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F.3:12.3 - ITIL 4

Service-level objective and SLO. One claim may consolidate the full form and abbreviation when the cited edition uses them interchangeably: a target value or range for a service characteristic. Counterexample: an observed availability value is evidence, not the target.

Incident. Claim: an unplanned interruption or reduction in service quality. Counterexample: a plant sensor fault is not an ITIL incident unless another relation is separately established.