Glossary
Service operations terms
Plain definitions, no jargon padding.
SLA (Service Level Agreement)
A defined commitment to a customer about response time, resolution time, or availability.
Kanban
A visual workflow method where work moves through stages on a board, with WIP limits and continuous flow.
WIP limit
The maximum number of jobs allowed in any single workflow stage at one time.
Service operations
Teams that deliver work to customers as a repeating stream of jobs through known stages — not as one-off projects.