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ITIL v2:
a technique designed to provide
a structured approach to identifying
the underlying causes of service interruption to the user.
SOA utilizes a range of data sources
to assess where and why shortfalls in availability
are occurring.
SOA enables a holistic view to be taken
to drive not just IT Infrastructure improvements
but improvements to the
IT support organization process, procedures, and tools.
SOA is run as an assignment and may utilize
other availability management methods and techniques
to formulate the recommendations for improvement