Document (ITILv3):    Information in readable form. A Document may be paper or electronic. For example, a Policy statement, Service Level Agreement, Incident Record, diagram of computer room layout.

See also: Record

Cross Reference: Agreement

Document (ITILv2):    Information in readable form, including computer data, which is created or received and maintained as evidence of the service provider’s intentions. Records are distinguished from documents by the fact that they function as evidence of activities, rather than evidence of intentions. Examples include: policy statements, plans, procedures, Service Level Agreements and contracts.

See also: Record

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