It refers to the ability of technical support personnel to install, configure, and monitor computer products, identify exceptions or faults, debug or isolate faults to root cause analysis, and provide hardware or software maintenance in pursuit of solving a problem and restoring the product into service.
Incorporating serviceability facilitating features typically results in more efficient product maintenance and reduces operational costs and maintains business continuity.
Examples of features that facilitate serviceability include: Serviceability engineering may also incorporate some routine system maintenance related features (see: Operations, Administration and Maintenance (OA&M.))
A service tool is defined as a facility or feature, closely tied to a product, that provides capabilities and data so as to service (analyze, monitor, debug, repair, etc.)
Service tools can provide broad ranges of capabilities.