ITIL
Terms
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- What are the five disciplines of services delivery?
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1. Service Level Management
2. Availability Management
3. Capacity Management
4. Continuity Management
5. Financial Management - What are the five disciplines of service support?
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1. Configuration Management
2. Change Management
3. Release Management
4. Incident Management
5. Problem Management` - What are the keywords for Service Level Managements Mission?
- Negotiate, Agree, Monitor, Report
- What is the mission of Service Level Management?
- To control the quantity, quality and cost of services1.
- What are the three key documents used to manage the relationships for IT?
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1. Service Level Agreement
2. Operationsal Level Agreement
3. Underpinning Contract - What is the SLM document used inside the IT provider?
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Operation Level Agreement
(OLA) - The underpinning SLM contracts are between which entities?
- IT Provider and IT Supplier
- The srevice level agreement is between which two parties and is writtin in what type of terms?
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The customer and the IT provider,
Business Terms - What are the three types of service level agreements?
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1. Service
2. Customer
3. Multilevel - What SLM document contains the specifications for the service?
- Service Level Requirements document
- What is implemented to drive continuous service improvement?
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Service Improvement Program
(SIP) - What are some of the key benefits of Service Level Management?
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1. Aligns the expectations of both the customer and the IT provider.
2. Provides detailed, consistent and measurable service targets and specifications.
3. Acts as a foundation for quality improvements
4. Establishes agreed upon time frames
5. Tracks and manages external contracts.
6. Provides tools for customer management