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12 Cards in this Set
- Front
- Back
- 3rd side (hint)
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 |
SACCF
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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` |
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What are the keywords for Service Level Managements Mission?
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Negotiate, Agree, Monitor, Report
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What is the mission of Service Level Management?
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To control the quantity, quality and cost of services1.
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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 |
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What is the SLM document used inside the IT provider?
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Operation Level Agreement
(OLA) |
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The underpinning SLM contracts are between which entities?
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IT Provider and IT Supplier
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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 |
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What are the three types of service level agreements?
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1. Service
2. Customer 3. Multilevel |
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What SLM document contains the specifications for the service?
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Service Level Requirements document
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What is implemented to drive continuous service improvement?
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Service Improvement Program
(SIP) |
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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 |
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