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16 Cards in this Set
- Front
- Back
- 3rd side (hint)
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If we used an external organisation to help us develop part of our service, what would that be called?
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Outsourcing
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Can you name a risk that might occur whilst designing a service?
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Risks can come in many different forms including; financial markets, failures with IT or business projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate attacks from an adversary such as hacking
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Can you name 3 types of SLA?
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Service based SLA
Customer based SLA Multi level SLA |
An agreement for all the customer using the services being delivered by the service provider
An Agreement with an individual customer group, covering all the services they use. The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA. |
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In your opinion, what should an SLA contain?
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1.Service name
� 2.Clearance information (with location and date) � 3.Contract duration � 4.Description/ desired customer outcome � 5.Service and asset criticality � 6.Reference to further contracts which also apply (e.g. SLA Master Agreement) |
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Why would you use SACM?
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SACM stands for Service Asset and Configuration Management. By capturing information and keeping it up to date, we help people make informed decisions at the right time. In addition, providing accurate configuration information can proactively help resolve incidents and problems much faster.
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What is an OLA?
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he Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. This could be the development team, the support team or helpdesk
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Why do we need CSFs?
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Critical Success Factor (CSF) is the term for an element that is necessary for an organization or project to achieve its mission. It is what drives the company forward through its strategy
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When would we create a Service Design Package?
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An SDP is produced for each new IT service, major change, or IT service retirement.
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What type of information would you store in the Service Catalogue?
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The Service Catalogue contains a list of services that an organization provides, often to its employees or customers. For each service within the catalogue, we typically include description, timeframes or SLA for fulfilling the service, owners (who is entitled to request/view the service), costs and how to fulfil the service.
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Can you give an example of a policy?
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Attachment sizes for mailboxes
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Why would you use Change Management?
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We use Change Management to standardize our methods and procedures for dealing with changes and thereby reducing risk and disruption. We record all changes to assets or confirmation items in the Configuration Management System. This allows us to define and agree on those changes and ensure that only people who have the appropriate authority can make changes
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What are the steps you would follow when a Change Request comes in?
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Record it
� Evaluate it � Prioritize it � Plan it � Test it � Finally, implement it |
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What information would you attach to a Release Policy?
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Unique identification for the release
� Type of release (minor, major, beta, alpha etc) � Naming conventions for the release e.g. dates, times, version numbers � Description of the release � Roles for each stage of the release � Expected frequency � Mechanisms to build, install and distribute the release (focusing on re-use and efficiency here) � Criteria for acceptance of the release into various environments (test, training, live etc.) |
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What inputs do we need before we can being testing a service?
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Service package
� SLP � Interface definitions for the service provider � Release plans � Acceptance criteria |
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Can you name 3 types of testing?
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ll of these are types of testing:
� Usability testing � Accessibility testing � Process testing � Stress and load testing � Availability testing � Compatibility testing � Security testing � Regression testing |
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Whats should an SLA contain
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� 7.Service times
� 8.Required types and levels of support � 9.Service level requirements/ targets � 10.Mandated technical standards and specification of the technical service interface � 11.Responsibilities � 12.Costs and pricing � 13.Change history � 14.List of annexes |
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