Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
8 Cards in this Set
- Front
- Back
What is service level management?
|
The process of defining and monitoring service levels
|
|
What are SLAs?
|
Documented service expectations and requirements delivered from an IT service provider to an organization
|
|
What is an internal sla?
|
an agreement between the IT dept and other depts in the same org
|
|
What does ITIL refer to an internal SLA as?
|
an operational level agreement
|
|
What is an external SLA?
|
An external sla is a formal, legally binding contract
|
|
What is an Informal SLA?
|
These are verbal agreements between the IT provider and the org
|
|
Describe Service Level management
|
It defines and manages required and expected service levels
|
|
What kind of tasks are associated to Service level management tasks?
|
Creating a service catalog
negotiating SLAs Monitoring Service levels reporting service levels reviewing service level agreements |