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10 Cards in this Set

  • Front
  • Back
What are the key words for SLM’s mission?
Negotiate, agree, monitor, report
What is SLM’s mission?
To control the quantity, quality and cost of services.
Identify the three key documents used to manage the relationships for IT.
1. Service level agreement
2. Operational level agreement
3. Underpinning contract
What document it is used internally, inside the IT provider?
Operational Level Agreement
The underpinning contracts are between which entities?
IT provider and IT supplier
The service level agreement is between which two parties and is written in what type of terms?
The customer and the IT provider
Business terms
What are the three types of service level agreements?
Service, Customer, Multi-Level
What document contains the specifications for the service?
Service Level Requirements document.
What is implemented to drive continuous service
improvement?
Service Improvement Program (SIP)
What are some of the key benefits of Service Level
Management?
• Aligns the expectations of both the customer and the IT provider.
• Provides detailed, consistent and measurable service targets and specifications.
• Acts as a foundation for quality improvements.
• Establishes agreed upon time frames.
• Tracks and manages external contracts.
• Provides tools for customer management.