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10 Cards in this Set
- Front
- Back
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What are the key words for SLM’s mission?
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Negotiate, agree, monitor, report
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What is SLM’s mission?
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To control the quantity, quality and cost of services.
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Identify the three key documents used to manage the relationships for IT.
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1. Service level agreement
2. Operational level agreement 3. Underpinning contract |
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What document it is used internally, inside the IT provider?
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Operational Level Agreement
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The underpinning contracts are between which entities?
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IT provider and IT supplier
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The service level agreement is between which two parties and is written 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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Service, Customer, Multi-Level
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What 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? |
Service Improvement Program (SIP)
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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. |
