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10 Cards in this Set
- Front
- Back
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What policies should be defined for a Service Level Catalog?
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* Details to be recorded
* Statuses to be recored * Responsibilities to be recorded * Responsibilities for each section of the overall Service Portfolio * Scope of each section * A definition of "service" * How services are defined and agreed upon within the organization. |
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Define SLA.
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Service Level Agreement
A customer requirement for an aspect of a service. |
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Define SLR.
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Service Level Requirement
Agreement between a service provider and its customer. |
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Define OLA
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Operational Level Agreement
Agreement between a service provider and other internal units. |
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Define SIP
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Service Improvement Plan
A formal plan to impliment improvments to a process or service. |
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What are the key SLM activities?
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* Design SLA Frameworks.
* Define negotiate and agree on SLRs, SLAs, OLAs and contracts. * Measure and improve customer satisfaction * Review and revise agreements |
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What are the three CSFs for Availability Management?
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1. Manage service availability and reliability
2. Satisfy business needs for service access 3. Availability of infrastructure provided at optimum costs |
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What are the Key Performance Indicators for "Managing service availability and reliability"?
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1. % reduction in unavailability of services and components
2. % increase in service and component reliability |
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What are the Key Performance Indicators for "Satisfy business needs for service access"?
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1. % reduction in service unavailability
2. % reduction of critical time failures |
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What are the Key Performance Indicators for "Availability of infrastructure provided at optimum costs"?
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1. % reduction in the cost of unavailability
2. % improvement in service delivery costs |
