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30 Cards in this Set
- Front
- Back
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What guidelines need to be considered prior to the initialisation of the service level management implementation ? |
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What does the Process strategy activity entail ? |
the process strategy activity establishes the strategy of the organisation's SLM process. It discusses the issues and challenges that need to be considered, and this sets the stage for the subsequent activities that will execute the service strategy phase. |
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What does the process envisioning activity entail ? |
process envisioning provides guidance on aligning the SLM process with the business, to ensure SLM delivers the organisation's desired results. it also delivers:
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What does the Maturity assessment entail ? |
maturity assessment helps evaluate current process maturity compared with best practice. The suggested maturity assessment produces a more practical and tangible roadmap that will be used throughout the implementation of the process. |
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What is the primary goal of any activity in the SLM strategy phase? |
the primary goal of any strategy activity is to provide guidance and give direction. The deliverables of SLM strategy include ITIL/SLM maturity assessment, envisioning the process, creating a process roadmap and establishing critical success factors (CSP's) |
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What is the primary objective and focus of SLM? |
The primary objective of SLM is to ensure than an agreed level of service ins provided to the customer. SLM focusses on the needs of the customer and interfaces with the customer periodically to review the performance of services and ensure improvements for those services which are lacking. |
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What matters are not covered by any of the formal ITIL processes ? |
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what does COBIT stand for ?
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COBIt stands for: Control OBjectives for Information and related Technology |
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What is COBIT(Control objectives for information and related technology) ? |
COBIT is a set of best practices for IT and IT governance. |
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There are three factors that have an impact on the strategy of SLM, name them. |
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What are the three different types of Service provider ? |
ITIL describes three different types of service provider:
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What are the characteristics of an internal service provider ? |
An internal service provider is usually a IT department that provides services to internal business units and is funded by the overheads. |
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What are the characteristics of a shared services unit ? |
a shared service unit operates within organisations by providing services to internal clients. |
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What are the characteristics of an external service provider ? |
an external service provider provides services to external clients that choose to pursue outsourcing strategies. |
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What are the two organisational structures that SLM defines ? |
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What are the five phases of the ITIL lifecycle ? |
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What are the primary problems created by late initiation of SLM ? |
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What is the aim of Business value exploration (BVE) ? |
Business value exploration (BVE) is aimed at exploring in detail the challenges of SLM. The activities typically involve interviews, collecting qualitative and quantitive data, technical analysis and financial assessments. |
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What are critical activities of BVE ? |
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is the following statement correct ? "BVE may result in the realisation that an identified activity may be extremely beneficial and create a significant business value, but not have the support tools to be deployed." |
Yes |
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What is Solution value exploration ? |
Solution value exploration features a detailed comparison of industry best practice for SLM against the current state of the process. It identifies the change required to realise new or different approaches, and it gives us the opportunity to edit, characterise and validate new approaches and concepts. |
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What is the role of the Process charter in the SLM strategy phase ? |
The process charter defines the primary goals of the SLM process, identifies in-and out-of-scope activities, and describes the roles and responsibilities of SLM staff and the CSF's of the process. |
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What is included in a typical process charter table of contents ? |
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What are the two types of Process products as defined in the Process charter ? |
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What are the three sub-processes of SLM ? |
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What are the 4 P's of service design ? |
People - the SLM staff Products - SLA reporting solution, CSI register Process - process consulting, time and effort to complete documentation Partners - what vendors and service suppliers are you planning to outsource |
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What is the most important deliverable of the envisioning exercise ? |
the Service level assessment roadmap |
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is the following statement correct ? "the process charter is different from the other design documents. It is a low-level document and the 'bill of rights', so it is intended to be changed frequently" |
No, "the process charter is different from the other design documents. It is a high-level document and the 'bill of rights', so it is not intended to be changed frequently" |
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set the following maturity levels in the right order: Level 1: Initial Level 2: Defined Level 3: Repeatable Level 4: Optimising Level 5: Managed |
Level 1: Initial Level 2: Repeatable Level 3: Defined Level 4: managed Level 5: Optimising |
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What areas's should be covered by an assessment of the SLM process ? |
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