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