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12 Cards in this Set

  • Front
  • Back
  • 3rd side (hint)
What are the five disciplines of services delivery?
1. Service Level Management
2. Availability Management
3. Capacity Management
4. Continuity Management
5. Financial Management
What are the five disciplines of service support?
1. Configuration Management
2. Change Management
3. Release Management
4. Incident Management
5. Problem Management`
What are the keywords for Service Level Managements Mission?
Negotiate, Agree, Monitor, Report
What is the mission of Service Level Management?
To control the quantity, quality and cost of services1.
What are the three key documents used to manage the relationships for IT?
1. Service Level Agreement
2. Operationsal Level Agreement
3. Underpinning Contract
What is the SLM document used inside the IT provider?
Operation Level Agreement
The underpinning SLM contracts are between which entities?
IT Provider and IT Supplier
The srevice level agreement is between which two parties and is writtin in what type of terms?
The customer and the IT provider,
Business Terms
What are the three types of service level agreements?
1. Service
2. Customer
3. Multilevel
What SLM document contains the specifications for the service?
Service Level Requirements document
What is implemented to drive continuous service improvement?
Service Improvement Program
What are some of the key benefits of Service Level Management?
1. Aligns the expectations of both the customer and the IT provider.
2. Provides detailed, consistent and measurable service targets and specifications.
3. Acts as a foundation for quality improvements
4. Establishes agreed upon time frames
5. Tracks and manages external contracts.
6. Provides tools for customer management