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19 Cards in this Set
- Front
- Back
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what are SLA and OLA |
SLA- is a contract between the service provider and end user (define level of service) SERVICE LEVEL AGREEMENT OLA- is a contract that defines how various IT groups in a company plan to deliver service OPERATIONAL LEVEL AGREEMENT -These are not contracts but may become a contract if worded appropriately -Should be mutually beneficial, aiming to provide service improvement and business advantage -OLA cannot be unilaterally imposed on support teams- SLA negotiation |
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ITSM |
Information Technology Service Management : the entirety of activities – directed by policies, organized and structured in processes and supporting procedures – that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers. |
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ITIL |
The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business |
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principles of ITIL |
-Efficient and effective , things being used economically -people processes and technology -supply chain 4 ps (policy, procurement, performance management, partnership) |
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Draw an example stakeholder matrix and explain the purpose and uses for |
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What is the purpose of a stakeholder matrix |
it is a tool for stakeholder analysis which analyzes stakeholders against certain criteria (interests) |
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steps of communication planning (hint 4 steps) |
1. What we say 2. How we communicate 3. Is it working 4. Scoring |
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Draw an example stakeholder prioritization and explain the purpose |
This helps determine where the communication |
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what is a stakeholder |
an individual or group who has an interest in the outcome of a project/programme |
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what three stakeholder groups does PRINCE2 focus on? |
- Executive - Users - Suppliers |
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what are some executive interests? |
-budget -timescale -efficiency -cost cutting -stability of operations |
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What are some user interests? |
-usability -performance -training -reliability -job security |
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what are some supplier interests? |
-profitability -cash flow -competitive advantage -brand profile -repeat business operations |
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what are typical reporting cycles? |
monthly/quarterly highlight reports weekly reporting in high risk, high profile phases daily or hourly reporting in crisis situations |
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how does legislation affect communication planning |
freedom of information act 2000 - public's right to know effects public data protection act of 1998 - protection of personal data, affects all data both of these are overseen by the information commisioner |
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what is OJEU |
OJEU is the official journal of the european union |
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What is API |
API (application program interface) is a set of routines, protocols, and tools for building software applications. The API specifies how software components should interact and APIs are used when programming graphical user interface (GUI) components. |
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Project Success Criteria |
Time Cost Quality |
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ITIL functions |
service desk: |
