4.10 IT Service Level Management Flashcards
1
Q
What is the fundamental premise associated with IT service level mgt?
A
IT can be managed through a series of discrete processes that provide service to the business.
2
Q
What type of agreements support SLA’s?
A
Operational level agreements (OLA) - internal agreements covering the delivery of services that support the IT organisation in its delivery of services.
3
Q
What gap does an SLA narrow?
A
A gap between customer expectations and the services offered.
4
Q
What are service management metrics used for? Name a few.
A
These metrics will provide information that should be analysed so that it can be used to enhance quality of service. ITIL / ISO 20000.
