Chapter 15 Flashcards
How to enforce obligations, promises and expectations?
Formal controls
Relational governance
A SLA is categorized as a?
Formal control
Which three elements should an SLA have?
Foundation,
Change,
Governance.
What are Service Level Objectives?
A statement of the service recipient about the expectations at the end of the contract and relationship is fully operational.
What is process ownership plan?
Defines the roles and responsibilities of parties involved.
What is service level contents?
A statement of the key business measurements and service targets.
What is future demand management plan?
Process for resolving unforeseeable outcomes.
What is anticipated change plan?
PRocesses for implementing foreseeable contingencies.
What is innovation plan?
Processes for introducing new innovations.
What is a feedback plan?
Processes of feedback and efficient adjusments.
Which three factors are formal contract foundation?
Service level objectives,
Process ownership plan
Service level contents
Which 4 factors are formal contract change?
Future demand management plan
Anticipated change plan
Innovation plan
Feedback plan
What is a communication plan?
Communication policy and reporting structure.
What is a measurement charter?
Measurment methodology. (defines measurement and benchmark.
What is conflict arbitration charter?
Parameters for involving third party.
