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.
What is an enforcement plan?
Penaly and termination conditions.
Which four factors are governance?
Communication
Measurement
Conflict arbitration charter
Enforcement plan.
What is relational governance?
Relational strength
Harmonious conflict resolution
Mutual dependence?
What is relation strength?
solidairty,
flexibility
information exchange
What is harmonious conflict resolution?
the extent to which parties achieve mutually satisfying resolutions of
their conflicts and, thus, disagreements are replaced by agreement
and consensus.
What is mutual dependence?
greater benefits then you could get alone.
What is trust?
one party’s belief that its
requirements will be fulfilled through
future actions undertaken by the other
party
What is commitment?
Durability of a relationship
Input and willingness
Consistency in the stability
