Lesson 6 Part 3 Flashcards
The purpose is to set clear business-based targets for service levels, and to ensure the delivery of services is properly assessed, monitored, and managed against these targets.
Service Level Management
The purpose is to move new or changed hardware, software, documentation, processes, or any other component to live environments.
Deployment Management
What are the contribution of configuration management?
- Obtain/Build
- Design and Transition
It is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
Service Level Agreement (SLA)
It is a version of service or other configuration item, or a collection of configuration items, that is made available for use.
Release
What are the contribution of Service Request Management?
- Engage
- Deliver and Support
What are the contribution for Release Management?
Design and Transition
It is important as a relationship-building and trust-building activity, to show customers that they are valued and understood.
Listening
What are the contributions of SLA?
- Plan
- Engage
The purpose is to capture demand for incident resolution and service requests.
Service Desk
The purpose is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.
Service Configuration Management
It is required to understand and confirm the actual ongoing needs and requirements of customers.
Engagement
The purpose is to make new and changed services and features available for use.
Release Management
The purpose is to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
Service Request Management
What are the contribution of Deployment Management?
- Design & Transition
- Obtain/Build
