Question 2

Question 1

What does SLA and OLA stand for?

Answer 1

SLA = Service Level Agreement
EXTERNAL

OLA = Operational Level Agreement
INTERNAL

Question 2

Explain SLA and OLA

Answer 2

Service Level Managers are responsible for a set of agreements between a service provider and customer that define the scope, quality and speed of the services being provided. Service level agreements (SLAs) provide the customer with an expectation of service within a known timescale and the ability to monitor when service levels are not being met.

OLA is an agreement between the internal support groups of an institution that supports SLA. OLA IS In between your company and company peoples.

Question 3

What does ITIL stand for and what is it?

Answer 3

IT Infrastructure Library

IT service management framework that outlines best practices for delivering IT services

Question 4

What does ITSM stand for and what is it?

Answer 4

IT Service Management

ITSM is the actual practice of managing IT operations as a service

Question 5

List the ITIL key functions

Answer 5

IT Technical Management – Infrastructure planning
Applications management – Software support
Operations management – FM and routine tasks
Service Desk – Call logging and monitoring

Question 6

What is DevOps

Answer 6

Development operations

Merge between soft dev and IT operations

It aims to shorten the systems’ development life cycle and provide continuous delivery with high software quality

Question 7

FIRST KEY DOCUMENT - SLA

Answer 7

SLA DEVELOPMENT - EXTERNAL SUPPORT

SLA should be developed alongside the service itself, with equally iterative revision/re-scoping.

This would have to be contractually agreed as part of the service development package.

Start OLA discussions as soon as design starts, including Service Desk capacity and training needs.

Question 8

SECOND KEY DOCUMENT - OLA

Answer 8

List all parties (people and entities) involved in service management and the fulfilment of SLAs.

Outline the method(s) of communication that parties must adhere to throughout the OLA term.

Fully describe service operations, including hours of operation and service hours.

Question 9

Service Design – Four P’s

Answer 9

People
Processes
Products / Technology
Partners / Suppliers

Question 10

In ITIL change control, which type of RFC is not considered by either the CAB or the e-CAB

Answer 10

Standard

Standard RFCs are approved by default.