Service Components Flashcards
What is a trigger?
What initiates a process
What is a SLA?
Service level agreement is a set of documents which defines the scope, the quality and the level of the service.
What does OLA stand for?
Operational level agreement.
Give me two examples of generic Business process and IT service process
Generic Business process are invoicing and ordering. IT service process are request fulfillment and incident management.
What is a business case?
A document with business justification for the investments and expenditures necessary for a IT service.
What is IT infrastructure?
All the IT equipment necessary for providing an IT service.
What is the “environment”?
It refers to factors such as data centers, power and air conditioning necessary for securely operate the IT infrastructure.
What’s the difference between a customer and a user?
A user just uses the service on a daily basis, a customer may have the power to negotiate for obtaining a service.
What SDP stands for?
It means service design package
What is integration?
It refers to a combination of data, applications, systems from different sources.
