Terms of Note Flashcards
What is SLA?
Service Level Agreement.
-Your commitment to your customer to provide a service that meets their expectations.
What does Utility refer to as it applies to ITIL?
Fitness for purpose refers to functionality offered by a product or service to meet a particular need.
What does Warranty refer to as relates to ITIL?
Fitness for use refers to the assurance that product or service will meet agreed requirements.
What are the 3 types of SLAs?
- Corporate Level
- Customer Level
- Service Level
*additionally there is multilevel SLAs that are a combo of levels with purpose of addressing multiple sets of customers.
What is OLA?
Operation Level Agreements
- The tools and scaffolding internal IT teams provide to support service delivery, aligning with promises in SLA.
What are PBAs?
Patterns of Business Activity
What are UPs?
User Profiles
What are the ABCs of finance management?
Accounting, Budgeting, Charging
What is ITSM?
IT service management
What are KPIs?
Key Performance Indicator.
What is BCM?
Business Capacity Management
What is SCM?
Service Capacity Management
What is CCM?
Component Capacity Management.
