Week 2: Support Flashcards
1
Q
What does it mean when a SLA is SMART?
A
- Specific: detailed enough to define expectations
- Measurable: must be able to track actual performance
- Achievable: realistic and practical to obtain
- Relevant: directly related to the service being delivered
- Timely: a time frame against which the service will be delivered
2
Q
What kind of documents do the support team manage?
A
- Service-level agreements (SLAs)
- Standard Operating Procedures (SOPs)
- Knowledge base articles
- Configuration management records
- Incident reports
- Service request forms
- Change management records
- Problem management records
3
Q
What is the RACI matrix?
A
- Responsible: The team member who does the work
- Accountable: The person delegates the work and reviews to ensure it is correct and complete
- Consulted: People who provide input due to their expertise
- Informed: People who need to be told what is happening
4
Q
What should the support team help to determine?
A
- Required regular maintenance
- Technology risks on the business
