Itil

Front 1

What are the five disciplines of services delivery?

Back 1

1. Service Level Management
2. Availability Management
3. Capacity Management
4. Continuity Management
5. Financial Management

Hint 1

SACCF

Front 2

What are the five disciplines of service support?

Back 2

1. Configuration Management
2. Change Management
3. Release Management
4. Incident Management
5. Problem Management`

Front 3

What are the keywords for Service Level Managements Mission?

Back 3

Negotiate, Agree, Monitor, Report

Front 4

What is the mission of Service Level Management?

Back 4

To control the quantity, quality and cost of services1.

Front 5

What are the three key documents used to manage the relationships for IT?

Back 5

1. Service Level Agreement
2. Operationsal Level Agreement
3. Underpinning Contract

Front 6

What is the SLM document used inside the IT provider?

Back 6

Operation Level Agreement
(OLA)

Front 7

The underpinning SLM contracts are between which entities?

Back 7

IT Provider and IT Supplier

Front 8

The srevice level agreement is between which two parties and is writtin in what type of terms?

Back 8

The customer and the IT provider,
Business Terms

Front 9

What are the three types of service level agreements?

Back 9

1. Service
2. Customer
3. Multilevel

Front 10

What SLM document contains the specifications for the service?

Back 10

Service Level Requirements document

Front 11

What is implemented to drive continuous service improvement?

Back 11

Service Improvement Program
(SIP)

Front 12

What are some of the key benefits of Service Level Management?

Back 12

1. Aligns the expectations of both the customer and the IT provider.
2. Provides detailed, consistent and measurable service targets and specifications.
3. Acts as a foundation for quality improvements
4. Establishes agreed upon time frames
5. Tracks and manages external contracts.
6. Provides tools for customer management