5: Service Level Management: Aligning IT with Business Requirements Flashcards Preview

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Flashcards in 5: Service Level Management: Aligning IT with Business Requirements Deck (9)
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1
Q

SLM involves:

Defining the ___,
Documenting them in an ___,
Assuring the ___ are measured and met, and
Taking action where necessary to improve the ___?

A

Service
Agreement
Targets
Level of service desired

2
Q

In service level management, targets should be described as ___ and ___

A

Clear

Objective

3
Q

The service level manager must confirm that all ___ of the ___ can be delivered to meet the required targets

A

Elements

Service

4
Q

Customers and IT service providers must agree upon what constitutes an acceptable ___

A

Level of service

8
Q

SLM is concerned with ensuring the __ aspects of a service are provided to the expected level

A

Warranty

10
Q

The server level manager must confirm that all elements of a service can be delivered to do what?

A

Meet the required targets

11
Q

Service level management involved the ___ discussing, negotiating, and agreeing with the ___ about what ___ should be ___ to ensure what?

A
  • IT service provider
  • Customer
  • IT services
  • provided
  • alignment to the business requirement
12
Q

SLM involves:

\_\_ the services,
\_\_ them in an agreement,
ensuring that the targets are \_\_\_ and \_\_\_,
And taking action where necessary to \_\_\_
the level of service desired
A
Defining
Documenting
Measured
Met
Improve
14
Q

IT Service providers and customers should be __,___, and ___ about what IT services should be provided to ensure services are aligned to the business requirement as a part of SLM

A

Discussing
Negotiating
Agreeing