SLM involves:
Defining the ___,
Documenting them in an ___,
Assuring the ___ are measured and met, and
Taking action where necessary to improve the ___?
Service
Agreement
Targets
Level of service desired
In service level management, targets should be described as ___ and ___
Clear
Objective
The service level manager must confirm that all ___ of the ___ can be delivered to meet the required targets
Elements
Service
Customers and IT service providers must agree upon what constitutes an acceptable ___
Level of service
SLM is concerned with ensuring the __ aspects of a service are provided to the expected level
Warranty
The server level manager must confirm that all elements of a service can be delivered to do what?
Meet the required targets
Service level management involved the ___ discussing, negotiating, and agreeing with the ___ about what ___ should be ___ to ensure what?
- IT service provider
- Customer
- IT services
- provided
- alignment to the business requirement
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
Defining Documenting Measured Met Improve
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
Discussing
Negotiating
Agreeing
