Q1. If we used an external organization to help us develop part of our service, what would that be called?
Q2. Can you name a risk that might occur whilst designing a service?
Q3. Can you name 3 types of SLA?
Q4. In your opinion, what should an SLA contain?
Q5. Why would you use SACM?
Q6. What is an OLA?
Q7. Why do we need CSFs?
Q8. When would we create a Service Design Package?
Q9. What type of information would you store in the Service Catalogue?
Q10. Can you give an example of a policy?
Q11. Why would you use Change Management?
Q12. What are the steps you would follow when a Change Request comes in?
Q13. What information would you attach to a Release Policy?
Q14. What inputs do we need before we can being testing a service?
Q15. Can you name 3 types of testing?
Answers to the above questions:
Risks can come in many different forms including; financial markets, failures with IT or business projects, legal liabilities, credit risk, accidents and mistakes, natural causes and disasters as well as deliberate attacks from an adversary such as hacking.
Service based SLA
Customer based SLA
Multi level SLA
Typically, an SLA is made up of any of the following:
2.Clearance information (with location and date)
4.Description/ desired customer outcome
5.Service and asset criticality
6.Reference to further contracts which also apply (e.g. SLA Master Agreement) *
8.Required types and levels of support
9.Service level requirements/ targets
10.Mandated technical standards and specification of the technical service interface *
12.Costs and pricing
14.List of annexes
SACM stands for Service Asset and Configuration Management. By capturing information and keeping it up to date, we help people make informed decisions at the right time. In addition, providing accurate configuration information can proactively help resolve incidents and problems much faster.
The Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. This could be the development team, the support team or helpdesk
Critical Success Factor (CSF) is the term for an element that is necessary for an organization or project to achieve its mission. It is what drives the company forward through its strategy.
An SDP is produced for each new IT service, major change, or IT service retirement.
The Service Catalogue contains a list of services that an organization provides, often to its employees or customers. For each service within the catalogue, we typically include description, timeframes or SLA for fulfilling the service, owners (who is entitled to request/view the service), costs and how to fulfil the service.
Attachment sizes for mailboxes
We use Change Management to standardize our methods and procedures for dealing with changes and thereby reducing risk and disruption. We record all changes to assets or confirmation items in the Configuration Management System. This allows us to define and agree on those changes and ensure that only people who have the appropriate authority can make changes.
Finally, implement it
Unique identification for the release
Type of release (minor, major, beta, alpha etc)
Naming conventions for the release e.g. dates, times, version numbers *
Description of the release
Roles for each stage of the release
Mechanisms to build, install and distribute the release (focusing on re-use and efficiency here)...
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