ITIL 服务经理考试指南: 6.4 SERVICE LEVEL MANAGEMENT (1)
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下一篇 2008-05-07 10:32:43
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6.4 SERVICE LEVEL MANAGEMENT
GOAL
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SLM001 | GOAL | D1 | Maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service - in line with business or cost justification. Planning, co-coordinating, drafting, agreeing, monitoring and reporting onSLAand the on-going review of service achievements to ensure that the required and cost-justifiable service quality is maintained and gradually improved. |
OGC书中提供了两个GOAL。本书全部收集在这里。对于AGREEING，MONITORING和REPORTING，可以通过MAR –三月来记。
ACTIVITY
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SLM002 | ACTIVITY | D1 | Establish function:Planning; Implementation Implement SLAs: Catalogue services, Draft, Negotiate, Review UC/OLA, Agree SLA Manage and ongoing process:Monitor, Report, Review Periodic review:ReviewSLA, UC, OLA, Review SLM process. |
SCOPE
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SLM003 | SCOPE | D1 | SLA, Underpinning Contract, Operational Level Agreement |
这里谈的是SERVICE LEVEL MANAGEMENT中的三个重要的文档。
OLA
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SLM004 | OLA | D2 | An internal agreement covering the delivery of service, which supports the IT directorate in their delivery of service. |
SERVICE CATALOG
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SLM005 | SERVICE CATALOG | D2 | List of service being provided, a summary of their characteristics, and details of Customer and maintainers of each. Input to BIA for ITSCM and Workload management forCAM |
SLA
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SLM006 | SLA | D2 | Service Level Agreement: A written agreement between IT Service Provider and the IT Customers, defining the key service targets and responsibilities of both parties. |
记忆关键字：written agreement；service targets；responsibilities。
UC
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SLM007 | UC | D2 | A contract with an external supplier cover of service that support the IT directorate in the delivery of service. |
和OLA一样，算是很拗口的英文。
BENEFITS
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
SLM008 | BENEFITS | D3 | Improvements in service quality, Reduction in service disruption, Financial savings, Less time and effort from IT, Business with adverse impacts. Design to meetSLA, Relationships, Clear R&R, Specific targets, Focus, Constant expectation, Identify weak area through monitoring, Training opportunity, Manage vendor, Charging basing. |
其中很多可以由ACTIVITY推导出来。
<本节待续...>
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