ITIL 服务经理考试指南: 6.4 SERVICE LEVEL MANAGEMENT (2)

基因代码

知识点名称

记忆等级

知识点内容

SLM009

SIP

D3

SIP：Service Improvement Program

Underlie difficulty identified; work with problem and availability process to restore and improve service quality. Need to cover that budget in the contract to avoid additional cost.

Follow continue improvement process in Availability Management process.

Link with problem management and availability to restore service quality. 

基因代码

知识点名称

记忆等级

知识点内容

SLM010

KPI

D3

Coverage %;

UC %;

Monitor and regular reports;

Review meetings;

Issue follow-up/SIP;

Current of SLA/OLA/UC;

Target meets %;

Breaches;

SL Achievement improve;

Customer perception;

Cost reduction.

基因代码

知识点名称

记忆等级

知识点内容

SLM011

PROBLEM

D3

Rre-SLA,

Target (achievable, verify, desires ), Management support,

Empowerment,

Linkage with UC and OLA,

R&R,

IT based,

SLAquality,

Wrong perception ( overhead, value)

基因代码

知识点名称

记忆等级

知识点内容

SLM012

SLASTRUCTURE

D3

Availability: Availability / Reliability / Service hour;

Technical:Support / Throughput / Transaction response time / Batch turnaround time;

Finance:Charging

Change Management;

ITSCM;

Review -> Incentive/ Penalties

基因代码

知识点名称

记忆等级

知识点内容

SLM013

SLATYPE

D3

Service Based- one service for all customers;

Customer Based- A agreement with an individual customer, cover all servers,

Multi-levelSLA- manageable size, avoid duplications, reduce updates.

基因代码

知识点名称

记忆等级

知识点内容

SLM014

SERVICE LEVEL MANAGER

D3

Job description of Service Level Manager:

Role: Implementation + Maintain

Responsibility: Activities

Kill: Relationship / ITIL / Business/ Communication / Negotiate / Knowledge of contract / Presentation / Listen…