8.9 答题策略 - SLM(2)
Question 8:
You are currently at the initial design/development stage of a new service which is to run on your existing infrastructure. When the system is handed over to the live production environment you will require Service Level Agreements in place for this service.
Describe the steps that must be taken when applying service level management to this service throughout its design/development.
(14 marks)
Answer Strategy: Process ofSLAactivities.
Question 9:
Which other Service Delivery disciplines will be involved and at what point? (6 marks)
Answer Strategy: Linkage between SLM and other service delivery process. One by one.
Question 10:
List five items you would include in a Service Level Agreement and describe the contribution each could make to improving IT Service Quality
(5 marks for each)
Answer Strategy: Content inSLA– availability, security, ITSCM, incident, OLA and UC. … Describe the linkage with SLM.
Question 11:
a) Produce an outline job description for a Service Level Manager (11 marks)
b) Describe and explain the purpose of the regular contacts the Service Level manager must have to perform. the function effectively (9 marks)
Answer Strategy: From Activity Goal to job description. Linkage with other process owner and business.
Question 12:
Normally SLAs are underpinned by contracts with third party suppliers. Increasingly, organisations are introducing similar agreements with their internal suppliers.
a) List and describe the contents you would expect to find in an internal support agreement between Service Level Management and its internal suppliers showing how each underpins a typicalSLA. (13 marks)
b) What (if any) differences might you expect between an internal support agreement and a third party contract, and why. (8 marks)
Answer Strategy: Content SLM. Should be similar with OLA. Legal document. . Details of OLA and UC.
Question 13:
a) Produce a job description for a Service Level Manager. (12 marks)
b) What metrics would you use to determine whether the SLM function is performing satisfactorily? (8 marks)
Q2 - Paper 2 - Jul 1996
Answer Strategy: Check content in previous chapter.
Question 14:
Show, via the use of sample clauses within a Service Level Agreement, how all the Service Support disciplines underpin Service Level Management. (20 marks)
Answer Strategy: Linkage between Service Support with SLM.
Question 15:
a) Describe the processes that must be undertaken leading up to and during negotiation of Service Level Agreements with the customers. Specifically outline the steps that can be taken to ease and difficulties in the introduction. (12 marks)
b) Outline the typical format and purpose of Service Level Review Meetings, specifying who would normally be involved. (8 marks)
Answer Strategy: Process of SLM. Activities, outputs ect.
Question 16:
For established ITIL conformant Service Level Management it is essential that regular reports are produced. A report could be an exception report, an interim report or period end report. List and describe the typical contents and recipients of each of these three reports. (20 marks)
Answer Strategy: Check with deliverables of SLM. Period end report more likely referring to charging related topics.
Question 17:
a) Write a job description for a Service Level Manager. (12 marks)
b) Describe how each of the Service Level Management and Capacity Management functions depend upon each other. (8 marks)
Answer Strategy: Input and out put between SLM and capacity.
