1. ITIL® Service Management according to ISO/IEC 20000

Process Objectives and Service Delivery Processes von IT Training Zone

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Über den Vortrag

Der Vortrag „Process Objectives and Service Delivery Processes“ von IT Training Zone ist Bestandteil des Kurses „ITIL® Service Management according to ISO/IEC 20000“. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Introduction
  • Definition – objective
  • Service level management
  • Service reporting
  • Exercise – delivery processes

Quiz zum Vortrag

  1. To define, agree, record and manage levels of service
  2. To consult with the customers about their strategic requirements
  3. To minimise penalties paid by the service provider for delivering services below the agreed levels
  4. To agree to deliver all services to the level specified in Service Level Requirements documents
  1. Agreed
  2. Timely
  3. Reliable
  4. Accurate
  5. None of them
  1. To ensure that agreed service continuity and availability commitments to customers can be met in all circumstances
  2. To prevent disasters from occurring
  3. To ensure all services continue to be delivered at normal service levels, in every circumstance
  4. To draw up a plan to achieve availability as close to 100% as possible
  1. To budget and account for the cost of service provision
  2. To minimise expenditure so as to increase profit
  3. To ensure that the cost of service provision is understood and can be successfully recovered from the customer
  4. Accounting includes planning all new expenditure, budgeting allocates all costs to budget codes
  1. To ensure that the service provider has, at all times, sufficient capacity to meet the current and future agreed demands of the business
  2. To ensure that the customer understands the capacity constraints of the service, so they do not ask for something which cannot be delivered
  3. To ensure all services continue to deliver sufficient capacity to meet all possible requirements
  4. To deliver the current capacity requirements whilst minimizing equipment and energy use, and to promote the concept of “green” computing
  1. To manage information security effectively within all service activities
  2. To ensure only authorised users gain access to data
  3. To ensure that the requirements of ISO/IEC 27000 are met
  4. To investigate all security breaches and prevent their recurrence
  1. To build a good relationship between the service provider and the customer based on understanding the customer and their business drivers
  2. To agree service levels for all new services
  3. To provide a point of escalation to the business when the service is failing to deliver
  4. To handle all communications between the service provider and the business
  1. To manage suppliers to ensure the provision of seamless, quality services
  2. To minimise the use of external suppliers
  3. To manage both internal and external suppliers to ensure the agreed service levels are met
  4. To ensure the cost of using external suppliers is kept to the minimum possible.
  1. Integration with supplier management and business relationship management
  2. A review of services and SLAs with the customer at planned intervals
  3. Services listed in a catalogue of services agreed with the customer
  4. A formal agreement between the service provider and the customer outlining the services to be provided
  1. The service provider SHALL produce service reports showing performance against targets at least monthly
  2. Each service report SHALL have a documented description
  3. The service provider SHALL make decisions and take actions based on the findings in service reports
  4. The agreed actions SHALL be communicated to interested parties
  1. Audit results
  2. Workload characteristics including volumes and periodic changes in workload
  3. Relevant information about significant events including the service continuity plan being invoked
  4. Performance against service targets
  1. OLAs
  2. Service requirements
  3. Applicable business plans
  4. Risks
  1. Reporting response times
  2. Access rights to the services
  3. Service response times
  4. End to end availability of services
  1. Service continuity and availability plans SHALL be tested together
  2. Where deficiencies are found, the service provider SHALL take necessary actions and report on the actions taken
  3. Service continuity and availability plans SHALL be re-tested after major changes to the service environment
  4. Reviews should be held of the outcome of every test

Dozent des Vortrages Process Objectives and Service Delivery Processes

IT Training Zone

IT Training Zone

IT Training Zone is a privately owned company which concentrates on the global delivery of fully accredited online ITIL training. They offer precisely managed course production and delivery and provide flexible, anytime / anyplace access to accredited courseware - backed by knowledgeable and friendly ITIL Expert tutors and support staff.

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