ITIL

Types of SLA itil, information technology infrastructure library  Service-based All customers get same deal for same services Customer-based Different customers get different deal (at different cost) Multi-level These involve corporate, customer and service levels and avoid repetitionRight Capacity, Right Time, Right Cost! This is capacity management Balances Cost against Capacity so minimises costs while maintaining quality of serviceIs it available? itil, information technology infrastructure library  Ensure that IT services matches or exceeds agreed targets Lots of Acronyms Mean Time Between Service Incidents Mean Time Between Failures Mean Time to Restore Service Resilience increases availability Service can remain functional even though one or more of its components have failed

Key Concepts itil, information technology infrastructure library  Incident Unplanned interruption to an IT service or an unplanned reduction in its quality Work-around Reducing or eliminating the impact of an incident without resolving it Problem Unknown underlying cause of one or more incidents Service Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks Service Level Measured and reported achievement against one or more service level targets Service Level Agreement Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs Configuration Management System (CMS) Tools and databases to manage IT service provider’s configuration data Contains Configuration Management Database (CMDB) Records hardware, software, documentation and anything else important to IT provision Release Collection of hardware, software, documentation, proce…

Continual Service Improvement itil, information technology infrastructure library  Focus on Process owners and Service Owners Ensures that service management processes continue to support the business Monitor and enhance Service Level Achievements Plan – do –check – act  (Deming)