ITIL In depth: comparing and contrasting OLA & SLA While it might seem as though (to some people that) an OLA (operation level agreement) and a SLA (service level agreement) essentially take on the same roles and duties, it’s important to note that they actually differ in some key ways. For example, SLA is really [...]
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Some of the activities of Capacity Management are defined in the context of three sub-processes consisting of Business, Service and Component Capacity Management. Besides these, there will also be discussion of the operational activities required as well as the techniques that are utilized in various forms by the three different sub-processes. Business Capacity Management: * [...]
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I truly am grateful that The Art of Service created these courses! You truly offer a fantastic opportunities for professional development and advancement for those of us who must pay for our own work-related education! Here are the key elements that made you folks the top choice in ITIL® V3 training: 1. You have excellent [...]
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Configuration Management Process Kit store.theartofservice.com/configuration-management-process-kit-isbn- tk00105.html The faster you act the better chance you will have to secure a protected IT service ! Your future success is VE. The goal of Service Asset and Configuration Management is to support the agreed IT service provision by managing, storing, controlling and providing information about Configuration Items (CIs) and [...]
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Imagine walking into a restaurant for lunch only to find there is no menu available for you to peruse. How will the staff provide you with information about what options are available to you? How will you know what ingredients and items are included with each meal? What will the price be of those meals? [...]
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Service Improvement Plans are formal plans to implement improvements to a process or service. They are used to ensure that improvement actions are identified and carried out on a regular basis. The identified improvements may come from: Breaches of Service Level Agreements Identification of user training and documentation issues Weak system testing Identified weak areas [...]
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Figure 5.B – SLAs, OLAs and UCs Negotiating and agreeing upon the SLAs and OLAs is the responsibility of Service Level Management. Supplier Management is responsible for negotiation and agreeing upon UCs with external suppliers. These two processes must communicate to ensure that the UCs do align with and support the SLAs in place. What [...]
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