Service Catalogue itil, information technology infrastructure library

Service Catalogue itil, information technology infrastructure library Service Level Management Service Level Agreement Operational Level Agreements Internal Underpinning Contracts External Organisation Supplier Management Can be an annexe to a contract Should be clear and fair and written in easy-to-understand, unambiguous language Success of SLM (KPIs) How many services have SLAs? How does the number of breaches of SLA change over time (we hope it reduces!)?Things you might find in an SLA
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Service Desk itil, information technology infrastructure library

Service Desk itil, information technology infrastructure library  Local, Central or Virtual Examples? Single point of contact Skills for operators Customer Focus Articulate Interpersonal Skills (patient!) Understand Business Methodical/Analytical Technical knowledge Multi-lingual
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