Download - ITSM concepts-part 2
Warranty Service catalog SLA OLA/UC
Availability & Reliability MTTR & MTBF SLAM
Capacity IT Service Continuity CIA ISMS
Service catalogue•Technical Domain•Location•Time•CI’s
•Software (version)•Hardware (part NO.)•even people
•Escalation•Availability / Reliability
هر که دارد امانتی موجود بسپارد به بنده وقت ورودنسپارد اگر شود مفقود، بنده مسئول آن نخواهم
بود
Service Level Management
Service Level Agreement
انتظارات مشتریان از خود را شفاف کنید.حقوق ایشان در استفاده از سرویس مربوطه•محدودیتهای ایشان در استفاده از سرویس مربوطه•
Service Level Target(Response Timeمدت زمان پاسخ به درخواست مشتری )•مدت زمان انجام سرویس درخواستی یا رفع رخداد پیش آمده •
(Resolution Time)(Availabilityمیزان دسترس پذیری سرویس )•(Reliabilityمیزان قابلیت اطمینان سرویس )•
Agreements & Contracts• Service Level Agreement (SLA)
• Operation Level Agreement (OLA)
• Underpinning Contract (UC)
23
Contract Categories
• Compensation Type:• Fixed-Price: Under a fixed-price contract the Vendor must deliver the product or perform the service for a pre-set firm fixed price or
ceiling established in the contract. This contract type places upon the Vendor maximum risk, full responsibility for all costs and resulting profit or loss, provides maximum incentive for the Vendor to control costs and perform effectively, and imposes a minimum administrative burden upon the contracting parties.
• Cost-Reimbursement: Under a cost-reimbursement contract, the Vendor agrees to expend its best efforts to achieve the specified requirement, within the estimated amount established in the contract. If the contract is not fully performed at the time the Vendor expends the funds, the Vendor has no obligation for further performance, unless the contract is modified to increase the funds.
• Structure Type:• There are other contract types that do not fall easily into only one of the two primary categories of fixed-price and cost-
reimbursement contracts.
24
Contract Types
Fixed-Price
FFP
FPI
FPLOE
Cost-Reimbursemen
t
CPIF
CPAF
CPFF
Structure Type
IDIQ
T&M
BA
BOA
PBA