Term
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Definition
SLA is the contract between an organization and its customers.
Customers can be external or internal.
SLA tells the user what to expect in regards to response time and uptime of any IT technology. |
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Term
| What can you use to manage SLA and employees? |
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Definition
| Most companies use some kind of ticketing system that manage SLA and requests. |
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Term
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Definition
An IT policy manages the way communication and storage work.
For instance, one IT policy can be email attachment sizes. You can restrict email attachment sizes to avoid having users that take too much space on your server storage space. |
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Term
| What is change management? |
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Definition
| Change management is a group of people who identify and approve changes to the system. Change management helps all parties involved to review the changes that will take place and approve them to ensure that changes to not have a severe negative impact on the system. |
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Term
| What are some informational assets that must be included with change management? |
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Definition
The requestor should include:
1. who will implement the changes
2. the hardware that is affected, any software changes,
3. who made the changes,
4. and any organizations that could be impacted by the changes. |
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Term
| What type of testing should happen before changes occur? |
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Definition
| A QA or quality analysis process is a way to create scripts and use cases to cover any input from a given user. This QA process ensures that bugs and errors do not severely impact the organization and any issues are handled within the code. |
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Term
| What are some types of testing that are done to software and hardware? |
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Definition
| Stress testing checks concurrent connections and slowness, security testing tests for security, usability tests for user interface and usability, and compatibility tests for the operating system and browsers software is compatible with. |
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Term
| What does an SLA contain? |
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Definition
| The SLA contains the amount of time a response is made when issues occur, the responsibility of each organization, target numbers and uptime percentages, the times at which support is available, and any change history or technical standards provided by the organization. |
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Term
| What is a service design package? |
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Definition
| The SDP contains any major change requirements for new IT service and information when retiring any hardware or software. |
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Term
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Definition
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Term
| The Difference Between Standard and Normal Changes |
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Definition
Standard Changes are pre-approved changes that are considered relatively low risk, are performed frequently, and follow a documented (and Change Management approved) process.
Normal Changes, on the other hand are just that – the normal, run of the mill not ‘Standard’ and non-emergency Changes that require full Change Management review. |
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Term
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Definition
| ITL is a set of practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business. |
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Term
| What are the phases of ITIL? |
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Definition
ITIL processes are grouped into stages:
1. Service Strategy,
2. Service Design,
3. Service Transition,
4. Service Operation, and
5. Continual Service Improvement |
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Term
| Under which life cycle phases do you find Incident, Problem and Change Management? |
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Definition
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Term
| Name a few processes that come under Service Transition ? |
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Definition
Change management
Configaration management
Release management
release management
Knowledge management |
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Term
| What is Incident? as per ITIL |
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Definition
| An incident is something that needs to be resolved immediately. This can either be through a permanent fix, a workaround or a temporary fix. |
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