Beruflich Dokumente
Kultur Dokumente
Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management
Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management
Sample Recommendations:
Definition of a cost model
Hardware costs
Software costs
Staff costs
Facility costs
Definition of a price model
Price/Call
Price/Call-Type
Price/Customer
Business justification for pricing (for example: based on profits, because the provided
Help Desk Service is similar to external competitors)
Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management
Findings
It is important for the Service Level Manager to get the buy-in of the client
IT department should try to provide a SLA for the requested service in the future
Suggest to discuss about a Service catalogue, which is agreed by both sides
Possible next steps:
Understand client requirements
Analyze SLA requirements/Element chains
Involve necessary parties (for example Availability and Change Manager, etc.)
Set up of SLA draft or even discussion about an overall service catalogue
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Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management
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Project Objectives
Identified Trends / Findings
Recommendations
Team Evaluation
Sample Findings:
No clear time definition in the area of Availability Management
Restoration Time = Close Time ?
Incident Log is not an appropriate data basis for Availability analysis
Identification of services is difficult
Correlation of events is difficult
Necessary information is missing
Sample Recommendations:
Implementation of appropriate Availability Tools
Define KPIs and check if all sources are available
Establish a appropriate Availability Management reporting
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Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management
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Content
1. Exercise Financial Management
2. Exercise Service Level Management
3. Exercise Availability Management
4. Exercise Capacity Management
5. Exercise IT Service Continuity Management
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