Business Processes - Lesson 1 - BSL + CSI + SOP

What does SLA stand for?

• Service Limited Agreement

• Systems Lifecycle Arrangement

• Service Level Agreement

• System Linked Availability

What is a Service Level Agreement?

• Legally binding guarantee of system uptime

• Written agreement between Service Provider and Customer documenting agreed service levels and costs

• Definition of the support services provided to a customer and how to raise issues

• A contract to provide IT support services to a customer who manages part of their own infrastructure

What is a Configuration Management System?

• A person or team who set-up the infrastructure for specific tasks

• An imaging programme used to take snap-shots of code

• A collection of hardware that can be configured to perform a role

• Tools and databases to manage IT service provider’s configuration data

What is an 'incident'?

• An unplanned interruption to an IT service, or an unplanned reduction in its quality.

• A record on a ticketing system

• An unknown underlying cause

• A metric used to measure speed fo support

What is a 'problem'?

• An unplanned interruption to an IT service, or an unplanned reduction in its quality.

• A record on a ticketing system

• An unknown underlying cause

• A metric used to measure speed fo support

Which is a part of the aim of the "Strategy" stage of the Business Systems Lifecycle?

• Identify improvements to a service in business operations

• Plan the services needed to meet business requirements

• Discontinue a current service that is no longer needed

• A new or modified service is developed and made ready for deployment

• Monitor service levels and look for faults

Which is a part of the aim of the "Service Design" stage of the Business Systems Lifecycle?

• Identify improvements to a service in business operations

• Plan the services needed to meet business requirements

• Discontinue a current service that is no longer needed

• A new or modified service is developed and made ready for deployment

• Monitor service levels and look for faults

Which is a part of the aim of the "Service Transition" stage of the Business Systems Lifecycle?

• Identify improvements to a service in business operations

• Plan the services needed to meet business requirements

• Discontinue a current service that is no longer needed

• A new or modified service is developed and made ready for deployment

• Monitor service levels and look for faults

Which is a part of the aim of the "Service Delivery/Operation" stage of the Business Systems Lifecycle?

• Identify improvements to a service in business operations

• Plan the services needed to meet business requirements

• Discontinue a current service that is no longer needed

• A new or modified service is developed and made ready for deployment

• Monitor service levels and look for faults

Which is a part of the aim of the "Continual Service Improvement" stage of the Business Systems Lifecycle?

• Identify improvements to a service in business operations

• Plan the services needed to meet business requirements

• Discontinue a current service that is no longer needed

• A new or modified service is developed and made ready for deployment

• Monitor service levels and look for faults