1 Explain Service catalogue management.
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope
Define the service.
Create correct service catalogue.
Link service catalogue with service portfolio.
Link supporting services with service catalog.
2 Types of service catalogue?
Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.
3 What is the type of services?
Customer – facing services
These services fascinate customer directly. These are core services .
Example HR services
Supporting services
Support customer services and not seen directly by costumer
Email service for HR
4 What is Service level Management?
The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting upon IT service achievements and instigation of actions to eradicate inadequate service in line with business or cost justification. Through these methods, a better relationship between IT and its Customers can be developed.
5 SLA Types ?
SLA Agreement between External IT service provider and customer.
OLA Agreement between Internal IT service provider and customer.
SLR Service level requirement list of all services.
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