1 Explain Service Level Management.
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope
1 Define the service.
2 Create correct service catalogue.
3 Link service catalogue with service portfolio.
4 Link supporting services with service catalog.
2 Explain capacity management process?
Goal of capacity management is optimization of existing resources and planning future resources.
Review current capacity è Improve existing capacity è Assess new capacityè Plan new capacity
3 Explain the availability Managements?
Availability Managements ensures level of service availability.
Proactive availability management.
Reactive availability management.
4 Availability management information system.
AAMIS contain
1 AM data and report
2 Availability testing plan
3 Availability plan
4 Availability Design specification and criteria
5 Define Availability.
Availability % = (Available service time –downtime) / Available service time
Time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT services are to be accessible to users.
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