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IEX8175 RF Electronics

Learn about creating a good Service Level Agreement (SLA) including identification of services, measurement methods, acceptable service levels, reporting relationships, and actions for unsatisfactory services. Explore ITIL Service Management components and tools for incident, change, release, and financial management.

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IEX8175 RF Electronics

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  1. IEX8175 RF Electronics Avo Otstelekommunikatsiooni õppetool, TTÜ raadio- ja sidetehnika inst.avo.ots@ttu.ee

  2. Service Level Agreements A good service level agreement (SLA) should contain the following: Identify and describe the service Describe how it is to be measured Identify acceptable levels of service Describe reporting relationships Describe actions to be taken when service is unsatisfactory Identify the expiration date, if any Affix the signatures of the responsible parties

  3. The One-Stop Shop • One central body coordinating all group activities. • One point of contact for the client to make arrangements for services.

  4. ENTRY CRITERIA • Incident report • Service request EXIT CRITERIA • Incident has been resolved to customer’s satisfaction • Help Desk ticket has been updated and closed Entry & Exit

  5. Priority

  6. Incident management

  7. Measure

  8. Introduction to ITIL • ITIL – Information Technology Infrastructure Library • Developed by the Office for Government Commerce (OGC) in England • Best practices focused on the management of IT service processes • Open source

  9. ITIL Service Management (ITSM) Two main components: • Service Support – five processes that provide support for day-to-day operation of IT services • Service Delivery – five processes that focus on long-term planning and improvement of IT services These two components are linked together through the Service Desk – a function that provides a single point of contact that focuses on rapid restoration of normal service operations to users

  10. ITIL Service Management Change Management Service Level Management Release Management Financial Management Incident Management Availability Management Service Support Service Delivery Configuration Management Problem Management IT Service Continuity Management Capacity Management Service Desk

  11. Help Desk Tools • ACD Automated Call Distribution • CTI Computer-to-Telephony Integration • Integration with CRM Customer Relationship Management • FAQs: Frequently Asked Questions • Self-diagnosis tools: end user can analyze cause of problem with ability to offer solutions • Software Deployment (SD) for managing desktops

  12. Links http://oaais.ucsf.edu/OAAIS/1061-DSY.html http://www.itsmf.ee/

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