Service Delivery Management
6 important questions on Service Delivery Management
What is the service catalog?
Per service
- name, version, description & variants
- service levels and intended users
- service unit & pricing, prerequisites, specific terms and conditions
What is a service request?
- has an ID
- name
- volume / service level
- requested delivery date
- remarks
- etc.
What does customer service request handling do?
Determine urgency, resources needed, delivery time, financial consequences. Approval: by IT team and customer. Evaluate service: pay & everyone happy?
- Higher grades + faster learning
- Never study anything twice
- 100% sure, 100% understanding
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What is services planning?
Three levels
- The business processes
- The services consumption
- Resources
VOLUME FORECAST TECHNIQUES
User forecast
-often unreliable. Yet can capture large volume changes
Trend analysis
- cannot capture unexpected changes
- trends accurate in stable environment
What are the hardware and software scaling patterns?
Small servers/PCs: Linear (laptops)
Commodity hardware: Grosch (harddisks)
Site licensing: fixed
Server licensing: stepped
Volume licensing: Grosch
How is Moore's law evolving?
However, recently: performance 14%/yr yet unit cost increases 38%/yr
Thus, slower rise in performance. End of increasing clock speeds. Transition to multicore. Scaling problems are now software
The question on the page originate from the summary of the following study material:
- A unique study and practice tool
- Never study anything twice again
- Get the grades you hope for
- 100% sure, 100% understanding
