itil - introduction and overview
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ITIL Introduction and Overview
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Define the Market
Develop the Offerings
Develop Strategic Assets
Prepare for Execution
Service Strategy has four activities
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Things you might find in an SLA
Service Description
Hours of operation
User Response times
Incident Response
times
Resolution times
Availability & Continuity
targets
Customer Responsibilities
Critical operational
periods
Change Response
Times
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What should we measure?
What can we measure?
Gather data
Process dataAnalyse data
Present and use info
Corrective action