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Short notesSTAGES/PHASES/PART OF LIFECYCELSS(5)-SLASD(8)-SDPVALUE=UTILITY AND WARRANTYWARRANTYE-MAIL SOLUTIONE-MAIL SOLUTION-DP50 USERS100% UPTIME5 YEARS SLA

OFFICE 365SHAREPONITMS OFFICEEXCHANGE SERVERDOD-USSERVERS-SPECGOOGLESLAPER USER 50GB SPACESPAM FILERINGOUTLOKK OPERABLE99.99% UPTIMEFINACIAL100$/USER/MONTHSERVICE BASED SLAMICROSOFTUsers,datasize, -100/2TB-10TBCustomer based SLAHPSERVICE/CUSTOMER/CORPORATEMULTI LEVEL SLAST-RELEASE PACKAGEEVENT UP/DOWNINCIDENT-DISTRUPTIONPROBLEM-CAUSE OF ERRORKE-KNOWN ERROR=ROOT CAUSE + steps to fix the issuePRIORTY=IMPACT*URGENCYACESS-RIGHTSCSIMETRICSPROCESS - COMPLILANCETECHNOLOGY -COMPONENTSERVICE END -2-ENDMEASUREMENTPLAN-DO-CHECK-ACT7-STEP CSI PROCESSWHAT SH U MEASURE?WH COULD U MEASURE?GATHER THE DATAPROCESS THE DATAANALYSE THE DATAPRESENT THE DATATAKE COORECTIVE ACTIONSITIL KEY TERMS26 BACIC KEY WORDSDemandPBAUser profilesPortfolioBusiness RelationshipFinance4Ps-strategyAvailabilityCapacity

Security - DataITSCMSUPPLIERS OF IBM UC(UNDERPINNING CONTRACT)CATALOGSLASDP-SD CORDINATIONRELEASECHANGE CI /CAB/ECABCITYPESknowledgeSACMEVENTANY OCCURANCE ON A CI IS AN EVENTEVENT MGMTDETECTING AND NOTIFYING THE OCCURANCE AS PER RULESALERTINFORMATIONWARNINGEXCEPTIONINCIDENT VS INCIDENT MGMTPROBLEM VS PROBLEM MANAGMENTACCESSGRANTING OF RIGHTS TO A SERVICE OR GROUP OF SERVICESDENYING THE RIGHTSTRACKING THE ACCESREQUESTFAQSSELF HELPPassword resetDESKTOP LOCATION CHANGELOW COST, LOW RIST, STD CHANGES- PRE APAPROVEDMETRICSPROCESSCOMPONENT/TECHNOLOGYSERVICERACI CHARTR- RESPONSINLEA-ACCOUNTABLE ONLY ONEC-CONSULTEDI-INFORMED