What's changed: Initial version (chapter 5, s1-s5)
5.4Service Management
Learn SLA (Service Level Agreement)/SLM (Service Level Management) under the ITIL framework, the processes of incident management, problem management, change management, and configuration management, the role of the service desk, capacity management/availability management, and data center facilities (UPS, seismic isolation).
Service management is the discipline of not just building a system but continuing to operate it stably. Based on the best practices ITIL lays out, the core of what is asked both in practice and on the exam is understanding how to manage the promised level of service (SLA/SLM) and how to distinguish the processes for responding to failures (incident/problem/change management).
5.4.1ITIL and SLA/SLM
- ITIL (Information Technology Infrastructure Library) is a collection of best practices for IT service management. It is a framework widely referenced as an industry standard, independent of any specific product or organization.
- SLA (Service Level Agreement) is a document agreed between a service provider and its users that sets numerical targets for the level of service provided (availability rate, response time, and so on). SLM (Service Level Management) is the overall activity of continuously monitoring and reporting on the levels agreed in the SLA, and managing toward achieving them. The relationship is that the SLA is "the content of the promise," while SLM is "the management process for keeping the promise."
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