For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
The Itil Community Forum: Forums
ITIL :: View topic - Activities under Service Level Management (ITIL V2)
Joined: Nov 14, 2009 Posts: 1 Location: Düsseldorf
Posted: Mon Nov 16, 2009 12:19 am Post subject: Activities under Service Level Management (ITIL V2)
Hi
Actually i am preparing for my ITIL Service Manager Exam (ITIL V2) and not sure which are the exact aktivities of the Service Level Management Process.
I found several explanations:
the OGC book lists the following:
- Planing of the Process
- Implementation of the Process
- Implementation of SLAs (create Service Catalog and SLA, check OLAs and UCs and so on)
- Management of the working Process (Monitoring, Report, Review)
- periodical Revision (Review of SLAs, OLAs and UCs and Review of the SLM-process)
My little ITSM Advanced Pocket Book (Serview GmbH) focusses the working Process and lists the following:
- Identifying the Service Requirements
- Defining Service Specifications (Service Spec Sheets)
- SLAs (Service Catalog, SLAs, OLAs, UCs)
- Monitoring (Service Achievements)
- Reporting (Service Level Reports)
- Reviews
Im not sure, which activities are to name in the exam if the question is: "Name the activitites of the Service Level Mgmt Process"
Joined: Mar 31, 2008 Posts: 109 Location: North West England
Posted: Mon Nov 16, 2009 10:18 pm Post subject:
Hi
There's rarely a question on the v2 managers exam which asks you to list things, because all that proves is you can remember stuff.
What's more likely is a question asking you to explain the activities involved in SLM. This allows you to show that you understand the activities, rather than being able to remember them, so unless you've got an evil examiner, you should get marks even if you don't use the exact phrase from the text book.
Hope that helps
Mick _________________ Mick Smith
Change, Configuration and Release Manager
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Mon Nov 16, 2009 11:34 pm Post subject:
MNSSmith
When I took the course and the practice exam and the real eaxm for ss and sd, there were questions that started with list ... list and explain list and describe _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Mar 31, 2008 Posts: 109 Location: North West England
Posted: Mon Nov 16, 2009 11:38 pm Post subject:
The thing about the ITIL exams is no matter how hard to prepare for them, you always end up putting twice as much effort into forgetting the experience afterwards _________________ Mick Smith
Change, Configuration and Release Manager
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Forum FAQ
Search
Usergroups
Profile
Log in to check your private messages
Log in
