|
所在平台: Udemy |
课程主页: https://www.udemy.com/course/service-level-management/
课程评论：没有评论
**课程名称：** 服务级别管理 (Service Level Management) **课程概述：** 本课程旨在帮助您全面了解服务级别管理 (SLM) 的主要概念和流程。通过学习，您将能够理解服务级别管理的核心内容，并掌握其关键组成部分，包括服务级别协议 (SLAs)、操作级别协议 (OLAs) 和支撑合同 (UCs)，以及服务目录 (Service Catalog)。 服务级别管理确保内部 IT 支持提供商和外部供应商之间的合作关系，并通过 OLA 和 UC 来保障服务的稳定运行。课程还将探讨如何评估变更对服务质量和 SLA 的影响。
Service-level management assures that the internal IT support-providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) are in place. The process involves assessing the impact of change on service quality and SLAs. The Service Level Management Program provides a comprehensive overview of the major concepts and processes involved with Service Level Management. You will gain an understanding of what Service Level Management as well as knowledge and understanding of the essential components of this process, such as Service Level Agreements, Operational Level Agreements, Underpinning Contracts and the Service Catalog.
