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Beginners Guide to ITIL

Beginners Guide to ITIL

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Published by Anshuman Tiwari

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Published by: Anshuman Tiwari on Mar 20, 2009
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12/20/2012

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The Operational Level Agreement is another important document. It describes the
services provided by the service provider. The provider must associate these agreements
with responsibilities within the organisation. The Service Catalogue gives a general
description of the services. The Operational Level Agreement translates these and
general descriptions into all services and their components, and the way in which the
agreements about the service levels are assured within the organisation.
Example: the Service Catalogue refers to ‘managing authorisations per user and per
individual’. The Operational Level Agreements details this for all relevant services
provided by the IT organisation. In this way, the implementation of the measure is
defined for the departments providing UNIX, VMS, NT, Oracle services, etc. Where
possible, the customer's Service Level Requirements are interpreted in terms of the
provider's Service Catalogue, and additional agreements are concluded where necessary.
Such additional measurements exceed the standard security level. When drafting the
SLA, measurable Key Performance Indicators (KPI) and criteria must also be agreed for
Security Management. KPIs are measurable parameters (metrics), and performance
criteria are set at achievable levels. In some cases it will be difficult to agree on
measurable security parameters. This is easier for availability, which can generally be
expressed numerically. However, this is much more difficult for integrity and
confidentiality. For this reason, the security section of the SLA normally describes the
required measures in abstract terms. The Code of Practice for Information Security
Management is used as a basic set of security measures. The SLA also describes how
performance is measured. The IT organisation (service provider) must regularly provide
reports to the user organisation (customer).

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