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1. ITIL (Information Technology Infrastructure Library) was established in 1980 by the British government to standardize IT service management. ITIL provides best practices for IT service delivery, operations, and support. 2. SLA (Service Level Agreement) defines the level of service expected between an IT service provider and the users. SLM (Service Level Management) ensures expected service levels in SLAs are consistently met using the PDCA (Plan-Do-Check-Act) cycle. 3. Key components that ensure expected service levels include backup power supplies, user access management, system monitoring, and service desks for user issue resolution and incident management.
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- 1. ITSS 2010.07
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- 3. 1-1.ITIL (Information Technology Infrastracture Library) 1980 OGC IT ( ) ( ) ITIL ? ? ? ?IT ? ? ? ?IT ? ? ?
- 5. 1-3.SLM (Service Level Management) PDCA PDCA Act( ) Plan( ) Plan( ) Do( ) Check( ) Check( ) Do( ) Act( )
- 6. ( ) ? C C C ? C C
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- 8. ( ) ? UPS(Uninterruptible Power Supply) C ? C ID ? C ? C PC