[debian-edu-commits] [Debian Wiki] Update of "DebianEdu/Documentation/en/ITIL/Delivery" by PetterReinholdtsen

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The "DebianEdu/Documentation/en/ITIL/Delivery" page has been changed by PetterReinholdtsen:
https://wiki.debian.org/DebianEdu/Documentation/en/ITIL/Delivery?action=diff&rev1=13&rev2=14

Comment:
Updated from git.

   * Economy management
   * Capacity management
   * Capacity planning
-  * Accessibility control
+  * Access control
   * Operational continuity
  
  == Service level management ==
@@ -28, +28 @@

  === General checklist ===
  
   * Agreement between the user and operations of what's actually measured. This must be seen from the users' perspective and not ICT service perspective.
-  * Measurement and unambiguously on the measurement values included in SLA
+  * Measurement and unambiguousity for the metrics included in the SLA
   * Decide realistic targets for service level (there is no point in promising more than one can keep)
   * Continuous focus on the control of the service - monitoring and periodic reporting of results achieved
  
@@ -58, +58 @@

  
  ==== Introduction ====
  
- Name and contact information for the Contracting Parties, description of the services included, duration of the agreement, responsibility between customer and supplier.
+ Name and contact information for the Contracting Parties, description of the services included, duration of the agreement, responsibilities between the customer and the supplier.
  
  ==== Service time ====
  
@@ -70, +70 @@

  
  Important to emphasise that this is availability within the agreed period of service, not the overall availability all day, all week and all year round (called 24/7/365). For example, it may be agreed that the system should be available between the hours. 8 to 18 on workdays, after that and on weekends it is more uncertain whether one can use the computer system, unless otherwise agreed.
  
- Availability is also if one gets support via phone or email. For example, can the Service Desk be reached between the hours 08 and 16 at day time, or all day. May one have the possibility of support in the afternoon and evening, or in specific weekends?
+ Availability is also getting support via phone or email. For example, if the Service Desk can be reached between 08 and 16 during the day time, or if it can be reached the whole day, or in the afternoons and evenings, or even during specific weekends.
  
  ==== Stability ====
  
- Is often measured with the number of times of downtime for a period, or that the average time between episodes of downtime. One can also measure the time it takes to the system comes up again.
+ Is often measured according to the amount of downtimes in a period of time, or the average time between downtimes. One can also measure the time it takes the system to come up again after downtimes.
  
  ==== Support ====
  
@@ -132, +132 @@

  
  Alternative solutions are also important to include in the budget. This applies both for the operation and the equipment. Today there are several vendors who specialize in the operation of computer equipment in schools with varying prices and quality. Number of simultaneous users and type machines and software to be maintained, also means a lot.
  
- If you want a laptop for all teachers and students one will easily get 5-6 times higher costs than if you have desktops with three students for each client machines.
+ If one would like to have laptops for all teachers and students one will easily get 5-6 times higher costs than if one had desktops with three students for each client machine.
  
  === Accounting ===
  
  The accounts will mainly consist of invoices for purchased equipment, cabling, repair, operation and extra services. When the accounting period is over, it is important to go through the numbers and compare this with the budget.
  
- === Planning accounting and billing ===
+ === Planning the accounting and billing ===
  
  Not all municipalities have accounting that shows ICT costs broken down by each school. There may be practical reasons for this, such as discounts and the like that the municipality gets centrally. Therefore it is important to do some planning so that you get an overview of what costs have been for operating and procurement when the accounts should be assessed against the budget.
  
@@ -157, +157 @@

  Capacity planning is used to ensure that all parts of the ICT solution has sufficient capacity to safeguard users' requirements. This includes:
  
   * Monitoring the performance of ICT services including infrastructure
-  * Configuration of systems to ensure they are optimally utilised to what the users actually do
+  * Configuration of the systems to ensure they are optimally utilised to what the users actually do
   * Understanding user needs and planning for possible changes in the systems to take care of future needs
   * Resource planning in cooperation with the budget officer
   * Preparation of a capacity plan to ensure delivery of operations in accordance with the agreed service level
@@ -173, +173 @@

  
  It is essential for good capacity planning that the systems are continuously monitored to obtain the necessary data.
  
- Typical data which are monitored are:
+ Typical data that is monitored is:
  
   * Processor utilization
   * Memory utilization
   * CPU usage per task
-  * Response times for users per task
+  * Response time per task for users
   * Printer management - the number of prints, queue length, time for print outs
   * Storage capacity
   * Number of clients
   * Number of logins
   * Number of simultaneous users
  
- In Debian Edu, Nagios used as a monitoring tool.
+ In Debian Edu, Nagios is used as a monitoring tool.
  
  === Analysis ===
  
@@ -205, +205 @@

  
  ||'''Bottlenecks'''||'''Actions'''||
  ||Missing sound, USB stick support and DVD on thin clients.||Install diskless workstations (> 800 MHz processor, > 256 MB RAM)||
- ||Has 60 thin clients connected to the server and want more PCs.||Go for diskless clients, or install another a thin client server||
+ ||Has 60 thin clients connected to the server and wants more PCs.||Go for diskless clients, or install another a thin client server||
- ||Thin clients runs slowly after we expanded with 20 pieces without acquiring a new server machine||Install 2GB more memory on the server machine||
+ ||Thin clients run slowly after we expanded with 20 pieces without acquiring a new server machine||Install 2GB more memory on the server machine||
  ||Thin clients with 32MB memory does not start after upgrading to Skolelinux 2.0||Turn on cache (swap) of the thin clients, or downgrade to LTSP 4.2 which is set up with swap.||
  ||Flash animations make the thin clients slow when 50 students are logged into the same server machine||Install diskless clients||