[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=14&rev2=15

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  = Service Delivery =
  
- The main purpose of service delivery is to ensure proactive operation and ICT service delivers appropriate support for users. The purpose of service delivery is to focus on your organisation's needs. It is active learning, with use of ICT tools in the different subjects, the school needs. This chapter describes in order:
+ The main purpose of service delivery is to ensure proactive operations and that the ICT services deliver appropriate support for users. The purpose of service delivery is to focus on your organisation's needs. It is active learning, with use of ICT tools in the different subjects, the school needs. This chapter describes in order:
  
   * Service level management
   * Economy management
@@ -15, +15 @@

  
  Service Level Management is often shortened to the acronym SLA. Managing the the service level is about the quality of the operational services, measured in relation to what is agreed in a contract. There are definitely concrete figures for availability, response times, support, error correction etc.
  
- The objective is to have control over service level and improve the quality of the operational services. By repeating rounds the quality level us determined, monitored and reported. The purpose is to improve the contact between ICT administrators and users, to get an ICT service to the agreed quality delivered.
+ The objective is to have control over the service level and improve the quality of the operational services. By repeating rounds the quality level is determined, monitored and reported. The purpose is to improve the contact between ICT administrators and users, to get an ICT service, to the agreed quality, delivered.
  
- It is important to have a proven relation to different types of SLAs. One can choose from many types of agreements. Typically three types :.
+ It is important to have a determined opinion about different types of SLAs. One can choose from many types of agreements. Typically three types :
  
   * Agreement per service for all customers
   * Agreement per customer for all services
   * Agreement per service per customer
  
- All SLAs is to be administered, reported on and maintained. It quickly becomes confusing and much work that does not provide particular benefit. The purpose is to get an agreement that helps to improve quality of service. Therefore it is useful to think carefully about this, when the agreement is made. Here is an overview of what is important to make sure when you create an agreement for the service level management.
+ All SLAs are to be administerated, reported and maintained. It can quickly become confusing and produce much work that does not provide a particular benefit. The purpose is to get an agreement that helps to improve the quality of service. Therefore it is useful to think carefully about that, when the agreement is made. Here is an overview of what is important to make sure about when you create an agreement for the service level management.
  
  === 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.
+  * The agreement between the user and the operations of what's actually being measured. This must be seen from the users' perspective and not the ICT services perspective.
-  * Measurement and unambiguousity for the metrics included in the SLA
+  * Measurement for and unambiguousity about the metrics included in the SLA
-  * Decide realistic targets for service level (there is no point in promising more than one can keep)
+  * Decide realistic targets for the 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
  
  === Planning ===
  
  It is essential that the operations center has the technical capability to measure the values included in the SLA. This must be taken into account from the beginning.
  
- Furthermore, it is important to define the services dependent on subcontractors and therefore can't provide guarantees of service, or relies on a similar agreement with the subcontractor. The definition of dependencies is made because it should be clear who rectify problems, and to avoid ongoing negotiations before the error can be corrected.
+ Furthermore, it is important to define the services where one is dependent on subcontractors and therefore can't provide service guarantees, or relies on a similar agreement with the subcontractor. The definition of dependencies is made because it should be clear who should rectify the problems, and to avoid never ending negotiations until the error could be corrected.
  
- Level of service may be different for different user groups, or during different periods of the school year. For example, there may be difference between teachers and students, or a higher service quality when carrying out exams. Dialogue with all relevant users is important to ensure measuring of what's most relevant for each user group.
+ Level of service may be different for different user groups, or during different periods of the school year. For example, there may be differences between teachers and students, or a higher service quality when carrying out exams. Dialogue with all relevant users is important to ensure measuring of what's most important for each user group.
  
  === Implementation ===
  
- A service catalogue with all services included in the SLA It must prepared. A service will often be a application / program in this directory. It will often be different requirements for different services, and reflected in different objectives in the agreement. It will often be different requirements for different services, and it will be reflected in different targets in the agreement.
+ A service catalogue with all services included in the SLA must be prepared. A service will often be an application (program) in this directory. It will often be different requirements for different services, and it will be reflected in different objectives in the agreement.
  
- To establish and continually adjust the users' expectations can't be overstated. Often users have exaggerated expectations to the system and the services included. ICT service responsibility is to adjust expectations down to realistic levels before the service-level agreement (SLA) is signed. The operating management must also ensure that all users actually are notified and know about the expected service level through the agreement.
+ Establishing and continually adjusting the users' expectations can't be overestimated. Often users have exaggerated expectations to the system and the services included. ICT services' responsibility is to adjust expectations down to realistic levels before the service-level agreement (SLA) is signed. Operations management must also ensure that all users actually are notified and know about the expected service level through the agreement.
  
  For the structure of the SLA, see [[#Delivery--content-service-level-agreement|section in the service level agreement]].
  
  === The operational situation ===
  
- Monitoring of actually achieved service levels, and reporting back to the customer, are essential to preserve a good relationship between the Service Desk and the users. Format and level of detail for reporting, should be dealt with in the SLA.
+ Monitoring of the actually achieved service levels, and reporting back to the customer, are essential to preserve a good relationship between the Service Desk and the users. Format and levels of detail for reporting, should be dealt with in the SLA.
  
- It must be held periodic, for example quarterly or semiannually, meetings with the client. These meetings should result in concrete plans for the next period and, possibly, agreed implementation of new services.
+ It must be held periodic, for example quarterly or semiannually, meetings with the client. These meetings should result in concrete plans for the next period and, possibly, agreements for the implementation of new services.
  
  === Content of the Service Level Agreement (SLA) ===
  
@@ -66, +66 @@

  
  ==== Availability ====
  
- Access to the services. Is best measured as the time, period, one or more services have been unavailable, for example a calendar month. Different levels for different services may be agreed, for example depending on the degree of importance for users.
+ Access to the services. Is best measured as the period of time when one or more services have been unavailable, for example a calendar month. Different levels for different services may be agreed, for example depending on the degree of importance for users.
  
  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.
  
@@ -90, +90 @@

  
  ==== Change management ====
  
- Measures for time management, approval and implementation of change requests from users.
+ Measurement for the management, approval and implementation times of change requests from the users.
  
  ==== Security ====
  
@@ -257, +257 @@

  ||Error frequency||Even error rate can be measured per day or every month. 3 errors in the month and that the system is down between 08:00 until 18:00, is an example.||
  ||Error consequences||Measured values are a common starting point for judging whether an error to have consequences beyond ordinary error correction. The customer or the school for example, may ask to pay less for the operating agreement for the current month.||
  
- The most important is that your measure describes the user experience in the best possible way. Therefore, one should measure what is important for the user.
+ The most important is that your measurements describe the user experience in the best possible way. Therefore, one should measure what is important for the user.
  
  The feedback from schools is that printers gives most problems. This includes everything from the print queue has stalled, to missing paper or toner. Some have also experienced some instability with the browser, and that !OpenOffice.org suite is hanging. It may happen when your broadband connection is unstable and you have links in documents going to the Internet.