The security of systems, services and data is an important aspect. These elements should therefore be protected from internal and external attacks. 7 2 Introduction 2.1 Level of Benefits This chapter examines the services on which ALS is based. Provides application management and maintenance capability (clusters of) applications: Xxxx xxxx In the Dates and Procedures file is included an agreed list of objects to be managed by (cluster of) applications. 2.2 Administrative Services For the performance of the tasks covered in point 2.1, the services to be provided are: Services to provide incident assistance Rapid Management Services Services watch Services Level Management Description Ofs; Answer questions. Incident registration, management and repair (2nd Incident Management Directorate) through emergency measures. Notifications are recorded .b a helpdesk tool and the events analyzed. Capture and track known errors and create RFCs and performing Proactive Incident Management associated. Implementation of changes, less than 8 hours. (with a maximum of 40% of the total minimum management hours). Preparation during business hours Out-of-hours availability Call on custody. Control and control of the quality and quantity of the service provided. Application> 7/18 For each of these exceptions, it is necessary to determine what they contain and when they can count on them.
For example, we take the scheduled maintenance, it is good to define a maximum number of hours per month and provide a method of communication of maintenance to the customer. 18 5.2 Structure Level Frequency Who Subject Contract Management twice a year Customer Revenue Management> and changes to ALS and associated consequences for service Manager mst Opdracht Management Monthly Management Management Assignment Manager Client> ProgressReport of agreed service levels on a weekly monthly exit program to the client project manager> aggregation of task information (portfolio, modifications, projects) in accordance with the agreements.