Louie Wong

Service Level Agreement (SLA) is a legally enforceable document that defines the minimum performance criteria a service provider promises to meet while delivering a service to customer. Typically SLA is used to set out remedial actions to be taken and penalties to be imposed if performance metrics and service quality agreed to by both parties Read More …

There are five key steps involved in change management process development, namely: Filtering Requests for Change (RFCs) – To specify the details of needed change program and submit it to the Change Advisory Board (CAB) for consideration. CAB is an entity, which includes representatives from many divisions, such as the server and network operations, security Read More …

Problem Management is concerned with identifying the root causes of incidents and thus to avert or at least minimize the adverse impact of incidents by resolving underlying problems that are caused by errors within the Information Technology infrastructure, and to prescribe proactive measures to prevent recurrence of incidents related to these errors. Problems that come Read More …