ITIL ® Service Level Management

The aim of this course is to encourage all employees to participate in the success of their companies by aligning IT services with the current and future needs of the business and its customers, improving the quality of the IT services delivered, and reducing the long term costs of service provisions.

Resources

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Chapter headings

Why Is There A Need For Service Level Management -- Goal For SLM -- Scope For SLM -- Service Level Management Basic Concepts -- Service Level Management Benefits -- Service Level Management Potential Problems -- Service Level Management Costs -- Possible Problems Associated With Service Level Management -- Establishing Initial Planning Activities -- Monitoring The Process -- Discover What The Initial Perception Is Of The Service -- Verify Underpinning Contracts And Operational Level Agreements -- Creating a service catalogue -- Managing Customers Expectations -- Service Level Agreement Structure -- Identifying Service Level Requirements -- How To Word an SLA -- Agreement From All Parties -- Monitoring The On Going Process -- Reviewing Operational Level Agreements and Underpinning Contracts -- Establishing Reporting And Review Procedures -- Tell Everyone About The SLA & The Process -- Monitoring The SLA & Reporting The Findings -- Service Level Management Meetings -- Establishing A Service Improvement Program -- Maintaining The SLM Process -- Constructing An SLA -- Performance Indicators