Implementing Service Level Management (SLM) - PPT (PowerPoint PPTX)

This presentation describes steps for Implementing a Service Level Management (SLM) process according to ITIL best practice and ISO 20000.

Document contains sample implementation guide with steps:
1. Appoint Service Level Manager
2. Assemble Project Team
3. Create Service Catalog (Service Brochure)
4. Develop Operational Level Agreement
5. Develop Underpinning Contracts
6. Develop Service Level Agreement
7. Develop Reporting
8. Develop SLM process for review, audit and modify

Document contains suggested content for Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract (UC) .

This PPT delves into the core objectives of Service Level Management, emphasizing the importance of delivering IT services that meet agreed-upon targets. It outlines a structured approach to negotiating, monitoring, and reporting on service targets to ensure alignment with business goals. The presentation provides a comprehensive overview of key definitions, including Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs), offering clarity on their roles and responsibilities.

The guide also addresses the design of SLA frameworks, presenting various models such as service-based, customer-based, and multi-level SLAs. Each model is explained with practical examples, ensuring that users can tailor their approach to their specific organizational needs. The document highlights the significance of assembling a core team, detailing the roles and responsibilities of team members, including senior managers, process owners, and service desk managers, to facilitate effective negotiation and implementation.

Creating a Service Catalogue is another critical aspect covered in this presentation. It provides a step-by-step process for developing a standard list of products and services, determining support levels, and defining internal support structures. The document emphasizes the need for a thorough site survey and collaboration with the project team to finalize the Service Catalogue, ensuring it remains up-to-date through a robust change management process.