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BENEFITS OF DOCUMENT

SLM process according to ITIL best practice
Implementation guide for SLM process
Awareness and Implementation Workshop for SLM process

DOCUMENT DESCRIPTION

ITIL Service Level Management Process is essential Process in Service Support. Process is contained in ITIL Service Design book. Document describes the process in detail including very detailed description of Process flow steps. Other than that, document contains ITIL Incident Management key definitions, process roles, CSFs, KPIs, Risks and Challenges.

This presentation describes a Service Level Management (SLM) process according to ITIL best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.

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

Document also 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

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Source: ITIL Service Level Management (SLM) - Process & Implementation PowerPoint document

ITIL Service Level Management (SLM) - Process & Implementation

Sold by Ivana Nissen (this author has 21 documents)

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This business document is categorized under the function(s): Information Technology ITIL

It applies to All Industries.

File Type: PowerPoint (pptx)

File Size: 1.3 MB

Number of Slides: 45

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

This product contains a supplemental PDF document.

Initial upload date (first version): Dec 20, 2017
Most recent version published: Feb 14, 2018

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ITIL Service Level Management (SLM) - Process & Implementation

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