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BENEFITS OF DOCUMENT
DESCRIPTION
Service Level Management Process is essential ITSM Process.
Document describes the process in detail including very detailed description of Process flow steps. Other than that, document contains Service Level Management key definitions, process roles, CSFs, KPIs, Risks and Challenges.
This presentation describes a Service Level Management (SLM) process according to ITSM 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
This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.
This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.
This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.
This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.
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Source: Best Practices in Service Management PowerPoint Slides: Service Level Management (SLM) - Process & Implementation PowerPoint (PPTX) Presentation, Ivana Nissen
OVERVIEW
Ivana Nissen is an experienced Director with extensive experience in the Management Consulting industry, specializing in Business Process Design, IT Service Management, and IT Strategy. Ivana has a Master of Science (MSc) in Mathematics and Computer Science. [read more]
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Service Management ITIL ITSM Information Technology Change Management Configuration Management Project Management Incident Management Problem Management Service Transformation Fourth Industrial Revolution Augmented Reality ISO 20000 Access Management M&A (Mergers & Acquisitions)
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