BUY WITH CONFIDENCE
BENEFITS OF DOCUMENT
DESCRIPTION
ITIL 4 – Service Level Management Comprehensive Material
This document is a 97-slide PowerPoint presentation that provides an overview of IT Service Management based on the ITIL4 Best Practice Framework.
Service Level Management (SLM) is one of five components in the ITIL Service Delivery area. It is arguably the most important set of processes within the ITIL framework. SLM processes provide a framework by which services are defined, service levels required to support business processes are agreed upon, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are developed to satisfy the agreements, and costs of services are developed.
Executing Service Level Management processes permits IT staff to more accurately and cost effectively provision identified levels of service to the business. The processes ensure business and IT understand their roles and responsibilities and empower the business units.
In the end, business units are justifying to senior management the levels of service needed to support business processes, not IT. And the built-in continuous improvement processes ensure that when business needs change, supporting IT services change with them.
Service Level Management activities include:
Identifying business requirements by working with business units
Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance
Translating business requirements into IT requirements
Developing and maintaining a service catalog, including costs for different tiers of service performance
Performing gap analysis between business requirements and available services.
Determining the costs related to services such that service goals satisfy business needs at a price the business can afford
Drafting, negotiating, and refining SLAs with the business units, ensuring business requirements are met and agreement from all parties involved
Implementing SLAs
Measuring SLA performance, reporting results, and adjusting as necessary
Got a question about the product? Email us at support@flevy.com or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.
Source: Best Practices in Service Management PowerPoint Slides: ITIL 4 Service Level Management Comprehensive Material PowerPoint (PPTX) Presentation, Samir Faraj
OVERVIEW
Founder of The Innovation Company - Istanbul - Turkey
I am an ITIL4 Expert, TOGAF, COBIT, CLOUD COMUTING PRINCE2, SCRUM MASTER, ISO9001, ISO27001 Certified, with 19 Years of professional hands-on experience in implementing ITIL, provided many assessments and consultations to public and private sectors.
[read more]
Ask the Author a Question
Service Management ITIL Information Technology ITSM TOGAF Change Management Access Management Configuration Management ISO 20000 Problem Management Incident Management M&A (Mergers & Acquisitions)
Download our FREE Strategy & Transformation Framework Templates
Download our free compilation of 50+ Strategy & Transformation slides and templates. Frameworks include McKinsey 7-S Strategy Model, Balanced Scorecard, Disruptive Innovation, BCG Experience Curve, and many more. |