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BENEFITS OF DOCUMENT
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) .
Got a question about the product? Email us at [email protected] 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: Implementing Service Level Management (SLM) - PPT PowerPoint (PPTX) Presentation, Ivana Nissen
ABOUT THE AUTHOR: IVANA NISSEN
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.
ITIL v3 accredited trainer (2008 - today)
ITIL v2 accredited trainer (2003 - 2007)
ITIL consultant (2003 - today)
Service Desk Institute auditor (2004 - today)
Service Desk Institute consultant (2004 - today)
ITIL v3 Intermediate Qualification: Service Design (2011)
ITIL v3 Intermediate Qualification: Continual Service Improvement (2011)
ITIL v3 Intermediate Qualification: Service Strategy (2010)
ITIL v3 Intermediate Qualification: Service Transition (2010)
ITIL v3 Expert (2009)
ITIL v3 Managers Bridge (2009)
ITIL v3 Intermediate Qualification: Service Offerings and Agreements (2009)
ITIL v3 Intermediate Qualification: Operational Support and Analysis (2009)
ITIL v3 Intermediate Qualification: Service Operation (2009)
ITIL v3 Foundation (2008)
ITIL v2 Service Manager (2004)
Help Desk Analyst (2004)
Help Desk Manager (2004)
ITIL v2 Foundation (2003)
Ivana Nissen has published 26 additional documents on Flevy.
This business document is categorized under the function(s): Information Technology ITIL
It applies to All Industries
File Type: PowerPoint (pptx)
File Size: 435.9 KB
Number of Slides: 31 (includes cover, transition, & marketing slides)
Related Topic(s): Service Management
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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