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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
Measuring SLA performance, reporting results, and adjusting as necessary
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Source: Best Practices in Service Management PowerPoint Slides: ITIL 4 Service Level Management Comprehensive Material PowerPoint (PPTX) Presentation, Samir Faraj
ABOUT THE AUTHOR: SAMIR FARAJ
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]
Technically advanced and object-oriented professional offering extensive experience in varied streamlining IT functions. Excel at spearheading IT projects from inception to successful completion within set deadlines. Skilled in creating, training, and leading cross-functional teams to meet short- and long-term business objectives. Well-versed in collaborating with cross-functional teams to efficiently utilize project resources and manage day-to-day operations. Adept at liaising with cross-functional teams and senior leadership for supporting strategic decisions. Proven track record in training and mentoring team members aimed at providing exceptional IT services in line with company standards. Knowledgeable in Web Design such as WordPress, SEO, Digital Marketing, eCommerce, and Facebook and Instagram marketing. Proficient in leveraging Google AdWords and social media such as Twitter, Facebook, Instagram, and LinkedIn.
This business document is categorized under the function(s): Information Technology Governance, Risk, & Compliance
It applies to All Industries
File Type: PowerPoint (pptx)
File Size: 3 MB
Number of Slides: 95 (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.
Initial upload date (first version): Feb 12, 2021
Most recent version published: Nov 8, 2021
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