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DESCRIPTION
This document establishes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram of the process)
This document introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.
Document contains suggested templates for Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract (UC) structure, Service Review Meeting Agenda.
This document introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.
Document contains suggested templates for Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract (UC) structure, Service Review Meeting Agenda.
This document introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.
Document contains suggested templates for Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract (UC) structure, Service Review Meeting Agenda.
This document introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.
Document contains suggested templates for Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract (UC) structure, Service Review Meeting Agenda.
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Source: Best Practices in ITIL Word: Service Level Management (SLM) Template - Process Guide Word (DOCX) Document, 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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ITIL ITSM Service Management Incident Management Change Management Configuration Management Information Technology Project Management Workflow ISO 20000 Business Continuity Planning Business Impact Analysis Human Resources Problem Management Contract
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