The Service Level Management and SLA Toolkit
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Service Level Management, when performed successfully, can ensure that disputes are resolved and expectations are fulfilled and generally work to improve the relationship between the IT organization and the customers it supports. This established toolkit supports your Service Level Management goals by providing step-by-step guides, templates, and best practice examples that will enable you to meet this challenge head on.
By creating an IT Service Management (ITSM) strategy, enterprises are able to maximize end-user productivity, improve operational effectiveness, and enhance overall business performance. If managed effectively, communications and the overall relationship between the IT organization and the business units improves, and expectations are both set and met at the correct level.
BUT designing, implementing, and maintaining a Service Level Management process can seem an overwhelming task?where do you begin? What are the benefits and goals? How do you ensure the objectives are in tune with the organizations overall mission and objectives? How can you get your managers on board with this new opportunity? How would you manage the different requirements and expectations of your customers? How do you create an SLA, OLA, and UC? What processes and staff should be involved? Which documents do you need? What ITSM tools are required? And how do you choose them? How do you begin to ascertain what is already in place and what needs improving within the current infrastructure?
This reputable Service Level Management and SLA Toolkit promises to provide you with ALL the answers. It proves to act as a guiding hand to assist you in building your knowledge and understanding of Service Level Management.
This recognized Service Level Management and SLA Toolkit contains presentations, blueprints, and assessments:
The carefully created Power Point Presentations can be used to educate or be used as the basis for management presentations or when making business cases for implementation. These presentations will give you an insightful plethora of knowledge and understanding of all the terms, activities, and concepts required within the Service Level Management and SLA process.
The supporting documents and assessments provided within this toolkit will help you identify the areas within your organization that require the most activity in terms of change and improvement.
Additional Information and bonus material containing success secrets to embedding Service Level Management into any organization are provided and will enable you to hugely increase your success rate.
A Quick Look Inside:
1. Presentation?SLM Introduction
2. Presentation?Managing Change
3. Presentation?Organizational Behavior and Leadership
4. SLM Scope Template
5. SLM Communication Plan Template
6. SLM Implementation Plan Template
7. SLM Business Justification Template
8. SLM Functional Specification Template
9. SLM Process Manager Role Description Template
10. SLM Business and IT Service Mapping
11. SLM Customer-based SLA Template Example
12. SLM Multi-Level SLA Template Example
13. SLM Service-based SLA Template Example
14. SLM Objectives and Goals Template
15. SLM Operational Level Agreement Template Example
16. SLM Underpinning Contract Template Example
17. SLM Policies, Objectives, and Scope Template
18. SLM Price List Example
19. SLM Reports, KPIs, and Other Metrics Template
20. SLM Service Level Requirements Template
21. SLM Service Options Template
22. SLM Technical Specifications Template
23. SLM Review Doc
24. SLM_ITSM Tool Requirements Template and
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