April Service Level Management ITSM Share-and-Learn slides
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April 2008 slides for our department's ITSM share-and-learn, where people come to talk about IT Service Management best practices and how they can be applied to our department.
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This document provides a template for a Service Level Agreement (SLA) to formally define the level of service between two parties, one as the customer and the other as the service provider. The template outlines the service description and scope, roles and responsibilities of each party, processes for requesting service, hours of coverage and response times, maintenance procedures, pricing structure, reporting requirements, and duration and review of the agreement.
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1. Appoint Service Level Manager
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5. Develop Underpinning Contracts
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4) Establishing configuration management and change management processes to ensure consistency and handle incidents.
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Key Benefits of Remote Infrastructure Management:
• Better Productivity
• Improved IT infrastructure up time
• More transparency & control
• Instant Problem Identification & resolution
• Reduced Operation Costs
• Pro active approach
• Increased ability to adopt new technologies
• Streamlined Business Operations
• More ROI (Return on Investment)
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Desktop Services- Configuration of applications& software, desktop scanning for security purposes, data backups, updating anti-virus on a regular basis.
Network Services- Network availability, regular network monitoring & reporting, configuration backups, network device management.
Help Desk Services- Around the clock 24x7 help desk coverage, instant ticket management, issues are taken care either by Telephone, Email or Help desk Portal.
IT Security Services- Flexibility & preparedness for all new & existing services, security compliance.
BCP (Business Continuity Plan) or DR Services- To ensure infrastructure availability from a different premises if possible, or provide remote access infrastructure setup for users to enable login from different locations such as hotel, office, or while traveling.
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Pre-defined SLA (Service Level Agreements)
Instant troubleshooting & Problem Management
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Implementing Service Level Management (SLM) - PPT
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/implementing-service-level-management-slm--ppt-3042
DOCUMENT DESCRIPTION
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) .
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An SLA is an agreement between a customer and service provider that defines the services to be provided and required service levels. An OLA is an internal agreement within a company that defines how groups will deliver services to support the SLA. While an SLA is a public commitment to customers, an OLA is an internal agreement on how groups will work together to ensure the SLA is met. OLAs form the foundation to enable the organization to fulfill its commitments in the SLA.
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and how you could get support from manufacturers when such machines/software break down or need support/ maintenance .
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A Service Level Agreement defines the level of service expected between a service provider and customer. It outlines different service level scenarios for critical, departmental, and individual requests, as well as response versus resolution times. Current service levels are reviewed and the process for submitting service requests, including for forgotten passwords, is outlined.
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This document discusses shortcomings of traditional service level agreements (SLAs) and proposes an alternative approach using performance decrements. It notes that while SLAs are needed, they are often disliked due to unrealistic terms and paltry penalties. The document then recommends focusing SLAs on major outages instead of minor issues by using bonuses for exceeding targets and penalties for missing critical thresholds. It acknowledges challenges in implementing this approach but provides examples of how decrements could work in practice and lessons that could improve more traditional SLAs.
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The document discusses improving customer-centric service quality management. It emphasizes integrating a variety of network and customer data to create a unified service management system. This allows monitoring key performance indicators and identifying issues to proactively alert of service irregularities. Taking a customer-focused approach to service quality monitoring and maintaining it as an ongoing process can help close the gap between customer needs and operator service quality.
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The document outlines the operational structure and processes for transitioning to a new DSL voice over IP (VOIP) service. Key aspects include:
1) Deploying servers simultaneously across locations while ensuring consistent configurations and testing the service with select employees first.
2) Evaluating service parameters based on feedback and surveys to identify any issues before full rollout.
3) Maintaining configuration items, media libraries, and stores to manage the infrastructure.
4) Establishing configuration management and change management processes to ensure consistency and handle incidents.
5) Validating the service and collecting customer satisfaction feedback once users complete the trial period.
ITIL in Telecom part 2
The document discusses several telecommunication services including broadband internet, VOIP, IPTV, SMS gateway, and BlackBerry services. It provides details on the service portfolio, pipeline, demand management, financial management, design, supplier management, service level agreements, and continuity plans for each service. Key information included are the services offered, target customers, value propositions, pricing structures, components, and organizational responsibilities for managing the services.
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This document describes the availability management process. It provides definitions for process goals, objectives, inputs, outputs, activities, and roles. The main goals are to support business and IT availability requirements through service level agreements and operational level agreements. Key activities include providing availability targets and metrics in response to requirements, producing an availability plan, and monitoring and reporting on availability metrics and service level achievements.
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Lessons learned
The document discusses best practices for organizations outsourcing their managed network services to third-party providers. It recommends (1) structuring contracts to allow termination of specific services without impacting others, (2) establishing clear service level agreements with financial penalties for non-compliance, and (3) engaging in vendor management throughout the engagement to ensure quality service delivery. Outsourcing network services can reduce costs but also exposes organizations to risks, so following these practices can help mitigate risks and maximize results from outsourcing.
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Service level management involves two cycles. The first cycle is to understand customer needs, agree on service level agreements that define key performance indicators, and negotiate these SLAs. The second cycle is to monitor compliance with the SLAs, report on performance, and identify ways to improve service delivery and meet future agreements.
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• Infrastructure Management Services- Infrastructure Management services is a highly flexible and configurable stack of services, helping companies from small to large enterprises administer their IT department with improved efficiency & cost-effectively.
Key Benefits of Remote Infrastructure Management:
• Better Productivity
• Improved IT infrastructure up time
• More transparency & control
• Instant Problem Identification & resolution
• Reduced Operation Costs
• Pro active approach
• Increased ability to adopt new technologies
• Streamlined Business Operations
• More ROI (Return on Investment)
ITBD manages your complete IT infrastructure with Unlimited remote support services. Our Remote Infrastructure services suite includes:
Desktop Services- Configuration of applications& software, desktop scanning for security purposes, data backups, updating anti-virus on a regular basis.
Network Services- Network availability, regular network monitoring & reporting, configuration backups, network device management.
Help Desk Services- Around the clock 24x7 help desk coverage, instant ticket management, issues are taken care either by Telephone, Email or Help desk Portal.
IT Security Services- Flexibility & preparedness for all new & existing services, security compliance.
BCP (Business Continuity Plan) or DR Services- To ensure infrastructure availability from a different premises if possible, or provide remote access infrastructure setup for users to enable login from different locations such as hotel, office, or while traveling.
• How we do it differently?
Pre-defined SLA (Service Level Agreements)
Instant troubleshooting & Problem Management
Constant Service Level Maintenance
In-depth Reporting
Best Practice Driven
Fast & Effective Services
ITBD Service Offerings:
At IT by Design, each of these service offerings can work individually, or in combination in order to provide a valuable contribution to the overall IT infrastructure of your company. Allowing your employees to focus on core business objectives.
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