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) .
Service Level Management PowerPoint Presentation SlidesSlideTeam
This deck consists of total of thirty three slides. It has PPT slides highlighting important topics of Service Level Management Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
IT managers and people involved in purchase of hardware for your organisation. here is a bit of what you need to know.
and how you could get support from manufacturers when such machines/software break down or need support/ maintenance .
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) .
Service Level Management PowerPoint Presentation SlidesSlideTeam
This deck consists of total of thirty three slides. It has PPT slides highlighting important topics of Service Level Management Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
IT managers and people involved in purchase of hardware for your organisation. here is a bit of what you need to know.
and how you could get support from manufacturers when such machines/software break down or need support/ maintenance .
IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | S...Simplilearn
This presentation on 'IT Service Management' will take you through everything you need to know about the concept of IT service management. ITSM is the practice of delivering IT services and supporting internal customers with the help of people, processes and technology. The video will also cover concepts like what is ITIL, what is ITSM, key concepts of ITSM and the ITIL service lifecycle.
What are the course objectives?
ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.
What skills will you learn?
Upon completion of this ITIL Certification training you will learn:
- Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
- How ITIL principles can help an individual understand and apply IT service management in their organization.
- How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques.
- The purposes and key terms of 15 ITIL practices.
- Industry best practices for deploying IT services.
Below are the topics explained in this ITIL presentation:
1. What is ITIL?
2. Why ITIL?
3. ITIL Service Lifecyclehttps://www.simplilearn.com/it-service-management/itil-foundation-training
ITIL Service Level Agreement PowerPoint Presentation SlidesSlideTeam
This complete deck covers various topics and highlights important concepts. It has PPT slides which cater to your business needs. This complete deck presentation emphasizes ITIL Service Level Agreement PowerPoint Presentation Slides and has templates with professional background images and relevant content. This deck consists of total of nineteen slides. Our designers have created customizable templates, keeping your convenience in mind. You can edit the colour, text and font size with ease. Not just this, you can also add or delete the content if needed. Get access to this fully editable complete presentation by clicking the download button below. https://bit.ly/2yQW2FD
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
IT Service Management Tutorial | What Is ITSM? | ITIL Foundation Training | S...Simplilearn
This presentation on 'IT Service Management' will take you through everything you need to know about the concept of IT service management. ITSM is the practice of delivering IT services and supporting internal customers with the help of people, processes and technology. The video will also cover concepts like what is ITIL, what is ITSM, key concepts of ITSM and the ITIL service lifecycle.
What are the course objectives?
ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.
What skills will you learn?
Upon completion of this ITIL Certification training you will learn:
- Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
- How ITIL principles can help an individual understand and apply IT service management in their organization.
- How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques.
- The purposes and key terms of 15 ITIL practices.
- Industry best practices for deploying IT services.
Below are the topics explained in this ITIL presentation:
1. What is ITIL?
2. Why ITIL?
3. ITIL Service Lifecyclehttps://www.simplilearn.com/it-service-management/itil-foundation-training
ITIL Service Level Agreement PowerPoint Presentation SlidesSlideTeam
This complete deck covers various topics and highlights important concepts. It has PPT slides which cater to your business needs. This complete deck presentation emphasizes ITIL Service Level Agreement PowerPoint Presentation Slides and has templates with professional background images and relevant content. This deck consists of total of nineteen slides. Our designers have created customizable templates, keeping your convenience in mind. You can edit the colour, text and font size with ease. Not just this, you can also add or delete the content if needed. Get access to this fully editable complete presentation by clicking the download button below. https://bit.ly/2yQW2FD
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
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This presentation is about -
History of ITIL,
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Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
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2. Overview
• SLM at a glance
– Defining Customer Impact
– Example of process interlinks
– Define requirement reporting
• Implementation
– Coaching
– Service Catalog
– OLA’s
– SLA’s
– UC’s
– Reporting & Metrics
3. SLM Shortly
Objective
Maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting
upon IT Service achievements and instigation of actions to eradicate poor service in line with business or
cost justification. PLAN, DO, CHECK, ACT.
Activities Steps
Identify •Identify business perspectives (Customers,
Products, LOB’s, Value Chain, Goals..etc)
•Evaluate process maturity
Planning • Planning (appoint SLM Process Mgr, mission
statement, objectives and scope, awareness, roles,
tasks and responsibilities)
• Plan monitoring capabilities
• Identification of support tools
• Establish initial perception
• Underpinning contracts review
Implement • Produce a service catalog
• Draft
• Negotiate
• Review UCs and OLAs
• Agree SLA
Ongoing
Process
• Monitor
• Report (service achievement reports)
• Service Review Meetings
• Service Improvement Program
• Maintenance of SLAs, contracts and OLAs
Periodic Review • Review process
• Review SLA, OLAs, UC’s
4. SLM in ITIL
Key ITIL Process Relationships
• Change Management
• Availability
• Reliability
• IT Service Continuity
• Security
• Service Desk
Key KPI’s
• # or % of services
covered/endorsed
• # or % of SLA service
targets met
• Review meetings
held on time
• Document of issues
raised and resolved
• # or % of service
targets severity of
breeches
• SLAs monitored and
regular reports
SLA Structure
• Service-based = SLA
covers one service for all
the customers of the
service.
• Customer Based =
SLA with an individual
Customer group,
covering all the
services they use.
• Multi-level SLAs =
Corporate level,
customer level and
service level
agreements in a three
layer structure.
5. Strategic SLA Structures
Corporate-Based SLA
Generic and Cover Entire Business
Customer-Based SLA
Meets Unique Needs of
Customer
Business
Unit A
Business
Unit B
Business
Unit C
Service X
Service-Based SLA
Meets Unique Needs of a Particular
Service
Service Y
Business Unit A
covered by the corporate
SLA, a Customer-A SLA
and a Service-X SLA
(High Complexity
Difficult to Implement)
Business Unit A
covered by the corporate
SLA, a Customer-A SLA
and a Service-X SLA
(High Complexity
Difficult to Implement)
Business Unit B
covered by the
corporate SLA
and Service-X
SLA
Business Unit B
covered by the
corporate SLA
and Service-X
SLA
Business Unit C
covered by the
corporate SLA only
(Low Complexity
Easy to Implement)
Business Unit C
covered by the
corporate SLA only
(Low Complexity
Easy to Implement)
6. SLM Architecture (chronic order)
ADJD Customer
IT operations
External Providers or Vendors
Service desk
Internal Service Provider ( IT Business Unit )
OLA
Underpinning
Contracts
SLA
7. Customer’s View
• Improvement of service quality
• Reduction in service disruption
• Financial savings
• Less time and effort spent by IT staff in resolving fewer
failures
• ADJD Customers able to perform business functions
without adverse impact
• IT services designed to meet SLR
• Improved relationship with customers
• Higher customer satisfaction
• Manage Customer Expectations – Number One
8. Implementation
• Appoint Service Level Manager
• Assemble Project Team
• Create Service Catalog (Service Brochure)
• Develop Operational Level Agreement
• Develop Service Level
Agreement/Underpinning Contracts
• Develop Reporting
• Develop SLM process for review, audit and
modify
9. Service Level Manager
• Roles and Responsibilities as defined by ITIL
– Create service catalog
– Formulates, agrees and maintains SLM structure
– Negotiates, agrees and maintains SLA with
customer
– Negotiates OLAs with IT provider
– Analyses and reviews service performance
against SLAs and OLAs
10. Project Team
• Core “silo” team (networking, security, application
development, infrastructure, client/server, etc.)
• Each team must provide a senior manager and attend
all sessions for authority to negotiate
• All process owners
• Service Desk Manager
• Customers
– Representative of each ADJD business unit
– Senior level
– End user
• No more than 15 representatives – too many makes
negotiation difficult
11. Changing the IT Culture
Task 1
Task 3
Task 2 Task 4
Task n
Processes
Silos
12. Service Catalog
• Initiate with a site survey
– All applications, services and products (CIs)
– Number of users
– Business impact and value chain
• Develop a standard list of products and services provided
• Determine the level of support to be provided at the
service desk
• Define the internal support provide responsible for
functional escalation and problem management
• Modified later to contain cost information
• Subsection creates the customer brochure
• Finalize list with project team
• Becomes part of the change management process
13. Operational Level Agreements
• Establish current baseline
• Although ITIL allows for multiple OLAs, we will
recommend that only one to be negotiated and
implemented
• Simplistic SLM scheme easier to negotiate,
implement, manage and change
– Establish corporate level OLA
– Corporate level SLA
– UC’s
– Through monitoring and review create more
complexity as it is required
14. Service Level Agreement
Contents
• Introduction
• Service Hours
• Availability
• Reliability
• Support
• Throughput
• Transactional response times
• Batch turnaround times
• Change
• IT Service Continuity and Security
• Charging
• Service reporting and reviewing
• Performance incentives/penalties
• It’s easier to negotiate a
corporate level SLA initially
• Some core business units have
special requirements based
upon service/customer
requirements
• To avoid making multiple SLAs
with conflicting and vastly
different objectives
15. Reporting – Key Metrics
• Sources
– ACD
– KM
– Incident/Problem Management System
– Email
• Types of Reports
– Service Level
• Average speed of answer
• First Contact Resolution
• MTTR
• Response and Resolution service breeches
• Response and Resolution attainment (SLM compliance)
• Availability, Reliability, Capacity (when part of SLA/OLA, UC)
– Trending
• Recurring Incidents
• Customer Satisfaction
16. Reporting – cont.
• Reporting must provide information to
management on the attainment of service
level commitments.
• Must not be a punitive process but
perceived as one in which the organization
makes business decisions on resources and
cost of service based upon attainment
• Weekly reports on service breeches
• Monthly reporting on trends
• Monthly meetings with project team to
make strategic decisions
• Based upon SLA/OLA and defined
measurement points in process diagrams
17. Roadmap
OCT09 NOV09 DEC09 JAN10 FEB10 MAR10 APR10 MAY10 JUN10
Service Provisioning, Delivery, Support Service Charging & Enhancement
Baselining
Check process
maturity
assessment
Check services
maturity
assessment
Check process
automation tools
Check available
policies and
procedures
Check available
source
documents (IT
Strategy,
Corporate
Strategy, IT
Initiatives)
Identify role
players;
customers,
process owners,
products,
processes
Identify services
Planning
Develop project
plan including
resources,
activities,
communication,
budgeting
Team Assembly
Team structuring
and role
assignment
Service Catalog
Service design strategy
Service provisioning
Identify opportunities
Create service packages
Create service offering
Create service levels and
targets
Create service catalog processes
Develop service catalog portal
(order, basket)
Metrics and KPI’s
Explore measurement
opportunities or services
Identify metrics list
Develop automation and toolset
strategy
UC’s
Explore sourcing strategy
Identify suppliers
Map suppliers to services
Review UC’s
OLA’s
Identify service providers
Meet, negotiate and agree
on services, metrics and
service levels
Define, communicate and
agree on OLA structures
Communicate and agree on
OLA templates, forms,
procedures
Branding and marketing
of services
Create branding guide
Create promotion plans
Create service brochure
Create market probing
plans
SLA’s
Strategic SLA structure
Agree service levels and
targets
Agree SLA templates
Develop articulation
plans
Execute plans
Monitor and control
execution
Operation
Monitoring and reporting
Review SLA’s, OLA’s
Review and optimize processes
Plan for performance management
Execute enhancement plan
18. Suggested Roadmap
Publish 1st
version of service catalogue
Finalize vendor OLA’s for
outsourcing of service, licenses
and warranties
Endorse and sign
formal OLA’s
with IT service
owners
OCT09 NOV09 DEC09 JAN10 FEB10 MAR10 APR10 MAY10 JUN10
Endorse and
sign formal
SLA’s with
ADJD users