| Itil Workshop: Service Level Management |
ID: ssslm0 | Course Length:2 | Company Name:Choquette Technology Associates Inc.
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Module 0: Sla Basics |
- Goal for Slm
- Scope for Slm
- Service Level Management Basic Concepts
- Service Level Management Benefits
- Service Level Management Potential Problems
- Service Level Management Costs
- Possible Problems Associated With Service Level Management
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Module 1: Planning the Sla |
- Establishing Initial Planning Activities
- Monitoring the Process
- Discover What the Initial Perception Is Of The Service
- Verify Underpinning Contracts And Operational Level Agreements
- Creating a Service Catalogue
- Managing Customers Expectations
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Module 2: Implementing An Sla |
- Service Level Agreement Structure
- How To Word An Sla
- Agreement From All Parties
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Module 3: Sla Maintenance |
- Monitoring the On Going Process
- Reviewing Operational Level Agreements and Underpinning Contracts
- Establishing Reporting and Review Procedures
- Tell Everyone About the Sla and The Process
- Monitoring the Sla and Reporting the Findings
- Service Level Management Meetings
- Establishing a Service Improvement Program
- Maintaining the Slm Process
- Constructing An Sla
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