Service Level Management Best Practice Handbook : Building, Running and Managing Effective Service Level Management SLAs-- Ready to Use Supporting Documents Bringing ITIL Theory Into Practice

Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the service level agreements (SLAs). This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating Service Level Management. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. The book starts with an initial strategy that is focused on planning Service Level Management services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for Service Level Management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a Service Level Management implementation early in its life by offering too much before there is a stable Service Level Management process in place. This book is realistic and lays the foundation for a successful implementation. The section on the actual design of the Service Level Management structure provides insights and information that can be applied to a large number of solutions. Since Service Level Management will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure Service Level Management to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when Service Level Management is established. This book gets into the meat by thoroughly covering the processes that are essential to running Service Level Management. There are many topics that stand out as both unique [to books of this genre] and reflect best practices by the best-run Service Level Management initiatives. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT. Professional resources and underlying technology are provided in detail. This book contains an in-depth coverage of operational requirements for Service Level Management once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done by most Service Level Management initiatives. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of Service Level Management to IT and business management. You will find this book to be one of the best for planning and implementing world-class Service Level Management. Title & Copyright ......Page 2 Write a Review......Page 3 TABLE OF CONTENTS......Page 4 INTRODUCTION ROADMAP......Page 6 SERVICE LEVEL MANGEMENT PRESENTATION......Page 10 SUPPORTING DOCUMENTS......Page 70 OBJECTIVES AND GOALS......Page 72 BUSINESS JUSTIFICATION DOCUMENTS......Page 76 SLM SCOPE......Page 82 POLICIES OBJECTIVE AND SCOPE......Page 90 SERVICE LEVEL REQUIREMENTS......Page 94 TECHNICAL SPECIFICATIONS......Page 102 FUNCTIONAL SPECIFICATIONS......Page 111 MULTI LEVEL BASED SLA......Page 120 SERVICE BASED SLA......Page 128 CUSTOMER BASED SLA......Page 136 UNDERPINNING CONTRACTS......Page 142 SERVICE OPTIONS......Page 146 PRICE LIST......Page 152 SERVICE CATALOG......Page 156 COMMUNICATION PLAN......Page 169 BUSINESS AND IT SERVICE MAPPING......Page 177 REPORTS KPIs AND METRICS ......Page 193 BUSINESS AND IT FLYERS......Page 199 EMAIL TEXT......Page 203 SLM PROCESS MANAGER......Page 209 IMPLEMENTATION PLAN AND PROJECT PLAN......Page 213 FURTHER INFORMATION......Page 221