Secrets of Service Level Management A Process Owners Guide

Book description

An ITIL process guide that describes how to plan for, design, transition, operate and improve service level management. With a practical focus and real-life examples, this book turns the theory of SLM into practice.

Table of contents

  1. Copyright Page
  2. Dedication Page
  3. Contents
  4. List of figures
  5. List of tables
  6. About the authoring team
  7. Acknowledgements
  8. Preface
  9. 1. Service level management overview
    1. 1.1 Understanding service level management
    2. 1.2 Publication objectives and target audience
    3. 1.3 How to use this publication
    4. 1.4 Implementing service level management
  10. Part 1: Service strategy
    1. 2. Introduction to process strategy
      1. 2.1 Service level management strategy – overview
      2. 2.2 Positioning service level management in the organization
      3. 2.3 ITSM governance and the service level management dilemma
      4. 2.4 Service level management strategy factors
      5. 2.5 Initiating service level management
      6. 2.6 Summary
    2. 3. Envisioning value creation
      1. 3.1 Envisioning service level management
      2. 3.2 Three-day envisioning workshop
      3. 3.3 Process charter
      4. 3.4 Summary
    3. 4. SLM process assessment based on capability maturity
      1. 4.1 SLM process assessment overview
      2. 4.2 ITIL maturity assessment overview
      3. 4.3 The assessment activities
      4. 4.4 Outputs of the assessment
      5. 4.5 Summary
  11. Part 2: Service Design
    1. 5. Service structure
      1. 5.1 Service structure overview
      2. 5.2 Summary
    2. 6. SLM functions and processes
      1. 6.1 Service level management – a high-level process
      2. 6.2 Service level management – functional areas
      3. 6.3 Overall integrated SLM process
      4. 6.4 Summary
    3. 7. Process modelling and documentation
      1. 7.1 Process modelling theories
      2. 7.2 Service level management – modelling and documentation
      3. 7.3 Level 1 – the process framework
      4. 7.4 Level 2 – process flows
      5. 7.5 Level 3 – work instructions
      6. 7.6 Summary
    4. 8. Structure of service level agreements
      1. 8.1 Service level agreement overview
      2. 8.2 Refining the SLA structure
      3. 8.3 The SLA structure
      4. 8.4 Critical service levels versus key performance indicators
      5. 8.5 Summary
    5. 9. Metrics development and the ‘solution sets’ technique
      1. 9.1 Service measurement overview
      2. 9.2 Service metrics overview
      3. 9.3 Service level packages and service differentiation
      4. 9.4 Service metric definition
      5. 9.5 The development process
      6. 9.6 Metrics guidelines
      7. 9.7 Solution sets
      8. 9.8 Summary
    6. 10. Financial management for SLM
      1. 10.1 Financial management and IT service management
      2. 10.2 Cost modelling
      3. 10.3 Chargeback
      4. 10.4 Financial incentives and penalties
      5. 10.5 Summary
    7. 11. Support tools for SLM
      1. 11.1 Functional requirements document
      2. 11.2 Choosing appropriate tools
      3. 11.3 Metrics management solution
      4. 11.4 Performance reports solution
      5. 11.5 Service improvement plan solution
      6. 11.6 Cost management solution
      7. 11.7 Summary
  12. Part 3: Service Transition
    1. 12. Transition planning
      1. 12.1 Service transition overview
      2. 12.2 Service transition guidelines
      3. 12.3 Summary
    2. 13. Transition work streams
      1. 13.1 Transition activities and work streams
      2. 13.2 People
      3. 13.3 Process
      4. 13.4 Products
      5. 13.5 Partners
      6. 13.6 Summary
  13. Part 4: Service Operation
    1. 14. Operational service level agreement management
      1. 14.1 Service level agreement management overview
      2. 14.2 Service level agreement
      3. 14.3 Service level requirements
      4. 14.4 Operational level agreements and underpinning contracts
      5. 14.5 SLA management – the operational process
      6. 14.6 Summary
    2. 15. Service reporting
      1. 15.1 Service reporting overview
      2. 15.2 Service level agreement compliance report
      3. 15.3 SLA adjudication
      4. 15.4 Dashboards
      5. 15.5 Data sources – challenges of solutions
      6. 15.6 Report catalogue
      7. 15.7 Service reporting framework for SLM
      8. 15.8 Summary
    3. 16. Service review
      1. 16.1 Service review overview
      2. 16.2 Inputs and outputs
      3. 16.3 Service review process
      4. 16.4 Emergency service reviews
      5. 16.5 Summary
    4. 17. Service improvement plan
      1. 17.1 Service improvement plan overview
      2. 17.2 CSI register overview
      3. 17.3 Service improvement plan process
      4. 17.4 Summary
    5. 18. Service relationship management and customer satisfaction survey
      1. 18.1 Service relationship management overview
      2. 18.2 Service relationship management activities
      3. 18.3 Customer satisfaction survey overview
      4. 18.4 Customer satisfaction survey – methods
      5. 18.5 Customer satisfaction survey – process
      6. 18.6 Summary
    6. 19. Stakeholder management and risk management
      1. 19.1 Stakeholder management overview
      2. 19.2 Risk management
  14. Part 5: Continual Service Improvement
    1. 20. Continual service improvement for SLM
      1. 20.1 Continual service improvement: overview
      2. 20.2 Process improvement – methodologies
      3. 20.3 Process improvement – model for service level management
      4. 20.4 Reactive process improvement
      5. 20.5 Proactive process improvement
      6. 20.6 Guidelines for improving the redesign process
      7. 20.7 Service level management – extreme makeover
      8. 20.8 Summary
  15. End Matter
    1. 21. Conclusion
  16. Back Cover

Product information

  • Title: Secrets of Service Level Management A Process Owners Guide
  • Author(s): AXELOS
  • Release date: March 2013
  • Publisher(s): TSO
  • ISBN: 9780113315109