The Complete ITIL Service Level Management Kit Introduction There is mounting pressure on all organizations to deliver higher levels of customer satisfaction.combine this with the growth in competition and the shrinking profit margins of companies it is very clear that success is a by-product of customer satisfaction. ITIL and in particular the Service Level Management process is becoming an increasingly important component to deliver higher customer satisfaction. A well-run Service Level Management initiative will also: Reducing the costs of running the business Ensure services delivered match customer requirements and expectations. This document describes the contents of the ITIL Service Level Management Kit.
The kit is not so much an education kit, but more a practical toolbox. The kit is designed for those who have Service Level Management awareness or skills, but not the time to develop the necessary templates and structure for the process implementation. The kit puts you on the path to a well run implementation. The documents provide an excellent starting point for crucial considerations. The kit serves to act as a starting point.
It will give you a clear path to travel.
It is designed to be a valuable source of information and activities. The Service Level Management kit: Flows logically, Is scalable, Provides templates and documents, Saves you time. Toolkit Contents Overview — SLM1100 Service Level Management Review Document This document provides a guideline for reviewing your organizations current maturity level in this process area.
It will also highlight areas that are open for improvement, and the format allows for multiple person involvement. SLM1200 Service Level Implementation Plan / Project Plan This document provides a skeleton outline for planning and project managing the process implementation. SLM1300 Service Level Management Policies and Guidelines Document It is important to set Policies and Guidelines for any ITIL process implementation initiative.
This document provides the background activities that must be considered when starting this work; this is setting Policy and Guidelines that set the direction for the project. SLM1400 Business and IT Service Mapping The first key task during a SLM implementation is to map the current Business Process to the provision of IT Services.
This document provides you with a guideline on how to do this and a template to capture the information. SLM1600 Communication Plan To be successful with a process implementation it is important to have a communication plan in place.
This document provides an approach and a selection of information to share as part of your communication campaign. SLM1700 Service Level Management Objectives and Goals This document includes a series of objectives and goals for the SLM process along with a skeleton map of the process itself.
It also includes a process for instigating and running a Service Improvement Program. SLM1800 SLM Process Manager Document
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