Service Level Management Complete Certification Kit - Comprehensive Study Book and eLearning Program

149 pages

English

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Service Level Management Complete Certification Kit - Comprehensive Study Book and eLearning Program , livre ebook

Emereo Publishing - Ivanka Menken

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149 pages

English

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A propos
Informations
Extrait

Description

The Service Level Manager is responsible for maintaining the service level agreement structure, including SLAs, OLAs and underpinning contracts. The SLM designs, maintains and reviews a structure for the process that covers the interactions of the people involved and the expected content of Service Level Management related documents. The SLM ensures that the repository of Service Level Agreements and supporting documentation is kept up to date and coordinates Service Level review meetings between Service Owners and support teams to review current targets and review Service performance.

Throughout this Certified program, you will gain in-depth knowledge of the critical elements of the Service Level Management process, beginning with an introduction to the process, terminology and general concepts. Before delving further into the role of the Service Level Manager, you will get fine-tuned in best practices for creating contracts, working with the service catalog, and, finally, the skills required to create and maintain effective relationships with customers and colleagues.

Learn How To:

1. Implement process design improvements identified

2. Collaborate with business and IT Groups to define, document and agree on service levels

3. Ensure that specific and measurable targets are developed for Services

4. Review underpinning contracts for impacts on Service Level Agreements

5. Make sure reports are produced for each service and that breaches of targets are highlighted, investigated and actions are taken to prevent their recurrence

6. Ensure that improvement initiatives identified in service reviews are acted on and progress reports are provided

7. Participate in reviews of service scope, associated, SLO/ SLAs, OLAs and other agreements on a predefined basis

8. Ensure that changes are accessed for their impact on service levels

9. Create and manage input for a Service Level Plan

10. Contribute to projects on details for Service Level Requirements

11. Report service metrics and service improvement initiatives to senior management

12. Build a robust reporting framework that will enable enhanced relationship management, operational efficiency and better monitoring of internal and external resources

Boost your career with this book, pass the included certified elearning course, and achieve your Service Level Manager certification.

About studying with The Art of Service:

Earn your certification on your terms. Whether you choose to learn online or classroom based, you can count on a challenging curriculum and a supportive learning environment. Quality is what you expect. You'll get it-and a whole lot more.

Your Education is Top of Mind: As a working student, we know that you're juggling the demands of family and work. So, you'll study online at your own pace. From the day you enroll, you'll see that it's all about you. From your initial direct needs to passing your certification - we help you every step of the way. In addition, you'll enjoy innovative technology. By accessing the online learning system, your book and tests, you'll be learning from techniques that The Art of Service pioneered.

An Innovative Approach: Be part of an institution that has grown from an upstart in 1999 to becoming today's leading eLearning provider for IT Professionals. Students study from more than 200 countries. Because you'll be learning from trainers who have real-world experience, you'll be able to apply what you learn in class one day to your job, the next. With learning streams at all levels, you'll have choices and room to grow.

Sujets

Computers

Informatique

Informations

Publié par	Emereo Publishing
Date de parution	24 octobre 2012
Nombre de lectures	0
EAN13	9781743331521
Langue	English
Poids de l'ouvrage	3 Mo

Informations légales : prix de location à la page 0,7998€. Cette information est donnée uniquement à titre indicatif conformément à la législation en vigueur.

Extrait

Foreword

As an educatîon and traînîng organîzatîon wîthîn the ïT Servîce Management (ïTSM) îndustry sînce 1998, we have watched wîth enthusîasm as înterest and adoptîon o the Servîce Leve Management process has grown and progressed over the years.

The evoutîon o the core prîncîpes and practîces that orm the best practîces o thîs process provîde the hoîstîc guîdance needed or an îndustry that contînues to mature and deveop at a rapîd pace.

Our prîmary goa îs to provîde the quaîty educatîon and support materîas needed to enabe the understandîng and appîcatîon o the Servîce Leve Management process în a wîde range o contexts.

Thîs comprehensîve book îs desîgned to compement the eLearnîng Servîce Leve Management program provîded by The Art o Servîce. The înteractîve onîne program uses a combînatîon o narrated presentatîons wîth exercîses, answer guîdes and mutîpe choîce quîzzes a desîgned to utîmatey prepare you or The Art o Servîce Servîce Leve Management certîicatîon exam.

We hope thîs book proves to be a useu too în your educatîona îbrary and wîsh you we în you ïT Servîce Management career!

The Art o Servîce

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How does ît work?

To post a revîew on Amazon, just ogîn to your account and cîck on the Create Your Own Revîew

button (under Customer Revîews) o the reevant product page. You can ind exampes o product

revîews în Amazon. ï you purchased rom another onîne store, sîmpy oow theîr procedures.

What happens when ï submît my revîew?

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înk. ït îs that sîmpe.

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How to access the assocîated Servîce Leve Management eLearnîng Program:

1. 2. 3. 4.

Dîrect your browser towww.theartoservîce.org Cîck ‘Logîn’ (ound at the top rîght o the page) Cîck ‘Create New Account’. ï you aready have an exîstîng account, pease move on to step 5. Foow the înstructîons to create a new account. You wî need a vaîd emaî address to conirm your account creatîon. ï you do not receîve the conirmatîon emaî check that ît has not been automatîcay moved to a Junk Maî or Spam oder. Once your account has been conirmed, emaî your User-ïD or your new account to SLMEP@ theartoservîce.com. We wî add your account to the Servîce Leve Management eLearnîng Program and et you know how to access the program rom then on.

ï you need urther assîstance, you can ind an înstructîon vîdeo on the ‘Hep & Support/ Troubeshootîng and FAQs’ page.

Mînîmum system requîrements or accessîng the eLearnîng Program:

Processor

RAM

Browser

Pug-ïns

Other Hardware

Dîspay Settîngs

Pentîum ïïï (600 MHz) or hîgher

128MB (256MB recommended)

Wîndows 98, NT, 2000, ME, XP, 2003, Mac OSX

ïnternet Exporer 5.x or hîgher (Cookîes and JavaScrîpt Enabed), Saarî, Chrome, Fîreox

Adobe Fash Payer 9

16-bît Sound Card, Mouse, Speakers or headphones

1024x768 pîxes

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ïnternet Connectîon

Due to mutîmedîa content o the sîte, a mînîmum connectîon speed o 256kbs îs recommended. ï you are behînd a irewa and are acîng probems în accessîng the course or the earnîng porta, pease contact your network admînîstrator or hep.

ï you are experîencîng dîIcutîes wîth the Fash Presentatîons wîthîn the eLearnîng Programs pease make sure that:

1. You have the atest versîon o Fash Payer înstaed, by vîsîtînghttp://www.adobe.com/ shockwave/downoad/downoad.cgî?P1_Prod_Versîon=ShockwaveFash2. You check that your securîty settîngs în your web browser do not prevent these lash modues payîng. There îs support or these îssues at the oowîng page:http://kb.adobe.com/seservîce/ vîewContent.do?externaïd=tn_19166&sîceïd=2#no_content

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Contents 1 Foreword 2 ïntroductîon 2.1 What are Servîces? 2.2 Processes 3 Terms & Deinîtîons 4 Servîce Leve Management 4.1 What îs Servîce Leve Management 4.2 Goa 4.3 Advantages 4.4 Common Pîtas 5 Roes and Responsîbîîtîes 5.1 Skîs and Attrîbutes 5.2 Exampe Servîce Leve Manager Job Descrîptîon #1

5.3 5.4 6 6.1 6.2 6.3 7 7.1 7.2 7.3 7.4 8 8.1 9 9.1

Exampe Servîce Leve Manager Job Descrîptîon #2

Responsîbîîtîes o the Servîce Leve Manager

Servîce Leve Agreements

What are Servîce Leve Agreements Advantages Dîsadvantages

Desîgnîng SLAs

ïntroductîon

Servîce-based, Customer-based or Mutî-Leve SLAs

The ïncorrect Way to Wrîte an SLA—The Don’ts

The Layout o a Servîce Leve Agreement Tempate

SLA Metrîcs

Seectîng Perormance Metrîcs

Target Settîng and KPïs

Settîng SMART Goas

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1 11 12 13 15 17 17

18 18 19 21 23 24 26

28 29 29 30 31 32 32

33 35 36 39 39 41 41

9.2 9.3 9.4 9.5 10 10.1 10.2 10.3 11 11.1

11.2 11.3 11.4

11.5 11.6 11.7 11.8 12 12.1 12.2 12.3 12.4

12.5 13 13.1 13.2 13.3 13.4 13.5

What îs a KPï?

What can be used as a KPï?

Exampes o KPïs specîic to the Servîce Leve Management process

Why ïmpement Servîce Leve Management Exercîse

Desîgnîng Contracts

Operatîona Leve Agreements—ïnterna

Underpînnîng Contracts—Outsourcîng

Servîce Leve Management KPïs Exercîse

ïT Servîce Cataog

What îs a Servîce Cataog

Why Shoud Your Organîzatîon ïmpement a Servîce Cataog? Advantages What vaue does a Servîce Cataog deîver?

Dua Aspects

Common Pîtas

How do you make Servîce Cataogs work?

Servîce Leve Management Essentîa Documents Exercîse

ïmprovement Revîewîng

What ïs a Servîce ïmprovement Pan? Purpose Communîcatîng ïmprovements back to the Customer Contents o a SïP Servîce Reportîng

Decîsîon-Makîng

Seven Steps to Good Decîsîon Makîng

Pareto Anaysîs—Choosîng the Most ïmportant Changes to Make

Sîx Thînkîng Hats—Lookîng at a Decîsîon rom A Poînts o Vîew

Starburstîng—Understandîng New ïdeas by Braînstormîng Questîons

Stepadder Technîque—Makîng Better Group Decîsîons

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42 42 43 44 45 45 46 49 50 50

50 51 51 52 53 54 55 56 56 56 56 57 58 59 59 62 64 67 69

13.6 14 14.1 14.2 14.3 15 15.1 15.2 15.3 15.4 15.5 16 17 17.1 17.2 17.3 17.4 17.5 17.6 18 19

Cost/Beneit Anaysîs—Evauatîng Quantîtatîvey

Customer Reatîonshîp Buîdîng

How to Get Peope to Lîke You

ïnluences at Work Dîscosure Team Buîdîng

Types o Teams Team Norms Team Leader’s Roe în Managîng Conlîct

Motîvatîng Your Workorce

Masow and Herzberg’s Motîvatîona Theory

Exercîse Answer Guîdes Appendîx Exampe Customer-Based SLA Tempate

Exampe Servîce-Based SLA Tempate

Exampe Mutî-Leve SLA Tempate

Exampe Operatîona Leve Agreement (OLA) Tempate

Exampe Underpînnîng Contract (UC) Tempate

Basîc Exampe o a Servîce Cataog Tempate Reerences ïndex

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71 75 75 77 78 80 80 81 83 85 87 89 91 91 100 110 121 126 131 145 146

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