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Author: Gerard Blokdijk
Publisher: Emereo Pty Limited
ISBN: 9781921523854
Category : Computers
Languages : en
Pages : 224
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Book Description
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.
Author: Gerard Blokdijk
Publisher: Emereo Pty Limited
ISBN: 9781921523854
Category : Computers
Languages : en
Pages : 224
Get Book Here
Book Description
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.
Author: Ivanka Menken
Publisher:
ISBN: 9781282185074
Category :
Languages : en
Pages : 221
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Book Description
Author: itSMF International
Publisher: Van Haren
ISBN: 9401801304
Category : Architecture
Languages : en
Pages : 101
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Book Description
Note: This book is available in several languages: Chinese, English. This book provides a more thorough approach to service agreements than available so far. It takes the material from ITIL best practices one step further, by providing a more comprehensive and holistic approach to service agreements.
Author: Ivanka Menken
Publisher:
ISBN: 9781921573408
Category : Business & Economics
Languages : en
Pages : 300
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Book Description
For nearly 15 years, The Art of Service has been the guiding light for those in pursuit of satisfying and fulfilling employment in IT. This SLA Manager edition has been completely revised and rewritten and is designed to work in conjunction with the latest best practices. At the heart of this Guide's formula for your SLA Manager Role are five questions: Where does the SLA Manager's role fit, What does it mean to be or become a SLA Manager, How to be a SLA Manager, When is a SLA Manager successful and Why be a SLA Manager. This Guide has all the answers and sets you up, well on your way to finding, keeping and being successful in the job you really want. This book is not filled with theoretical babble but practical and useful information, knowledge and experience! Packed with time-tested advice, This SLA Manager Handbook works as a good companion for those just starting out in the "real world" as well as for those who are thinking seriously about a career change. If you have ever worked in or managed an IT organization, this book will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to - just the obnoxious frustration of something that was not working. It is with incredible ease, yet depth and understanding that this book ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the SLA Manager ladder. This Guide is filled with Valuable hints, tips and guidance on how to successfully be a SLA Manager, it contains many forms, templates and checklists to get you going right away. The Art of Service's Guides have helped thousands of peoplefind truly satisfying work. This guide tells you how you process information, make decisions and interact with the world around you in your SLA Manager role - and shows you what works best. Then, using workbook exercises and real-life examples to highlight the strengths and pitfalls of the SLA Manager, it shows you step-by-step how to ensure the best results in the shortest period of time. And if you plan to stay in your job, the SLA Manager Guide provides savvy advice for getting the most out of your current career. Every other career guide offers generic, one-size- fits-all advice. But because it is based on this specific career, The SLA Manager Handbook helps you determine what you need to be more successful and satisfied.
Author: Ivanka;Blokdijk Menken (Gerard)
Publisher:
ISBN: 9781282197381
Category :
Languages : en
Pages : 116
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Book Description
Author: Gerard Blokdijk
Publisher: Emereo Pty Limited
ISBN: 9781921523625
Category : Business & Economics
Languages : en
Pages : 204
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Book Description
This book enables you to implement, or fine tune service level agreements (frequently abbreviated as SLA). A SLA a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service) or performance. An SLA is a formally negotiated agreement between two parties. It is a contract that exists between customers and their service provider, client or between service providers. It records the common understanding about services, priorities, responsibilities, guarantee, and such - collectively, the level of service. This book enables you to specify the levels of availability, serviceability, performance, operation, or other attributes of the service like billing and even penalties in the case of violation of the SLA. This SLA Guide is filled with Valuable hints, tips and guidance on how to successfully implement SLM, it contains several Service Level Agreement Forms which gives you a Fast and Easy Way to Write SLAs.
Author: Gerard Blokdijk
Publisher: Emereo Pty Limited
ISBN: 9781921523793
Category : Business & Economics
Languages : en
Pages : 124
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Book Description
How do you follow-up on employee issues? Are you doing everything possible to ensure your employee downtime is minimized? Can you be sure? Do you have the reports to back-up your argument? Do your help desk staff have all the information they need so they can respond to support requests accordingly? This Service Desk Handbook streamlines support interactions across organizations to enable you to: * Prioritize and manage incidents received via email or the employee portal * Provide employee self-help and incident tracking * Give help desk staff complete item history and status when responding to incidents * Allow supervisors to manage staff workload with real time reports * Enable organizations to set SLA's relative to department requirements * Provide SLA reports to ensure incident deadlines are met. A Service Desk is a primary IT capability called for in IT Service Management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). It is intended to provide a Single Point of Contact ("SPOC") to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives. This book will get you to implement the objectives of the Service Desk: * Providing a single (informed) point of contact for customers * Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities. The common Service Desk functions covered in this book include: * Receiving calls, first-line customer liaison * Recording and tracking incidents and complaints * Keeping customers informed on request status and progress *Making an initial assessment of requests, attempting to resolve them or refer them to someone who can * Monitoring and escalation procedures relative to the appropriate SLA * Identifying problems * Closing incidents and confirmation with the customers * Coordinating second and third line support Get this book now to have the Service Desk pro-actively keeping users informed of all relevant service events, actions and service changes that are likely to affect them. Enable your Service Desk to be the direct line of any impact on the Service Level Agreement (SLA) and as the centre of information of any planned or unexpected changes or service unavailability.
Author: Jimmy Desai
Publisher: It Governance Limited
ISBN: 9781849280693
Category : Electronic books
Languages : en
Pages : 0
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Book Description
Buy the itSMF guide to service level management today! Service Level Management - a Practitioner's Guide, Second Edition ;offers a practical, experience-based approach to the subject matter. This guide shows you the best way to design a service level management (SLM) roadmap and implementation project plan, compile a service catalogue, put together service level agreements, and much more. Additionally, this book comes complete with a free CD packed with sample templates and supporting documents. You can tailor these ;templates to your specific needs using the advice and guidance in the book. No more reinventing the wheel. This second edition of the book has been reorganised in line with feedback from itSMF's SLM roadshows. The templates on the accompanying CD have been fully revised, the section on service catalogues has been extended. A new section on SLM small-scale implementation has added. Key Features © Benefits: Shows you ;best way to design a service level management (SLM) roadmap and implementation project plan. Providing you with a step-by-step approach. Comes with a CD that contains templates of various different SLM documents. These can be tailored to your own needs. Saving you both time and money Published by the itSMF - the representative body of the IT service management industry. Revised and updated with feedback incorporated from itSMF's SLM roadshows. Meaning this book is current and very up to date. Includes a new section on small-scale SLM ;implementation, meaning this book can help you implement SLM ;no matter the size of your organisation. Note: The ebook version does not provide access to the companion files.
Author: Ivanka Menken
Publisher:
ISBN: 9781742442730
Category : Business & Economics
Languages : en
Pages : 128
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Book Description
The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once again present a step-by-step guide to Incident Management. Incident Management is an IT Service Management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA). It is one process area within the broader ITIL environment. This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating incident 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 incident 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 incident management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill incident management implementation early in its life by offering too much before there is a stable incident management process in place. This book is realistic and lays the foundation for a success implementation. The section on the actual design of the incident management structure provides insights and information that can be applied to a large number of solutions. Since incident managements 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 incident 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 incident managements are established. This book gets into the meat by thoroughly covering the processes that are essential to running incident management. There are many topics that stand out as both unique [to books of this genre] and reflect best practices by the best-run incident 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 the incident 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 be most incident 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 the incident management to IT and business management. You will find this book to be one of the best for planning and implementing world-class incident management. Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book should do at least as well as the first edition, which is a bestseller.
Author: Gerard Blokdijk
Publisher: Emereo Pty Limited
ISBN: 9781921523816
Category : Computers
Languages : en
Pages : 116
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Book Description
Incident Management is an IT Service Management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA). It is one process area within the broader ITIL environment. This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating incident 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 incident 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 incident management. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill incident management implementation early in its life by offering too much before there is a stable incident management process in place. This book is realistic and lays the foundation for a success implementation. The section on the actual design of the incident management structure provides insights and information that can be applied to a large number of solutions. Since incident managements will be organized in accordance with requirements and uniquemission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure incident 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 incident managements are established. This book gets into the meat by thoroughly covering the processes that are essential to running incident management. There are many topics that stand out as both unique [to books of this genre] and reflect best practices by the best-run incident 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 the incident 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 be most incident 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 the incident management to IT and business management. You will find this book to be one of the best for planning and implementing world-classincident management.
