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