Practitioner Radio Episode 3 - Service Level Management and SLAs

Service Level Agreements Can Be A Blessing Or A Curse Depending How You Go About Getting There! Hello Folks Here is the Latest Episode of Practitioner Radio where Chris Dancy and I take a poke at Service Level Management and SLA's This show addresses the tough questions about how you go about practically applying the concepts of Service Definition, Service Level Management to end up with Service Level Agreements.

 

Show Notes

  • Service Level Management and SLAs
  • The SLA Pledge
  • Levels of SLAs (SLAs, SLOs, SLTs) Training wheels for SLAs
  • SLA's before Service Catalog is putting the the cart before the horse

Book: Defining IT Success Through The Service Catalog https://www.pinkelephant.com/Products/PinkPUBLICATIONS/PinkBOOKS.htm http://www.amazon.com/Defining-Success-through-Service-Elephant/dp/9077212965

Troy's Thunder Bolt Tip of The Day The Services you define in your portfolio are the same ones you publish in a Service Catalog, model in your CMDB and based your Service Based Costing on. (Its a connected Service management World) Troy's Thoughts What Are Yours? To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity. ~Douglas Adams

 

ITIL® is a registered trademark of Axelos Limited. All rights reserved.

Like this article? Like

Comments

Post a comment