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Troy DuMoulin, VP, Research, Innovation & Product Development

Troy is a leading ITIL® and IT governance authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Service Manager and Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.

 

The Guide

"This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronym’s like ITIL, CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos."


Hitch Hiker's Guide to the Galaxy

"In many of the more relaxed civilizations on the Outer Eastern Rim of the Galaxy, the Hitch Hiker’s Guide has already supplanted the great Encyclopedia Galactic as the standard repository of all knowledge and wisdom, for though it has many omissions and contains much that is apocryphal, or at least wildly inaccurate, it scores over the older more pedestrian work in two important respects.

First, it is slightly cheaper: and secondly it has the words DON’T PANIC inscribed in large friendly letters on its cover."
~Douglas Adams

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Friday, February 04, 2011

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.

Practitioner Radio (Episode 3) Service Level Management & SLAs from ServiceSphere on Vimeo.

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

 

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Posted by Troy DuMoulin on 02/04 at 06:44 PM
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