Service Level Management and SLA Toolkit

$395.00
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124862
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Is the organization's SLA ready to delivered by the Service Level management process? The Service Level Management and SLA Toolkit addresses common challenges with best-practice templates, step-by-step work plans and maturity diagnostics to developing the documents within the business.

Using the 3 step toolkit effectively will save you and your staff many hours of R&D time in writing the questions and templates to obtain the results needed to analyse the data collected.

 

DO YOU HAVE THE TIME TO WASTE? THIS TOOLKIT WILL SAVE YOU TIME AND MONEY.

 

The Toolkit contains the following practical and powerful enablers with new and updated Service Level Management and SLA specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest edition of the Service Level Management and SLA Self Assessment book in PDF containing requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Dashboard to get familiar with results generation

Then find your goals...


STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service Level Management and SLA improvements can be made.

10 examples of the standard requirements:

  1. Can blockchains improve the transparency of the billing process and SLA compliance of cloud service providers, and therefore reduce the need for a customer to trust the provider?

  2. Is it more or less cost effective to perform a migration in place using existing hardware, and is it more efficient to perform both hardware and software upgrades simultaneously?

  3. Is there a clear understanding of your organizations dependencies on third party vendors and the level of risk that is introduced by entities into critical business services?

  4. Does an activity need to be measured from your organization perspective, and what is the lowest level at which the activity should be measured in order to direct behavior?

  5. What do you see as the primary challenges for IT departments trying to meet SLAs for higher availability while balancing budgets through efficiency and standardization?

  6. When your business is already running lean and delivering quality results, what do you do to further increase productivity and service levels and even reduce costs?

  7. What are the processes, procedures and SLAs for implementing and maintaining cloud to on-premise, cloud to cloud as well as on-premise to on-premise integrations?

  8. Does the service provider offer technologies and processes that automate management functions for ongoing reductions in cost and improvement in service levels?

  9. Are people and/or service providers immediately available and accessible to carry out the actions needed at the level of frequency and duration determined?

  10. What level of case complexity could the contracted customer assistance center staff be expected to handle without intervention from Marketplace staff?


Complete the self assessment, on your own or with a team in a workshop setting.

Your Service Level Management and SLA self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Dashboard; with the Service Level Management and SLA Self-Assessment and Scorecard you will develop a clear picture of which Service Level Management and SLA areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Service Level Management and SLA Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

 

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Service Level Management and SLA projects with the implementation resources:

  • Step-by-step Service Level Management and SLA Project Management Form Templates covering the Service Level Management and SLA project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Scope Management Plan: Organizational unit (e.g., department, team, or person) who will accept responsibility for satisfactory completion of the item?

  2. Procurement Audit: Are there internal control systems in place to secure that laws and regulations are observed?

  3. Source Selection Criteria: How can the methods of publicizing the buy be tailored to yield more effective price competition?

  4. Cost Management Plan: Is there general agreement & acceptance of the current status and progress of the Service Level Management and SLA project?

  5. Scope Management Plan: Have Service Level Management and SLA project team accountabilities & responsibilities been clearly defined?

  6. Procurement Audit: Does the individual having check-signing responsibility review the use of the signature plates?

  7. Team Operating Agreement: Reimbursements: how will the team members be reimbursed for expenses and time commitments?

  8. Team Member Performance Assessment: Does platform-specific assessment information contribute to training placement or tailoring of instruction (e.g. aptitude-treatment interaction)?

  9. Procurement Management Plan: Has a provision been made to reassess Service Level Management and SLA project risks at various Service Level Management and SLA project stages?

  10. Risk Management Plan: How would you suggest monitoring for risk transition indicators?

 
Step-by-step and complete Service Level Management and SLA Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Service Level Management and SLA project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Service Level Management and SLA project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Service Level Management and SLA project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Service Level Management and SLA project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:

  • 4.1 Service Level Management and SLA project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance


5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Service Level Management and SLA project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any Service Level Management and SLA project with this in-depth Service Level Management and SLA Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Service Level Management and SLA projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Service Level Management and SLA and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Service Level Management and SLA investments work better.

This Service Level Management and SLA All-Inclusive Toolkit enables You to be that person.