The Service Level Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to manage Service Level in your organization with 12 ready-to-use resources.

This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Service Level by offering easy to use templates, blueprints, and documents that can be adapted to your organization's requirements.

 

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Put together by The Art of Service's industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Service Level and how to apply them successfully within an organization.

This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Service Level approach that meets today's standards. It is tailor-fit for professionals who don't have the time or resources at hand to develop the required templates and structure for implementation or management.

The Complete Service Level Toolkit Includes the following 12 resources:

1.File: 07 Service Level Requirements Template.doc - Summary: The SLR document does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise, with only salient details)Wordcount: 1155

2.File: COM28300 Defining Service Level Requirements.doc - Summary: Indicate per relevant database how and with which period a restore must be performed (in case of more than three relevant databases it is preferable to record this in an appendix). Wordcount: 2257

3.File: Factsheet Service Level Management v5.doc - Summary: To maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service - in line with business or Cost justification. Wordcount: 656

4.File: Example Outsourcing - Service Levels.doc - Summary: Report service level metrics per customer: system and network availability report, incident management report (overview of incidents per category, impact, etc.), incident statistics (outages, average resolution time), work load/performance trends, reports on escalations, metrics from change management (e.g. overview of changes, date/time, results, etc.) and problem management metrics.Wordcount: 12433

5.File: SLM2500 Service Level Management Powerpoint.ppt - Summary: Establish ground rules for working togetherÎ_’_ΌIn this critical, but often overlooked, step the SLA developers (those assigned to negotiate the SLA) focus not on the agreement, but on the process by which they will work together to create the agreement.Ϋ’—_Wordcount: 1917

6.File: Template for Service Level Requirements.doc - Summary: 1000 users now,3000 users in 2 yearsWordcount: 71

7.File: Process Summary - Service Level Management.doc - Summary: The SLM process should be flexible to accommodate any major business changes and ensure that the service provider remains focused on the customer throughout the planning, implementation and ongoing management of service delivery.Wordcount: 496

8.File: Design - Service Level Management.docx - Summary: Service Level ManagementWordcount: 3

9.File: Service Level Manager.txt - Summary: If you are looking to appoint a process manager or promote someone from within the organization you can make notes about their abilities in the particular area.Wordcount: 651

10.File: Service Level Management - Roles & Responsibilities.doc - Summary: Ensuring that all changes are assessed for their impact on service levels, including SLAΫ’—_s, OLAΫ’—_s and underpinning contracts, including attendance at Change Advisory Board meetings Ϋ’—_ if appropriateWordcount: 279

11.File: 07 Service Level Project Plan.doc - Summary: Ultimately we do want the new process to become the way things are done around here, so it may even be best not to set specific launch dates, as this will set the expectation that from the given date all issues relating to the process will disappear (not a realistic expectation).Wordcount: 1661

12.File: Presentation - Service Level Management Introduction.pptx - Summary: Review Operational Level Agreements and Underpinning Contracts to ensure targets are alignedWordcount: 307

This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Service Level.

The kit is designed for those who need or are looking for awareness or skills, but simply don't have time to develop the necessary templates and structure for the implementation.

The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.

The Service Level toolkit:

1. Contains 12 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Service Level

2. Is scalable to any size and type of project or organization

3. Provides blueprints, templates and documents - ready to download and apply

4. Saves you time and budget