Service Level Management Toolkit

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Build and maintain all Supplier Management processes with a focus on strategies for optimization of spend and service, Service Level Management programs, supplier health and financial viability, supplier pricing and planning and supplier Quality Management.

More Uses of the Service Level Management Toolkit:

  • Oversee: work closely with Development Teams to ensure that Quality Standards are adhered to during development and implementation, and contributes to Post Implementation review.

  • Support your organization modernization and architecture compliance efforts that drive system modernization, Cloud Migration and security enhancements.

  • Analyze the feasibility of and develop requirements for new systems and enhancements to existing services; ensure the Service Design fits the needs of the users.

  • Confirm your planning recommends and participates in the analysis, evaluation, and development of enterprise long term strategic and operating plans to ensure that the Enterprise Architecture objectives are consistent with the enterprises long term customer objectives.

  • Provide leadership in developing the overall Continuous Improvement plan in alignment with the core environmental mission at it.

  • Manage work with all levels of internal staff and vendors to analyze current operational procedures, identify and escalate issues and create effective resolutions.

  • Engage in and improve your Financial Services applications design, deployment, operation, automation and Continuous Improvement.

  • Engage with the customer at the Enterprise Architecture level to strategically align the demand for new technical capabilities and the services provided the ecosystem.

  • Set overall Security Architecture direction to ensure appropriate coverage of security capabilities and identify potential gaps for remediation.

  • Drive: leverage organizational knowledge, skills, industry expertise and available products and services to assess, recommend and design solutions for Business Objectives.

  • Ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets.

  • Be accountable for utilizing KPIs and voice of customer to identify and implement service improvement opportunities, self service capabilities and automation to improve the overall Service Delivery.

  • Create accurate near term tactical forecasts for multiple lines of business and various customer contact channels Inbound Calls, Email, Social Media, Chat, etc.

  • Develop, maintain, and implement Emergency Management, Business Continuity, and Disaster Recovery plans for your organization.

  • Head: work to keep revenue and reputation critical systems highly available and reliable by measuring and monitoring availability, performance and overall system health.

  • Drive: work involve performing work in several staff services functions as accounting, budgeting, purchasing, training, Records management, and Property Management.

  • Be accountable for defining and introducing Service Level Agreements, Operation Level Agreements for Service Providers in consultation with Group IT.

  • Establish that your planning builds relationships with Product Development organizations and is recognized by organizations as a key product champion who adds value through exposure to client situations.

  • Oversee: personal characteristics (motivation/commitment, flexibility, assertiveness, development orientation, resilience, quality orientation).

  • Assure your planning serves as an initial point of escalation for significant incidents that interrupt service availability or diminish performance.

  • Ensure all work is performed by the specified turnaround time through the management of team member workload, schedules, and time off.

  • Coordinate: regularly review the attainment of Service Levels (SLAs) and drive the service owners/managers and team leads to deliver at the committed quality.

  • Manage work with the IT technical staff to ensure that Disaster Recovery and resilience solutions are adequate, in place, maintained, and tested as part of the regular operational life cycle.

  • Ensure your business participates with client and development areas in the design and implementation of new or modified systems and infrastructure.

  • Warrant that your organization takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance and effective use of IT components and monitors performance.

  • Confirm your organization analyzes and captures Business Requirements and translates into sound design approaches for the purpose of Software Development.

  • Control: Team Building ensures that support group has a positive and effective working relationship with the various enterprise IT groups.

  • Perform production readiness review and ensure operational resource capacity based on business criticality of the application.

  • Confirm your team ensures Effective Communication and coordination of Problem Solving efforts between support teams, account teams, field service personnel and customers.


Save time, empower your teams and effectively upgrade your processes with access to this practical Service Level Management Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Service Level Management related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

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

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Service Level Management Self Assessment book in PDF containing 49 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 Excel Dashboard to get familiar with results generation

Then find your goals...

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

Featuring 999 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 improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. How do you measure variability?

  2. What must you excel at?

  3. Ask yourself: how would you do this work if you only had one staff member to do it?

  4. What new services of functionality will be implemented next with Service Level Management?

  5. What are current Service Level Management paradigms?

  6. Risk factors: what are the characteristics of Service Level Management that make IT risky?

  7. What is an unauthorized commitment?

  8. What potential megatrends could make your business model obsolete?

  9. What are customers monitoring?

  10. What stupid rule would you most like to kill?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Service Level Management book in PDF containing 994 requirements, which criteria correspond to the criteria in...

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

  • The Self-Assessment Excel Dashboard; with the Service Level Management Self-Assessment and Scorecard you will develop a clear picture of which Service Level Management 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 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 projects with the 62 implementation resources:

  • 62 step-by-step Service Level Management Project Management Form Templates covering over 1500 Service Level Management project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Service Level Management project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Service Level Management project team have enough people to execute the Service Level Management project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Service Level Management project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

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

1.0 Initiating Process Group:

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

2.0 Planning Process Group:

  • 2.1 Service Level Management 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 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 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 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 project or Phase Close-Out
  • 5.4 Lessons Learned



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

In using the Toolkit you will be better able to:

  • Diagnose Service Level Management 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 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 investments work better.

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


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.