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IT Service Management
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Structuring Meaningful SLA’s for IT Support- Part 4c

July 15, 2016 • Application Support, CIO, General ITIL Discussion, ITIL V3 for Application SupportComments Off on Structuring Meaningful SLA’s for IT Support- Part 4c

Service Performance Reporting Service reports and graphs are must be produced by service provider for the customer which communicates the comparison of actual service performance to service goals. The image above (Figure 1) is an example which measures service level performance of an IT support team. Figure 1 displays IT service performance as compared to

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Structuring Meaningful SLA’s for IT Support- Part 4b

July 15, 2016 • Application Support, CIO, General ITIL Discussion, ITIL V3 for Application SupportComments Off on Structuring Meaningful SLA’s for IT Support- Part 4b

Service Levels Goals (SLG’s) Service Levels Goals represent the performance expectations of the customer for specific services being delivered. SLG’s are performance expectations for defined service measurements (metrics). These measurements determine if

Structuring Meaningful SLA’s for IT Support- Part 4a

July 15, 2016 • Application Support, CIO, General ITIL Discussion, ITIL V3 for Application SupportComments Off on Structuring Meaningful SLA’s for IT Support- Part 4a

Sample SLA (Service Level Agreement) Structure – Introduction This section identifies the IT organization delivering the service, the business customer receiving the service, and the service relationship between them. An example would be: Infrastructure

Structuring Meaningful SLA’s for IT Support- Part 3

July 15, 2016 • Application Support, CIO, General ITIL Discussion, IT Outsourcing and ITIL, ITIL V3 for Application SupportComments (1)

SLA’s are developed for specific IT organization and business customer combinations. Different combinations require different services and performance levels. We need to consider these combinations carefully when developing an SLA because they can

Structuring Meaningful SLA’s for IT Support- Part 2

July 15, 2016 • Application Support, CIO, General ITIL Discussion, IT Outsourcing and ITIL, ITIL V3 for Application SupportComments Off on Structuring Meaningful SLA’s for IT Support- Part 2

Service management methodologies encompass a wide variety of processes and desired service outcomes, however, here we will focus on one very critical element of service management, the Service Level Agreement (SLA). The SLA is the glue that holds together the

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