IT Service Level Management

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Time
7 hours 15 minutes
Difficulty
Intermediate
CEU/CPE
8
Video Transcription
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>> Hello and welcome back to our next lesson,
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IT service level management.
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In this lesson, we will cover what
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IT service level management is,
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what service level agreements are or SLAs,
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how SLAs are defined,
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and how they are actually monitored.
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Let's begin.
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IT service level management,
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it's basically management of
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this discrete series of processes
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that provide services to business.
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As we've spoken all through this course,
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that IT systems are incredibly complex and are
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made up of a number of
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different components all working together,
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what IT service management
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does is basically look at each of
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those discrete and separate components as a whole,
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but also in terms of
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services independently of each other.
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What it does, it basically defines the level of
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acceptable use or acceptable service
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that the individual systems will provide.
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In terms of the SLA,
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this could be defined down to
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a granulosus individual service level,
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or it could be defined to an application level.
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It's basically what the business requires,
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and ultimately at the end of the day,
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an SLA is determined to obtain business satisfaction.
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Service level agreements,
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basically they are agreements between
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the IT organization and the customer.
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They describe the services that are being
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provided in nontechnical terms.
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What these do is provide the standards and
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measurements for adjusting those services.
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The business can determine
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exactly what level of
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service they receive and they use the SLA
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to measure that and determine if it is one
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firstly met and also if
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it is meeting their business requirements.
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The primary goal here is to
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maintain and improve customer satisfaction.
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How are these defined?
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Basically, these can
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come from a number of different sources.
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While they are describing
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the outcomes in business language,
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they do come from very much a technical background.
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Basically, SLAs are defined
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by examinations of exception reports.
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Any system and application
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logs operate a problem reports,
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and also operate work schedules.
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All of these go into the mix to determine what
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the service level outcomes are actually going to be.
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Obviously, service levels need to be monitored.
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These are essential to ensure
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the IS operational objectives are achieved.
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A service level dictate or it
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identifies a particular level of service.
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Monitoring that will ensure that
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the IS operational objectives
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actually make those services.
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It can also be measurement of uptime,
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and particularly in the world of
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outsource services from Cloud providers
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all through even third party IT service providers
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or managed service providers,
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these are basically essential central to monitor
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exactly what business needs are being met or not.
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That's our lesson. We talked
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about IT service level management.
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We've talked about service level agreements.
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We have to find what makes up
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an SLA or how an SLA is defined,
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and also the importance of monitoring service levels.
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I hope you enjoyed that lesson
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and I will see you at the next one.
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