Service Level Concepts

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Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
00:00
Alright, My learners, we are going on to less than three dot to our service level concepts.
00:07
Alright, We're learning objectives in this video, we will cover service level concepts, SLC purpose and objectives within the structure, the key type of agreements and structures which which falls into the SLC as well as the service level management interface is that in reporting within this SLC
00:24
All right, so we're going to the basic concepts of service level concepts. So as you can see here, the purpose the purpose is to ensure all current and playing I t services are delivered to agree targets. That is the main purpose of the constant service level concepts into establish a constant cycle of negotiating the green and
00:43
reviewing that service level performance as well as initiating action to correct or improve service levels.
00:50
All right, so the concepts, right, so service level management. It continues to determine and refined SLRs when the service design stages launched. So you have to important terms here, which is the service level requirement, which is the SLR as well as the the service level targets. So
01:07
take a look at this, make sure you annotate these important terms for the service level requirement as well as the service level targets.
01:18
Okay, we're gonna move on to the next slide.
01:23
So the types of agreements and take key of these as well. So you have your service level agreement as well as your operation level agreement. Then you have your underpinning contract, which is your UCS. So l a supports the delivery of the S L A.
01:37
So that, you see is the agreement between service provider and external third party. So historically, the U. C. S are managed by the SLM,
01:46
and this process may still have involved in their management in conjunction with the supplier management process. So when you take a look into here that you see the interactions in between these types of agreements, so they are written agreements between the I T service providers as well as the customers within those rims off the process.
02:05
So you have the service level agreement S L. A. You have the operation level agreement O l. A. As well as the underpinning contract that you see.
02:14
All right, so we're going to the S l A structure. So the essay structures, um, the SLM process must be designed an appropriate framework for S L A. So important that this structure is identified early as it will be turned. It will determine the number of S LS that
02:28
will be needed, Thio negotiated. So this decision should always be made with an I've toward the future,
02:34
as it will be a long range of implications on the number of Greg of agreements that needs to be done and negotiated and as well as reported in review. So choosing appropriate escalates structure, it helps the organization to control it. Discreet a number of agreements that must be managed. So
02:51
next lines will go into the organization. Some organizations that use hybrid or they use multi layered approaches within these three layer structures.
02:59
So you have the multi level, you have the customer and you have to service.
03:04
Okay,
03:06
so when we go into the S l. A for the framework, so the framework So some organizations, like we mentioned they three, for example, the three layer structure. They have the corporate, they have those customer and they have the service. So the customer base disagreements more with the individual customer group or covering all services they use
03:23
and Then you have the service level S L. A which it covers one service for all customers
03:29
off that service. And this more is difficult.
03:32
Um, when they arise in specific type of requirements of different customers that various on the same service of but the characteristics of the infrastructure means that is a little bit different within the service levels. So
03:46
you would have to make sure that you're flexible with those hybrids and understanding that the business requirements and check this this
03:53
being made to actually have a have a effectiveness of that service based S L A.
04:00
Okay,
04:01
corporate level, customer level and service level. Those are the multilevel types of escalate framework.
04:08
Alright, So let's talk about the relationship between the BRM in the SLM, so the BRM and it's a long process are related in nature, right. However, BRM takes them, or of a strategic approach to the management, the relationships with the customer and ensures that the business needs are identified and the service provider is able to meet those needs.
04:27
It's now the SLM focus more on the specific service related aspects
04:31
of the relationship between the service provided in the business, so where br and focus on the overall utility. See SLM focus on the warranty aspects of the services.
04:43
Okay, we're gonna move on to the next slide.
04:47
All right, So the service level management interfaces. So when when discussing the service strategy, the SS that's covering the BRM and the financial management of the I T services. So when you think of the interfaces of the service strategy, think of the BRM and think of the financial management of those I t services
05:05
and as you as indicated on this slide, you can see more of what those processes look like
05:11
and how they are implanted within that particular process.
05:15
Okay,
05:16
we're gonna move on to
05:17
the service design with Interface, which is covering the design coordination in the service catalog Management, where in this stage this process is more responsible for ensuring the overall service design activities are being completed successfully. And then you go into the service catalog management as well
05:38
as supplier management in the availability
05:42
cat capacity. I t service continuity in the information security management. So all within the service designed this interface off the service of a management covers these particular processes,
05:56
and when we move into the service operation to S O. So this interfaces more cater to the incident management where that process is more critical data to the SLM to demonstrate the performance against many SL on target. So it provides that critical success factor within the process.
06:14
Okay,
06:16
All right, then we go into the service reporting. So the service reporting is basically what you see here, so you see, is the is a report that should be circulated in advance to customers of a service review meeting. So usually individuals want these service reporting for they're gonna stand
06:33
what the achievements are some of the breaches or some of the failures that has happened and how to improve those particular performances for in their future.
06:45
So, I tell recommends using the service level
06:47
achievement charged to achieve performance service level targets. Overall, some pair of a spirit of time. So typically the charge, like thes they describe, would be used during a service review meeting to communicate, to communicate performance against the service level targets to the customers.
07:08
And when we go into the service review meetings, So the service review meetings, it is conducted meetings, and it's it's for the improvement within the overall set, right? So it gives you a framework of how you should conduct these service review meetings and what to focus on
07:25
when you have reaches like, what was the root cause? Or how do you prevent these re occurrences
07:30
so it provides improves a customer satisfaction So the SLM should work, should work, measure and improve customer satisfaction with the specific providers in general. So effective improvement of customer satisfaction. It begins with setting that realistic expectations and working towards to achievement. Those expectations and having these review meetings will help that
07:49
progress to the next stage is
07:53
okay, we're gonna move on to the next, and then we have our sip. Where are Sip is more of a formal plan to implement improvements to our process or I t service. So you conduct service review plan meetings and improvements within the overall sip. But this particular one is more of a formal plan that's provided to your management,
08:11
and it provides the service. Management is normally the starting point
08:15
of the service improvement plan, so once you do this and this is, it covers the user training because it covers the system testing as well. The documentations.
08:24
Okay, so in summary, so through less than three dot to we provided key concepts within the S L A structures. Your types of s late agreements that SNL management interfaces, service reporting service review meetings as well as your sip. So I would look forward to you the next meeting, the next lesson as well as our quiz time.
08:45
See you soon.
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