Service Level Management (SLM)

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Time
3 hours 16 minutes
Difficulty
Beginner
CEU/CPE
3
Video Transcription
00:00
Okay, My learners, My learners, we are a module three Service level management.
00:06
Are you ready?
00:07
Okay, let's go.
00:10
Alright. Less than 3.1. Service level management
00:14
are learning objectives for today. We will cover a service level management s ELA purpose and objectives and important terms. When the lining I t with business requirements as well as what is in and out of scope of the SLM functions.
00:28
Mhm.
00:29
Alright, so SLM aligning I t with business requirements Soto important term here, of course, is the service level management. So
00:40
the process process responsible for negotiating service level agreements and ensuring that thes air mezzo SLM is responsible for ensuring that all I t service management processes o l o l A's which is operational level agreements, and UCS, which is underpinning contracts,
00:57
are appropriate for the Agree service level targets.
01:00
So SNM monitors and reports on service levels and holds regular customer reviews. So that is an important term to understand about service level management. Now the purpose is all current and future services delivered in accordance with what's negotiated and what's agreed upon within that target. So it's facilitated by
01:19
the constant cycle of
01:21
negotiating, agreeing monitoring, reporting on and reviewing service targets and achievements. So what was delivered in that sense? So where is appropriate actions will be taken to improve that step? That service level that's being delivered
01:37
mhm.
01:38
So the objectives of service level management is basically to define and document and agreed upon the report within what that service performances, how how we spoke in the beginning, as far as the purpose it initiate the corrective measures as appropriate, as well as
01:57
ensures that specific, measurable and realistic targets are negotiated on all services.
02:05
So you start looking into what the scope is. So the scope for the S and M is pretty invasive. However, um, when you when we start off, we look into, um, the corporation with the BRM process
02:23
eso This includes the development of the relationships
02:25
which businesses as needed to achieve the SLM process objectives. So when you look into SLM and the BRM, those are focused on warranty and service level delivered while the BRM is more on a strategic
02:43
focus and is focused on the utility portion off
02:46
of the service level. So when these two processes are interface interfaces and needs to be
02:53
clearly defined of what those roles and what those functions are during the process of the service level management.
03:00
Mhm.
03:01
So what is in scope?
03:05
So what is the scope for the service level management? So the scope is more like we said in the previous slide is the corroboration within the M R brm process. So you have to have the negotiation and agreement of current and future SLRs
03:20
and, uh, in targets, as well as the documentations and management of the SLS for all operational services. And it trickles all way down to once once that once that service is complete, you have that review of the supplier agreements and the UCS that follows through with it
03:38
so and the continuous of the incense scope. So you have to be proactive in the actions that is to improve that service level that that's being delivered. So understanding what some of those criticality is could be that you can catch in the front end and being proactive with those those senses and in reporting the service achievements,
03:58
which is considered the performance
04:00
and reviews of any failures which they consider as breaches.
04:03
Once you identify those and those actions, those improvement actions. You go into that reviewing process again and you prioritize those improvements in a CSR but a C s. I register
04:17
mhm.
04:17
Okay,
04:19
you know, move on to the next slide and we're gonna talk about what is out of what? What is out of scope of the SLM. So what is out of scope for the SLM is basically the negotiation and agreement of the functionality or the utility.
04:34
It's a detailed service level work performed as part of the other service management processes. So they don't that is out of their scope as well as negotiating of the contracts in the underpinning agreements. So that is not within the SLM scope.
04:53
So when you also look into here to the negotiation agreement of the requirements
05:00
is except the functionality that influences the service level requirement of the target. So make sure that's a detailed paying the detail to the intention of these active activities, it's necessary to deliver the service levels that are accounted for those other processes, such as
05:16
the availability management, the capacity management,
05:19
so negotiation of the under the underpinning contracts as well as the agreements. This is part of the supplier measuring process to which the SLM provides critical input and consultation.
05:31
Mhm.
05:32
Okay, we're gonna go on to the next, and it's the summary. A very short lesson. So this lesson 3.1, we provided the
05:44
the key concepts of service level requirements.
05:46
Service level targets S L A O L A. You see an in scope and out of scope
05:55
when we follow on with lesson quiz
06:00
mhm.
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