Service Level Management and IT Governance

A practical guide to implementing service level management and continuous improvement of your service quality

What you'll learn
You will learn how a service organization can apply Service Level Management as an instrument to monitor and improve service quality
You will learn to recognize the benefits of Service Level Agreements for your organization
You will learn the critical success factors when introducing or improving Service Level Management for your organization.
You will discover best practices on how to approach the gradual introduction and continuous process improvement of Service Level Management
Requirements
At least a basic understanding of IT Service Management processes at a foundational or awareness level. Completing my IT Service Management Foundations course is recommended, but optional.
Description
The objective of this Service level management and IT Governance course is to provide a structured approach to implementing service level management that will be usable across a wide range of service organizations. The core of this program is creating value for the customer through continuous service improvement. You will learn how any service organization can apply Service Level Management as an instrument to monitor and improve service quality.

"We do the impossible immediately; miracles take a little longer, but we cannot guarantee anything”.

Whether true or not, within many companies, end users may think that IT services are provided on this not-so-best-practice basis. Best effort… maybe?

★★★★★

I designed this course for process managers, owners and coordinators who want to turn their customers and end-users into raving fans who leave 5 star reviews - but are afraid of introducing too much bureaucracy with overtly formalized process models.

In this course we’ll look at Service Level Management through the lens of IT Governance - as a means to govern your service management processes, create value for your end users, and kick-start a process of continuous service improvement.

We’ll take baby steps to look at your processes and service offering through the lens of customer service and continuous service improvement from a customer’s perspective.

Digital transformation has become the go-to strategy for success. Easier said than done, but imperative in our modern age where “online”, and “in the cloud” are the driving factors behind businesses and organizations of all kinds and sizes. At the centre of it all? Value creation for your customers, end-users and stakeholders.

Value creation is driven by efficient processes, and successful innovation. In this course (and any of the other courses I’ve created) we’ll work guided by those principles, discovering best practices as we go along.

The objective of this course is to provide a structured approach to implementing service level management that will be usable across a wide range of service organizations.

We’ll look at Service Level Management through the lens of IT Governance - as a means to govern your service management processes, create value for your end users, and kick-start a cycle of continuous service improvement.

The best practices that I’ll share with you in this course are designed to help you create a general roadmap or implementation plan, for any major process development or re-engineering project with a focus on your service catalogue, service level agreements and service level management process.

We’ll also look at IT Governance from a Service Level Management Perspective. Governance is important because a process that is left on its own will eventually die a quiet death. Throughout this course we’ll look at ways to make service management better - and keep it that way.

The course will give you Information, industry best practices, and real world advice enabling you to concentrate on the next steps you can take to make your IT department and service offering a differentiator, giving your organization a competitive edge.

This results in more structured planning, designing, and delivering of your IT services. Moreover, it saves costs by adding predictability and delivers actionable insights to improve your decision making. Because at the end of this program, I’ll ask you to make some decisions on what’s next for your service organization.

Who this course is for
This training program can be followed by all levels of your organization, but is intended for process managers, owners and coordinators who want to turn their customers and end-users into raving fans and get them excited about the amazing things they’re doing for them, but are afraid of introducing too much bureaucracy with formalized process models.