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You focus on defining the goals of your organization’s successful Service Level Management and let this toolkit guide you to the end result.

 

Some customers have high utility requirements, some have high warranty requirements, and some require high levels of both. To accommodate this, Service Providers can seek to satisfy one or more of these types of customers by packaging different levels of Service Utility and Service Warranty, and pricing these packages accordingly.

To discuss Service Packages, Service Level Packages and how they are used to offer choice and value to customers, we’re going to use the example of the packages made available by typical Internet Service Providers (ISPs).

Figure 4.C – Service Package Example A Service Packageprovides a detailed description of package of bundled services available to be delivered to customers. The contents of a Service Package includes:

  • The core services provided
  • Any supporting services provided
  • The Service Level Package.
Figure 4.D – Service Level Package Example Service Level Packagesare effective in developing service packages with levels of utility and warranty appropriate to the customer’s needs and in a cost-effective way.

  • Availability and Capacity Levels
  • Continuity Measures
  • Security Levels
  • Support arrangements (e.g. hours of support).

As customers, we have a wide range of choice when looking for an ISP to provide broadband internet. As a result, ISPs need to work hard to attract customers by communicating the value that they provide through their offerings. They also need to offer a wide range of choice for customers, who have varying requirements and needs for their broadband internet service.

So for our ISP example, we can define a Service Package in the following way:

Figure 4.E – Detailed Service Package Example (ISP)

Most of the components of Service Packages and Service Level Packages are reusable components of the IT organization (many of which are services). Other components include software, hardware and other infrastructure elements. By providing Service Level Packages in this way it reduces the cost and complexity of providing services while maintaining high levels of customer satisfaction. In our example above, the ISP can easily create multiple Service Packages with varying levels of Utility and Warranty provided in order to offer a wide range of choice to customers, and to distinguish themselves from their competition.

The use of Service Packages and Service Level Packages enables Service Providers to avoid a one-size fits all approach to IT Services, while still maintaining efficiency of operations.






Service Packages FREE Toolkit

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Complete FREE Service Packages Toolkit contains these 19 files.

Ready for you to use:

1.File: 08 Service Definition.doc – Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets; or they have greater competency in supporting all customer assets through a reporting service.

2.File: The Evolving Service Catalog.docx – Summary: While we have presented real world commercial examples of wholesaler catalogs, there’s no reason that the same model cannot be used at the enterprise level or incorporated as a hybrid solution, ensuring that business applications customized for the enterprise can be identified and launched from an “application warehouse” on any compatible device. 

3.File: ITIL IT Service Management Beginners Guide v7.2.doc – Summary: The Business Service Catalogue: ensures that all areas of the business can view an accurate, consistent picture of the IT services in use, how they are intended to be used, the business processes they enable, and the levels and quality of the service the customer can expect for each service.

4.File: ITIL IT Service Management Beginners Guide v7.2.txt – Summary: In a similar way IT Operations Management can be defined as the function responsible for the ongoing management and maintenance of an organization’s IT Infrastructure to ensure delivery of the agreed level of IT service to the Business.

5.File: c. ITIL IT Service Management Beginners Guide v7.1.doc – Summary: This ensures that all areas of the business can view an accurate, consistent picture of the IT services in use, how they are intended to be used, the business processes they enable, and the levels and quality of the service the customer can expect for each service.

6.File: ITIL V3 Demand Management Presentation.ppt – Summary: Procedures in Service Transition must be robust enough to ensure that this filtering capability is actualized: schedule pressures are likely to lead to demands for early delivery of new capability without the agreed level of warranty, leading to tensions when the service falls below the agreed quality.

7.File: Service Strategy Introduction Presentation.ppt – Summary: Design, develop and implement service management as a strategic asset and assisting growth of the organization

8.File: Presentation 5 – Business Relationship Management.ppt – Summary: of LOS and SLP to fulfill the needs of the Customer Portfolio.

9.File: McKinsey Report.pdf – Summary: Data have become a torrent flowing into every area of the global economy.1 Companies churn out a burgeoning volume of transactional data, capturing trillions of bytes of information about their customers, suppliers, and operations. millions of networked sensors are being embedded in the physical world in devices such as mobile phones, smart energy meters, automobiles, and industrial machines that sense, create, and communicate data in the age of the Internet of Things.2 Indeed, as companies and organizations go about their business and interact with individuals, they are generating a tremendous amount of digital “exhaust data,” i.e., data that

10.File: 01 Business Justification document.doc – Summary: When an architecture is created, it must consider all aspects of its construction and impact to the enterprise, resulting in a documented specification of what the architecture is, what it does, its components (building blocks), and how the architecture can be used to fulfill enterprise objectives.  

11.File: How to Develop, Implement and Enforce ITIL V3 Best Practices.doc – Summary: By first asking these questions it enables a service provider to provide overall strategic objectives for the IT organization, which will then be used to direct how services are designed, transitioned, supported and improved in order to deliver maximum value to customers and stakeholders.

12.File: Service_Design_Capability_Assessment_Questionnaire.docx – Summary: While the focal point of Capacity Management is to ensure adequate performance and capacity of IT services are being developed and already delivered, there are many supporting elements including IT components, product and software licenses, physical sites, human resources and third party products that will all need to be managed appropriately for this goal to be achieved. 

13.File: Service_Strategy_Capability_Assessment_Questionnaire.doc – Summary: The assessment is based on the generic capability levels defined by the Capability Maturity Model Integrated (CMMI) framework, which recognises that there are a number of characteristics which need to be in place for effective process management. 

14.File: Service Strategy Lifecycle Stage Introduction Presentation.ppt – Summary: When applied correctly, the automation of service processes helps improve the quality of service, reduce costs and risks by reducing complexity, uncertainty, and by efficiently resolving trade-offs. 

15.File: The Evolving Service Catalog.docx – Summary: While we have presented real world commercial examples of wholesaler catalogs, there’s no reason that the same model cannot be used at the enterprise level or incorporated as a hybrid solution, ensuring that business applications customized for the enterprise can be identified and launched from an ‘application warehouse’ on any compatible device.  

16.File: Viewpoints to Creating a Service Catalog.docx – Summary: A user may only need the name of the service, a brief description, and conditions or costs for using the service, while a business manager, who is responsible for managing a dozen, hundreds, or thousands of employees, may need considerably more information, including the overall cost of using the service by the department, indicators of misuse, or the ability to manage control over access to services.  

17.File: 01 Service Definition.doc – Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets, or they have greater competency in supporting all customer assets through a reporting service.

18.File: 04 Service Agreements.doc – Summary: Cloud computing provides numerous examples of each: Amazon AWS and Google Apps maintain service-based catalogs because they have been able to calculate increasing levels of their services, while Salesforce and NetSuite lean toward customer-based catalogs because their enterprise solutions can be catered to meet the customer’s specific requirements.  

19.File: 07 Business Justification document.doc – Summary: The process of establishing and monitoring performance levels means that when IT and business people discuss IT related issues, they are in fact talking about the same thing, and not—as it often happens—talking at odds with each other.

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