Itil Service Level Mgmnt

ITIL- Faculty Development Program conducted at GCET By Sharbani Bhattacharya 22 FEB’2008

IT INFRASTRUCTURE MANAGEMENT-SERVICE LEVEL MANAGEMENT ,[object Object],[object Object],[object Object]

Business Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

TIL Defined ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Defined ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ITIL ® is a registered trademark of the OGC (the UK Government's Office of Government Commerce) Service Support Service Delivery ICT Infrastructure Management Application Management Security Management Planning to Implement Service Management ITIL Software Asset Management ITIL

Service Delivery ,[object Object],[object Object],[object Object],[object Object],[object Object]

Service Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],What is ITIL ?

The ITIL Publications Framework Source: OGC The Business The Technology Planning to Implement Service Management IT Service Management The Business Perspective ICT Infrastructure Management (Information & Communication Technology) Applications Management Service Support Service Delivery Security Management

The ITIL disciplines are organized as ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The ITIL disciplines are organized as ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Level Management ,[object Object]

The objective of the Service Level Management process ,[object Object]

To achieve ITIL objectives ,[object Object],[object Object],[object Object],[object Object]

Three types of agreements with customers ,[object Object],[object Object],[object Object]

Service level agreement one can expect to see ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Level Management activities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Service Level Management process involves the following five stages: ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object]

The five core components of Service Level Management ,[object Object],[object Object],[object Object],[object Object],[object Object]

Service Strategy ,[object Object]

[object Object],[object Object]

Service Design ,[object Object]

[object Object],[object Object],[object Object],[object Object]

Service Transition ,[object Object]

Service Operation ,[object Object]

Continual Service Improvement ,[object Object]

[object Object],[object Object],[object Object]

References ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Itil Service Level Mgmnt

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