Service Level Management PowerPoint Presentation Slides
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The document outlines the importance and process of Service Level Management (SLM), focusing on improving service delivery, client satisfaction, and competitive differentiation. It discusses the challenges in implementing SLM, such as identifying customer representatives and maintaining service quality, and provides a structured approach for defining Service Level Agreements (SLAs) and managing performance indicators. The document emphasizes continual service improvement, defining network service levels, and the necessary steps for successful SLM implementation.
Service Level Management PowerPoint Presentation Slides
- 1. Service Level Management Yo u r C o m p a n y N a m e
- 2. 2 Why need Service Level Management (SLM) Challenges of delivering SLM Service Level Management & Continual Service Improvement SLM Activities SLM Performance Indicators SLM Review SLM Process Flow Defining network service levels Creating and maintaining SLAs Implementation of SLM Content
- 3. Why Need Service Level Management (SLM) 3 To meet internal service delivery goals Manage, analyze &report on performance metrics To improve the service delivery & client satisfaction Differentiate oneself from the competition & capture more business Add your company specific content here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 4. Challenges of Delivering SLM 4 Identifying suitable customer representatives with whom to negotiate Management of service quality levels Meeting the internal service delivery goals Add your company specific content here Add your company specific content here
- 5. Challenges of Delivering SLM 5 Identifying suitable customer representatives with whom to negotiate Management of service quality levels Meeting the internal service delivery goals Add your company specific content here Add your company specific content here
- 6. 6 Service Level Management & Continual Service Improvement How to keep the momentum going? What is the Vision? Where are we now? Where do we want to be? How do we get there? Did we reach there? Business Vision, Goals, Mission & Objectives Base Level Assessments Measurable Targets Process & Service Improvement Measurement & Metrics This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 7. SLM Process Flow 7 Business Relationship Manager Process Owner Business Line Annual Continuous/ As Needed As Needed Activate Service and Prepare for Operations SLM-04 Monitor and Report Service Levels SLM-05 Obtain Sign-Off on Service Level Agreement SLM-03 Recommend Improvements SLM-06 The slide explains the process flow undertaken for service level management; it has various operating under it Update Service Level Management Framework SLM-01 Identify Service Requirement SLM-02
- 8. Service Level Management Activities 8 › Monitor SLA delivery › Evaluate results › Audit performance Oversee continued SLA effectiveness › Monitor continuously and over review periods › Drive service improvements Ensure commitments are met › Plan and draft SLAs, OLAs, & UCs › Test and monitor initial results › Finalize agreement between IT and the business Set up, test, and go live › Define terms and conditions › Outline compliance targets and goals Negotiate and define Availability Business Services Configuration Items Incidents Changes Response Time Resolution Time Problems 1 2 3 4
- 9. Implementation of SLM 9 Defining Network Service Levels Creating & Maintaining SLAs
- 10. Defining Network Service Levels 10 These steps have been discussed in detail in further slides Analyze Technical Constraints Determine the Available Budget Create Application Profiles Detailing Network Characteristics of Critical Applications Define Availability and Performance Standards Collect Metrics and Monitor the Service This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 11. Analyze Technical Constraints 11 Risk or Constraint Type of Constraint Potential Impact Don't have the required staff and process to react to alerts Life−cycle practices High Currently security configuration to help prevent attacks may not be thorough Technology/resiliency Low Current network access policies are not in place Life−cycle practices High Your Text Here Add text here Medium This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 12. Determine the Available Budget 12 Service Delivery Process Activities Budget Allocated Tools used Percentage Contribution to Service Delivery Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 13. Create Application Profiles 13 The application profile should include: Application name Your Text Here Type of application Your Text Here Business importance Your Text Here Availability requirements Your Text Here Estimated user bandwidth (kbps) Your Text Here Number and location of users Your Text Here File transfer requirements Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 14. Define Availability and Performance Standards 14 Network Area Availability Target Measurement Method Average Network Response Time Target Max Response Time Accepted Response Time Measurement Method LAN 99.99% Impacted user minutes Under 5 ms 15 ms Round−trip ping response Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 15. Collect Metrics and Monitor the Service 15 Name Target Scope Action Your Text Here Incident No Actions Taken within 15 minutes Your Text Here › Change priority to Medium › Re-assign to IT Help Desk › Notify Incident assignee and IT Help Desk Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 16. Implementation of SLM 16 Defining Network Service Levels Creating & Maintaining SLAs
- 17. Benefits of SLA’s 17 Establish two−way accountability for service Help determine the standard tools and resources needed to meet business requirements Documented SLA creates a clearer vehicle for setting service level expectations Add your company specific text here
- 18. Determine Service Elements 18 Devices Redundant routers for WAN connectivity Redundant router for backup at core site No device redundancy WAN Redundant T1 connectivity, multiple carriers T1 connectivity with Frame Relay backup No WAN redundancy Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Solution Platinum Gold Silver This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 19. Define the SLA Required for Business Units 19 Business Unit Applications Cost of Downtime Problem Priority when Down Server/Network Requirement Manufacturing Erp High 3 Highest Redundancy Customer Support Customer Care High 1 Highest Redundancy Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 20. 20 Content Why need Service Level Management (SLM) Challenges of delivering SLM Service Level Management & Continual Service Improvement SLM Activities SLM Performance Indicators SLM Review SLM Process Flow Defining network service levels Creating and maintaining SLAs Implementation of SLM
- 21. SLM Performance Indicators 21 Fulfilment of Service Levels Number of Services/ SLAs where the agreed service levels are fulfilled Number of Service Issues Number of issues in the service provision, which are identified and addressed in an improvement plan Number of Services which are regularly reviewed SLAs under Review List the number of services covered Services covered by SLAs Monitored SLAs Number of monitored Services/ SLAs, where weak-spots and counter-measures are reported Services covered by OLAs (Operational level agreements) Number of Services where SLAs (Service Level agreements) are backed up by corresponding OLAs This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 22. SLM Review 22 Set up defined agenda to review the performance of the measured service level definitions and to make improvements Review of measured service levels for the given period Review of improvement initiatives defined for individual areas Current service level metrics A discussion of what improvements are needed based on the current set of metrics
- 23. Service Level Management Icons Slide 23
- 25. Clustered Column 25 $85.00 $35.00 $56.00 $46.00 $50.00 $35.00 $20.00 Value in Billions Value in Billions Value in Billions Value in Billions Value in Billions Value in Billions Value in Billions Your Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Your Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Your Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
- 26. Doughnut 26 Your Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Your Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Your Text Here This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 70% 20% 10% Product 01 Product 02 Product 03
- 27. Our Mission 27 Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 28. Meet Our team 28 Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 29. About Us 29 Target Audiences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Preferred by Many This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Values Client This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 30. Financial 30 Minimum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 45% Maximum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 85% Medium This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 65%
- 31. Quotes 31 GregKinnear I went Door to Door Selling Cable Television Subscriptions when i was in Collage not to Date My Self but Cable was Just Coming on. I had Terrible Territories and they would give me $25 , its’ I Go Somebody to let them Come and Just Put the Little Cord in their House.
- 32. Post it Notes 32 Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 33. Thanks for Coming 33 Address # street number, city, state Contact Numbers 0123456789 Email Address emailaddress123@gmail.com