ITIL4 practices - lets discuss SLM / SLA (service level management & service level agreements) скачать в хорошем качестве

ITIL4 practices - lets discuss SLM / SLA (service level management & service level agreements)

Lets get to some key terminology and framing points on the service level management practice (abbreviated to SLM) and Service levels agreements (SLA) Target state here is one of outcomes… Apply DESIGN THINKING here - when it comes to talking a fresh look at your SLM / SLA approaches Important you look big picture for this practice – (end to end / holistically) what its made up of as a service model – app, network, server, cloud, service providers, data centers, client, DB, etc etc In practice example of this might be if you have worked in an organisation where SLAs are agreed just by your vendor mgmt team / procurement services / contract team / legal dept ? you MUST engage WITH THE business (IE THE USERS who use the systems and services that actually use the IT service DAY TO DAY – WHATS IMPORTANT TO THEM ? Also note you need to apply some logic interpretation here as well given front line staff / customer facing staff / sales staff may well have different priorities / business activities / outcomes than office based staff for example working in accounts); IN A NUTSHELL consider human behaviors / design thinking ! Please subscribe !