Service Level Management and IT Governance

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Wilko van de Kamp

2:36:39

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01 - Welcome and Introduction

001 Introduction to the course.html

002 Welcome The Reality of Service Level Management.mp4

03:15

003 The problem with Service Level Management and IT Governance.mp4

06:26

004 Acronyms and Baby Steps.mp4

05:47

005 Download the course workbook.html

005 Service-Level-Management-and-IT-Governance.pdf

006 Anthony Bourdain and Managing Expectations.mp4

08:20

007 The traveler who never found his way home.html

008 Exercise 1 Check in.mp4

02:47

009 About learning Getting the most value from this course.mp4

03:35

010 What this course is about (and what its not).mp4

04:46

011 Getting to know your instructor.mp4

03:46

012 Managing Service The Money Question.mp4

05:14

external-links.txt

02 - Service Management Process Overview

001 Solutions and Best Practices.mp4

01:33

002 Common processes and terminology.mp4

03:52

003 A simple approach to service level management.mp4

02:16

004 Highlighted processes for this course.mp4

02:31

004 PROCESS-DEFINITIONS.pdf

03 - Quality Management

001 Quality Management Introduction.mp4

02:09

002 The maturity of your service management.mp4

03:54

003 Managing and Measuring Quality.mp4

05:11

004 Quality Management Control and Assurance.mp4

01:34

005 Quality Processes in Service Management.mp4

02:08

006 Key Performance Indicators.mp4

01:36

007 Going the extra mile.html

008 EXERCISE-3-SURPRISE.pdf

008 Exercise 3 Surprise!.mp4

03:47

04 - Service Catalogue

001 Service Catalogue and Planning.mp4

02:52

002 The Why of Service Level Management A Business Services Approach.mp4

02:19

003 Its all about people assigning process roles.mp4

05:18

004 The Dutch Poldermodel explained.html

005 Business requirements whats on the menu.mp4

02:42

006 The money question charging your customers.mp4

01:57

007 EXERCISE-4-SERVICE-SCOPE.pdf

007 Exercise 4 Service Scope Definition.mp4

04:28

05 - Service Level Management

001 Service level management diving further.mp4

02:15

002 KEY-DEFINITIONS.pdf

002 Key Definitions.mp4

09:35

003 Process Activities.mp4

03:52

004 Steps and Supporting Documents.mp4

05:27

005 Agreement Content Matrix.mp4

04:04

005 SERVICE-LEVEL-AGREEMENT-CONTENT.pdf

005 Service-Matrix.xlsx

006 PERFORMANCE-INDICATOR-EXAMPLES.pdf

006 Process Execution and Monitoring.mp4

04:09

007 EXERCISE-5-DRAFTING-AN-AGREEMENT.pdf

007 Exercise 5 Draft your agreement.mp4

03:11

007 SERVICE-LEVEL-AGREEMENT-CONTENT.pdf

06 - Putting it all together

001 Putting it all together next steps.mp4

02:23

002 Customer benefits for Service Level Management.mp4

03:35

003 Delivering value Bringing together people, processes and technology.mp4

03:36

004 The root cause of all evil in service management.html

005 Where to start.mp4

08:05

006 Stop the glorification of busy.html

007 Your service management journey.mp4

02:29

008 Building a process culture.mp4

06:07

009 Ideas, final thoughts and wrap up.mp4

03:48

009 TOP-5-ACTION-LIST.pdf

Description

Transform your service organization with practical service level management and continuous improvement strategies.

What You'll Learn?

Discover how Service Level Management can be used as a powerful instrument to monitor and improve service quality within your organization.
Through practical examples and exercises, you will gain a comprehensive understanding of the Service Level Management process.
Explore the benefits of Service Level Agreements (SLAs) and gain a clear understanding of how they can help improve service delivery and customer satisfaction.
Through real-world examples and case studies, you will learn to recognize the importance of SLAs and how they can be effectively used.
Learn the key success factors for implementing or improving Service Level Management in your organization, and gain the skills and knowledge needed to drive sus
Gain insights into best practices for gradually introducing and continuously improving Service Level Management processes within your organization.

Who is this for?

This training program is suitable for all levels of your organization, but is specifically designed for process managers, owners, and coordinators who want to exceed customer expectations and turn them into loyal fans, without introducing unnecessary bureaucracy through formalized process models.

What You Need to Know?

While completing my IT Service Management Foundations course is optional, it is recommended that you have at least a foundational or awareness-level understanding of IT Service Management processes before taking this training program.

More details

Description
Welcome to the Service Level Management and IT Governance course, designed to help you implement a structured approach to improving service quality and value creation for your customers.
As a process manager, owner, or coordinator, you may be concerned about introducing too much bureaucracy when implementing Service Level Management. That's why this course takes a customer-centric approach, focusing on continuous service improvement and IT Governance.
Through a step-by-step process, we'll explore best practices and real-world advice to help you develop a general roadmap or implementation plan for any major process development or re-engineering project. We'll specifically look at your service catalogue, service level agreements, and service level management process to ensure the efficient delivery of your IT services.
By the end of this course, you'll have gained the knowledge and skills to make informed decisions on what's next for your service organization. This includes improving your decision-making process by delivering actionable insights, adding predictability, and saving costs.
â˜…â˜…â˜…â˜…â˜…
Our goal is to help you turn your customers and end-users into raving fans who leave 5-star reviews. We understand that digital transformation has become the go-to strategy for success, and that value creation is at the center of it all. Therefore, our approach will be guided by those principles, discovering best practices as we go along.
At the heart of this course is the belief that creating value for your customers, end-users, and stakeholders is key to success. This requires efficient processes and successful innovation, which we'll cover in-depth. We'll also address governance from a Service Level Management perspective, ensuring that your service management processes continue to improve and provide a competitive edge for your organization.
Join us today and let us help you create a roadmap to success for your service organization.
Who this course is for:
This training program is suitable for all levels of your organization, but is specifically designed for process managers, owners, and coordinators who want to exceed customer expectations and turn them into loyal fans, without introducing unnecessary bureaucracy through formalized process models.

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Wilko van de Kamp

Instructor's Courses

Hi, I’m Wilko van de Kamp, bestselling author of the Freedom Project book series. For more than 15 years, I have helped people and their companies achieve their own results beyond their goals. I work with authors, coaches and experts to build their brand to become a #1 industry influencer and increase their impact on the communities they serve. We focus on every aspect of personal brand building through technology and storytelling, with a relentless focus on accelerating the achievement of their personal, professional and financial goals. And I would love to do the same for you!

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