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EncartaLabs

Service Level Management

( Duration: 2 Days )

The Service Level Management training course provides a comprehensive overview of the major concepts and processes involved with Service Level Management. Participants will gain an understanding of what Service Level Management as well as knowledge and understanding of the essential components of this process, such as Service Level Agreements, Operational Level Agreements, Underpinning Contracts and the Service Catalog.

By attending Service Level Management workshop, delegates will learn to:

  • Understand what Service Level Management is about
  • Essential components of the Service Level Management
  • Understand Operational Level Agreements, Underpinning Contracts and the Service Catalog.

  • Basic understanding of the business industry
  • This Service Level Management class is intended for anyone looking to gain an understanding of the Service Level Management and its practical application in the business environment.

COURSE AGENDA

1

Course Overview

  • Introduction, Overview, Purpose and Goal
  • Terminology, Activities of SLM and Value to the Business
2

SLM Roles & Responsibility

  • Introduction and Position Responsibilities
  • Right Skills Make the Difference and Monitor Service Performance
  • Underpinning Agreements, Collate, Measure & Improve, SLA and Service Reviews
  • Develop Contacts and Relationships & Complaints and Compliments
  • Triggers, SLM Inputs and SLM Outputs
  • Information Management and SLM — KPIs
  • Critical Success Factors & Challenges and Common Misconception
3

SLAs, OLAs and UCs

  • Designing SLA Structures, Produce Service Reports and SLA Contents
  • Contract Areas to Consider
  • Contract Components, Designing the Contents of SLAs and Review and Revise - SLA
  • Underpinning Contract and OLA Contents
  • Review and Revise - UC & OLA and Critical Success Factor
4

Writing Reports and KPI

  • Introduction, Writing Clearly and Familiar Words
  • Concrete Nouns, Jargon and Slang
  • Writing Concisely, Active Voice, Watching Out for Adverbs and Writing Correctly
  • Components of Correctness - Style and Factual
  • Simplify, Parallelism and Style/Tone
  • Top Tips for Proposal Writing and Other Contributors
  • Why Proposals Are Rejected
  • KPI
5

Service Catalog Management

  • Introduction, Purpose, Objective, Scope and Value
  • Service Catalog and Key Activities
  • The Customer is King and Make it Actionable
  • System of Record, KPIs and Information Management
  • Challenges, CSFs and Risks
6

Skills and Qualities

  • Decision-Making Skills and Management Decision-Making
  • Bad Decisions and Decision-Making Quotes
  • Group Decision-Making
  • Brainstorming Technique
  • Group Decision Types and Group Consensus Guidelines
  • Why Change, Cold Hard Facts and Reactions to Change
  • Change Styles, Managing Change, Organizational Change and Change Objective
  • Staff Tools, Communicate Expectations, Reward Success and Stages of Change
  • What is Conflict, Functional & Dysfunctional Conflict and Levels of Conflict
  • Attitude and Persuasion
  • Perceptions & Assumptions and Conflict Resolution Styles
  • Intra and Inter - Organizational, Group and Personal Conflict
  • Task vs Relationship vs Process and The Process for Handling Conflict
  • How to Build Relationships
  • Alternative Conflict Resolution, Customers, Outcomes of Conflict and Summary
7

Workforce

  • It's Not All About the Money, Reward and Recognition & The Cost and Factors
  • Challenging Goals, Clear Instruction, Meaningful Tasks and Feedback
  • Rewards and Incentives, No Single Rewards & Who Benefits
  • Working in a Team
  • Types of Teams and Teamwork Success
  • Employee Involvement, Team Conflict and Learning to Be a Leader
  • LEAD Model and What Sort of Leader Are Participants?
  • Lead by example and Management Processes
  • How to Motivate and Coaching Staff
  • Coaching Skills
  • Working Together, Why is Training Needed, Contributing and Learning Organization
  • Development Cycle, Performance Appraisals and Cross Training
  • Poor Management

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 6,000 various courses on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting https://www.encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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