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Seminar 07F - Planning Your Service Level Management Project: Developing a Core Service Catalog and Service Level Agreements
PLEASE NOTE: Separate registration and fee are required to attend this seminar.

Session Details

Speaker(s)

• Giselle Collins, Senior Systems Analyst, Client Services, British Columbia Institute of Technology
• Robert McNulty, Senior Systems Analyst, Client Services, British Columbia Institute of Technology
• Michele Morrison, Senior Systems Analyst, Client Services, British Columbia Institute of Technology
• Judy Shandler, Business Analyst, British Columbia Institute of Technology
• Session convener: Alden Larrabee, Service Quality & Program Manager, University of Alaska

Abstract

This seminar will cover the basics you will need to start your organization's service level management (SLM) initiative, including how to define and set up a service catalog and how to use it to simplify the creation of individual service level agreements. You will also learn about operational level agreements that define support among various IT groups. Topics will include defining services, metrics, IT department and customer roles, and templates.

This seminar has been designed to introduce you to SLM terminology and concepts so that you will have the basic understanding to plan your own SLM project. Participation in group activities will illustrate some of the issues and decisions you will encounter in your unique environment. You will take away a workbook, templates, and sample documents to assist you in creating your own SLM documents.

We need a national conference, and EDUCAUSE 2006 was as good as anyone could want!