Pink Elephant - The IT and ITIL Service Management Experts

With Service Level Management (SLM) becoming an integral part of all IT organizations, a Service Level Agreement (SLA) is transforming from an application-based document to an end-to-end service-based agreement of negotiated and agreed upon levels of service and support. As a result, the ability of IT to deliver these agreed upon levels has also become more visible to customers. This is where an Operational Level Agreement (OLA) comes in! An OLA is a critical component when establishing levels of service and support. Are you using OLAs to full advantage? In this weeks podcast of To OLA or Not To OLA, Laurie looks at understanding the IT Service and the IT Domains, and goes through the contents of an Operational Level Agreement (OLA).

With Service Level Management (SLM) becoming an integral part of all IT organizations, a Service Level Agreement (SLA) is transforming from an application-based document to an end-to-end service-based agreement of negotiated and agreed upon levels of service and support. As a result, the ability of IT to deliver these agreed upon levels has also become more visible to customers. This is where an Operational Level Agreement (OLA) comes in! An OLA is a critical component when establishing levels of service and support. Are you using OLAs to full advantage? Laurie continues her discussion on IT systems and begins to explore the service dependency model and the contents of a Service Catalog and Service Level Agreement. In addition, Laurie covers an approach to implementation.

With Service Level Management (SLM) becoming an integral part of all IT organizations, a Service Level Agreement (SLA) is transforming from an application-based document to an end-to-end service-based agreement of negotiated and agreed upon levels of service and support. As a result, the ability of IT to deliver these agreed upon levels has also become more visible to customers. This is where an Operational Level Agreement (OLA) comes in! An OLA is a critical component when establishing levels of service and support. Are you using OLAs to full advantage? This week Laurie discusses the concept behind business goals and IT services and differentiates between an IT service and an IT system, while providing examples of the different types of services.

With Service Level Management (SLM) becoming an integral part of all IT organizations, a Service Level Agreement (SLA) is transforming from an application-based document to an end-to-end service-based agreement of negotiated and agreed upon levels of service and support. As a result, the ability of IT to deliver these agreed upon levels has also become more visible to customers. This is where an Operational Level Agreement (OLA) comes in! An OLA is a critical component when establishing levels of service and support. Are you using OLAs to full advantage? Join Laurie Dolan as she provides a brief overview of SLM and its definition. She goes into what OLAs are and why they’re a necessary part of an organization.

Many companies strive to get all ITIL processes to at least a ‘Control’ level of process maturity. This takes time, and for most processes requires major changes to metrics, standards, roles and responsibilities, documentation, and communication and management processes. Gary and Brian will walk through each of ITIL’s Service Support and Delivery processes to provide a high level overview of what being at a ‘Control’ level of maturity means for each one. They will then explain why it’s important for IT companies to aim for the next two levels of process maturity – ‘Integration’ and ‘Optimization’ – and what is involved. This is a must if your IT company is seeking to transition its ITIL goals to more advanced stages. In part 5, Gary and Brian discuss what drive's continuous improvement of a process and what needs to be considered.

Many companies strive to get all ITIL processes to at least a ‘Control’ level of process maturity. This takes time, and for most processes requires major changes to metrics, standards, roles and responsibilities, documentation, and communication and management processes. Gary and Brian will walk through each of ITIL’s Service Support and Delivery processes to provide a high level overview of what being at a ‘Control’ level of maturity means for each one. They will then explain why it’s important for IT companies to aim for the next two levels of process maturity – ‘Integration’ and ‘Optimization’ – and what is involved. This is a must if your IT company is seeking to transition its ITIL goals to more advanced stages. Gary and Brian take you through how to develop your management information framework in order to ensure your process is efficient and effective. This will allow you to make informed decisions on your processes. Remember, if you can’t measure it you can’t manage it!

Many companies strive to get all ITIL processes to at least a ‘Control’ level of process maturity. This takes time, and for most processes requires major changes to metrics, standards, roles and responsibilities, documentation, and communication and management processes. Gary and Brian will walk through each of ITIL’s Service Support and Delivery processes to provide a high level overview of what being at a ‘Control’ level of maturity means for each one. They will then explain why it’s important for IT companies to aim for the next two levels of process maturity – ‘Integration’ and ‘Optimization’ – and what is involved. This is a must if your IT company is seeking to transition its ITIL goals to more advanced stages. Join Gary Case and Brian Price as they provide an understanding of governance within the process implementation as it pertains to the roles of process management and finding the right people to undertake those roles.

Many companies strive to get all ITIL processes to at least a ‘Control’ level of process maturity. This takes time, and for most processes requires major changes to metrics, standards, roles and responsibilities, documentation, and communication and management processes. Gary and Brian will walk through each of ITIL’s Service Support and Delivery processes to provide a high level overview of what being at a ‘Control’ level of maturity means for each one. They will then explain why it’s important for IT companies to aim for the next two levels of process maturity – ‘Integration’ and ‘Optimization’ – and what is involved. This is a must if your IT company is seeking to transition its ITIL goals to more advanced stages. Listen to Gary Case and Brian Price as they define key activities to move beyond the defined level and explain how the value of IT is perceived and acted upon through differing values. In addition, they provide an understanding of the value of a process versus the maturity of a process and introduce a transition plan required to go from project to production.

Many companies strive to get all ITIL processes to at least a ‘Control’ level of process maturity. This takes time, and for most processes requires major changes to metrics, standards, roles and responsibilities, documentation, and communication and management processes. Gary and Brian will walk through each of ITIL’s Service Support and Delivery processes to provide a high level overview of what being at a ‘Control’ level of maturity means for each one. They will then explain why it’s important for IT companies to aim for the next two levels of process maturity – ‘Integration’ and ‘Optimization’ – and what is involved. This is a must if your IT company is seeking to transition its ITIL goals to more advanced stages. Join Gary Case and Brian Price as they set the stage for defining the Pink Maturity Model and CMM and the challenges of getting to a Managed Level and missing the target.

Join Terry as he concludes The Dynamic Duo of Customer Service with an understanding of what Problem Management is and how it takes care of Incident Management.