Service Level Management and Metrics
Agreeing, measuring and reporting on service: service catalogs, SLAs, OLAs, experience measures, dashboards and service reviews.
ITSM-220 Year 2 3 credits 12 lessons planned ▶ Video lessons coming soon
Offered by HSM University · IT Service Management
Course content
- 1What customers valueComing
- 2The service catalogComing
- 3Service level agreementsComing
- 4Operational level agreements and underpinning contractsComing
- 5Choosing good metricsComing
- 6Experience level agreements and satisfactionComing
- 7Availability and capacity managementComing
- 8Building service dashboardsComing
- 9Service reviews with customersComing
- 10When targets are missedComing
- 11Continual improvement registersComing
- 12Capstone: designing an SLA and its reportingComing
Requirements
Recommended background. You can start any course at any time.
Description
Agreeing, measuring and reporting on service: service catalogs, SLAs, OLAs, experience measures, dashboards and service reviews.
Part of the Information Technology stream, typically taken in year 2.