Service Level Management

This lecture will introduce the service level management course. The purpose and goal will also be dicussed.

This lecture will discuss the objectives and scope of the course.

This discussion will focus on some terminologies included in the course. The activities of service level management and its value to the business will also be discussed.

This lecture will introduce the first part of the roles and responsibilities in service level management. The position responsibilities will also be discussed.

This lecture will discuss the right skills that are needed to make a difference in service level management and the monitoring service performance.

This lecture will discuss underpinning agreements, collating, measuring, and improving service level management and conducting service reviews.

This lecture will discuss developing contacts, relationships in service level management, and will focus on complaints and compliments of service level management..

This lecture will introduce the second part of the roles and responsibilities in service level management. The the triggers, inputs, and outputs of service level management will also be discussed.

This lecture will discuss information management and KPIs of service level management.

This lecture will discuss the critical success factors, challenges, and common misconceptions about service level management.

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Lecture outline:

0:00    CSFs of Service Level Management

0:16    Challenges of Service Level Management

0:42    Common Misconception

This lecture will introduce SLAs, OLAs, and UCs.

This lecture will discuss designing SLA structures, producing service reports, and the contents of SLAs.

This lecture will talk about contract areas to consider in service level management.

This discussion will focus on contract components of service level management and designing the contents of SLAs.

This lecture will discuss underpinning contracts and OLA contents.

This lecture will discuss the critical success factors in service level management.

This lecture will discuss writing reports, writing clearly, and familiar words in service level management.

This lecture will discuss concrete nouns, jargon, and slang in reports for service level management.

This lecture will discuss writing concisely, active voice, watching out for adverbs, and writing correctly in reports for service level management.

This lecture will discuss components of correctness namely style and factual information.

This lecture will discuss simplify, parallelism, and style/tone in writing a report for service level management.

This lecture will discuss the top tips for proposal writing in service level management.

This lecture will identify why proposals are rejected.

This lecture will talk about KPIs in service level management.

This lecture will discuss the purpose, objective, scope, and value of service catalog management.

This lecture will discuss service catalogs and key activities.

This lecture will discuss the saying 'The customer is king' and make service catalogs actionable.

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Lecture outline:

0:00    The Customer is King

1:24    Make it Actionable

This lecture will discuss the system of records, KPIs of service catalog management, and information management.

This lecture will discuss information management and its challenges, critical success factors and risks.

This lecture will discuss decision-making skills and management in decision making.

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Lecture outline:

0:07    Decision-Making Skills

1:25    Management Decision-Making

This lecture will discuss making bad decisions and decision-making quotes.

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Lecture outline:

0:00    Bad Decisions

1:41    Decision-Making Quotes

This lecture will talk about decision making as a group.

This lecture will explain some brainstorming techniques.

This lecture will discuss types of group decisions and group consensus guidelines.

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Lecture outline:

0:00    Group Decision Types

2:55    Group Consensus Guidelines

This lecture will discuss the cold hard facts and reactions to change.

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Lecture outline:

0:00    Why Change?

0:19    Cold Hard Facts

1:09    Reactions to Change

This lecture will discuss change styles, managing change, organizational change, and change objective.

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Lecture outline:

0:00    Identifying Change Styles

0:35    Your Role in Managing Change

0:49    Organizational Change

1:03    Define the Change Objective

This lecture will discuss staff tools, communication expectations, reward success, and stages of change.

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Lecture outline:

0:00    Give Staff Tools for Success

0:17    Communicate Expectations

0:31    Reward Success

0:41    Stages of Change

This lecture will discuss the definition of conflict, functional conflict, dysfunctional Conflict, and the levels of conflict.

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Lecture outline:

0:00    What is Conflict?

0:34    Functional Conflict

1:01    Dysfunctional Conflict

1:25    Levels of Conflict

This lecture will talk about the skills and qualities of service level management such as attitude and persuasion.

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Lecture outline:

0:00    Your Attitude

0:29    Persuasion

This lecture will discuss perceptions and assumptions in service level management and conflict resolution styles.

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Lecture outline:

0:00    Perceptions and Assumptions

0:15    Conflict Resolution Styles

This lecture will discuss intra and inter-organization as well as group and personal conflict.

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Lecture outline:

0:00    Intra and Inter-Organization Conflict

0:42    Intra and Inter-Group Conflict

1:12    Intra and Inter-Personal Conflict

This lecture will discuss the difference between task, relationship and process, and handling conflict.

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Lecture outline:

0:00    Task vs Relationship vs Process

0:52    3-Step Process for Handling Conflict

This lecture will talk about how to build relationships.

This lecture will discuss alternative conflict resolution and outcomes of conflicts.

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Lecture outline:

0:00    Alternative Conflict Resolution

0:50    Customers

1:22    Desired Outcomes of Conflict

1:41    Summary