CSU: ITIL v3 Service Level Management Activities

[slaphead400]

Hi Marco. Same question from me as GoodDeedsLeadsTo about the actual fit into the PDCA cycle as my results differ from theirs. I had P, D, C, D, C, A/QA, A, A, D, D, QA, D. Could you confirm/advise what is the actual correct match please? Very helpful set of videos by the way!

[GoodDeedsLeadTo]

Hi Marco, Could you please verify my understanding on how the 12 SLM activities fit into Deming cycle?

First two activities fit into Plan stage of Deming cycle

Third to 5th activities fit into Check

6th to 9th activities fit into Act

10th activity into Do

1th & 12th into Act

[GoodDeedsLeadTo]

I understand this presentation is basically about assuring quality in SLA achieved with Deming cycle? Please verify my understanding

[IsleBeeBach]

@GoodDeedsLeadTo Yeah, well spotted, but the ITIL authors are always trying to make things seem a lot harder than it is in reality. Each and every process could simply be written using Deming's model, and sometimes they do, but even if they do (e.g. Information Security Management) they still change Deming's terminology. I guess people are sometimes a bit weird and although preaching the KISS principle not actually practicing it themselves.

[pdadio]

Good stuff. Thanks. Being a SLM is not for the faint of heart!

[ServiceDeskLearner]

Hi Marco

I just want to say, I (and probably a lot of others) really appreaciate your efforts in giving us this info. It really helps those of us trying to learn on a tight budget.

have a great 2010!!