CSU: ITIL v3 Service Level Management Activities

This video introduces the key activities of the Service Level Management process as explained in the ITIL v3 volume Service Design.
The video is one out of a series of study aids for students studying the topic ITI597 with Charles Sturt University.
The ITI597 module is provided in a dynamic online and real-time interactive environment, and supported with a virtual study environment located in SecondLife space, and videos such as these.
As subject coordinator I provide live web based sessions for all ITI597 students at least once a week, and strongly support any multimedia technology that makes blended and passionate learning a reality.
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Category:

Education

Tags:

• CSU
• ITIL
• V3
• Service
• Level
• Management
• Activities
• SLM
• Design
• Expectations
• Perception
• Customer
• Satisfaction
• Charles
• Sturt
• University
• IT
• Masters
• Marco
• Cattaneo
• Complaints
• Compliments

[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.

[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