CSU: ITIL v3 Multi-level Service Level Agreements

This video introduces the concept of using Multi-level Service Level Agreements 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.
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.

Category:

Education

Tags:

• CSU
• ITIL
• V3
• Multi-level
• Service
• Level
• Agreements
• Design
• Expectations
• Perception
• Customer
• Satisfaction
• Charles
• Sturt
• University
• IT
• Masters
• Marco
• Cattaneo
• Complaints
• Compliments
• Agreement

[mygalaxy65]

Hi,

what is the difference between 'Service based SLA' (previous video) & 'Service Specific SLA' discussed in this vide?

thanks in advance

[IsleBeeBach]

@mygalaxy65 No difference - just different terminology for the same thing :D It seems to happen quite a lot in ITIL v3 LOL Thanks for asking.

[eastershurricane]

Like someone should ask this guy to like stop saying like all the time!

[IsleBeeBach]

@eastershurricane I can't help it.... ITIL is very LIKEable :-)

[megoom1]

it's very goog work, i hope i can get a cd contains the whole videos.

[IsleBeeBach]

I'm checking with the powers above me whether or not we can start sending CDs around - you should get an answer within a couple of days. Thanks for asking, IsleBeeBach

[eastershurricane]

agreed!

[IsleBeeBach]

No problem mate - I'm just trying to spice up some of the ITIL books, as they are soooooooo exciting :-)

[sugeknight100]

U have done a great job, and its intresting with all d humor u added.