Service Level Management: Time to Get Started

Presented by

Richard Russell, HCA, Service Level Manager and Process Owner

About this talk

Symptoms: Are you managing IT by component rather than from the end user’s perspective? Is your service delivery measured subjectively? Are issues solved by the “squeaky wheel” system? Does IT understand your business? If your answers to these questions make you squirm a little bit, join this session where we will map out some tactics to get you rolling with Service Level Management. Topics will include: · Business leadership involvement? · Why the business cares · Jump start tips to get SLM buy-in · Measuring success · Report design considerations

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