ITIL Quick Reference

ITIL Quick Reference

1. Business and IT Service MappingThe first key task during a SLM implementation is to map the current Business Process to the provision of IT Services. This document guides you through this. Plus you will get a template to capture the information.

2. Business Justification DocumentThis template is a business case document that will help you structure a successful document that can be presented to senior management and board members justifying the need for Service Level Management in your organization.

3. Communication PlanTo be successful with a process implementation it is important to have a communication plan in place. This document provides an approach and a list of documents that need to be created for your communication campaign.

4. Corporate Based SLAThis document is a template for Service Level Agreements at a Corporate Level.

5. Customer Based SLAThis document is a template for Service Level Agreements at a Customer Level.

6. E-Mail TextDuring your communication campaign it is important to let the IT staff know about the Service Level Management process and the benefits it will provide to them. This document provides a useful template for this communication.

7. Functional Specifications Template for the functional specification of the services being provided by the IT department. This would be written in Business English.

8. Technical SpecificationsTemplate for the technical specifications of the services provided by the IT department. This would be written in Technical English.

9. Operational Level AgreementsThis template provides a structure for agreeing and creating agreements on services provided by internal departments within the Organisation.

10. SLM Powerpoint PresentationDuring the implementation it is considered best practice to involve all necessary parties. To get significant buy-in across the organization a number of road shows may need to be conducted. This powerpoint presentation provides you with 1 hour of slides defininge Service Level management.

11. Service Based SLAThis document is a template for Service Level Agreements.

12. Service CatalogueThe Service Catalogue is a list of Services that the IT Department can or does deliver to its Customers.

13. Price ListTemplate or Appendix that can be used to show a break down of the price for each service.

14. Service Level Project PlanThis documents provides a skeleton outline for planing and project managing your process implementation.

15. Service Level Management Policies and GuidelinesIt is important to set Policies and Guidelines for your Service Level Management process. This document provides a structure and written words.

16. Service Level Management Process TemplateThis document includes a series of objectives and goals for the SLM process along with a skeleton map of the process itself. It also includes a process for instigating and running a Service Improvement Programe.

17. Service Level Management Review DocumentThis document provides a guideline for reviewing your organizations current Service Level Management process. It will provide you with a maturity level for the process and highlight those areas that are open for improvement.

18. Service Level Management Scope DocumentAll processes need to have a Scope. This document will provide a template for creating your Scope for the Service Level Management process.

19. Service Level RequirementsA template and list of questions for gathering the Customers requirements regarding desired services.

20. Service OptionsTemplate for breaking the services into options, i.e. Gold, Silver, Bronze level of Service.

21. SLM Flyer - Business and IT FlyersDuring your communication campaign it is important to let the organisation now what IT is doing. These flyers present an easy way of doing this.

22. Reports and KPI targets and additional metricsA list of key reports and Key Performance Indicators for the Service Level Management process, plus additional metrics that may need to be considered.

23. SLM Process Manager DocumentThis document outlines the role, responsibility and tasks of the SLM Process Manager. It also includes a brief outline of the necessary skills needed by a SLM Process Manager.

24. Underpinning ContractsThis template provides a structure for agreeing and creating Underpinning Contracts with External Service Providers.