Service Level Management

Course Curriculum

Chapter 1: Welcome

Lecture 1: Introduction to the Program

Chapter 2: Overview of the Course

Lecture 1: Introduction, Overview, Purpose and Goal

Lecture 2: Objectives and Scope

Lecture 3: Terminology, Activities of SLM and Value to the Business

Chapter 3: SLM Roles & Responsibility Part 1

Lecture 1: Introduction and Position Responsibilities

Lecture 2: Right Skills Make the Difference and Monitor Service Performance

Lecture 3: Underpinning Agreements, Collate, Measure & Improve, SLA and Service Reviews

Lecture 4: Develop Contacts and Relationships & Complaints and Compliments

Chapter 4: SLM Roles & Responsibility Part 2

Lecture 1: Introduction, Triggers, SLM Inputs and SLM Outputs

Lecture 2: Information Management and SLM — KPIs

Lecture 3: Critical Success Factors & Challenges and Common Misconception

Chapter 5: SLAs, OLAs and UCs

Lecture 1: Introduction and Overview

Lecture 2: Designing SLA Structures, Produce Service Reports and SLA Contents

Lecture 3: Contract Areas to Consider

Lecture 4: Contract Components, Designing the Contents of SLAs and Review and Revise – SLA

Lecture 5: Underpinning Contract and OLA Contents

Lecture 6: Review and Revise – UC & OLA and Critical Success Factor

Chapter 6: Writing Reports — Part 1, 2, 3 and kpi

Lecture 1: Introduction, Writing Clearly and Familiar Words

Lecture 2: Concrete Nouns, Jargon and Slang

Lecture 3: Writing Concisely, Active Voice, Watching Out for Adverbs and Writing Correctly

Lecture 4: Components of Correctness – Style and Factual

Lecture 5: Simplify, Parallelism and Style/Tone

Lecture 6: Top Tips for Proposal Writing and Other Contributors

Lecture 7: Why Proposals Are Rejected

Lecture 8: KPI

Chapter 7: Service Catalog Management – Part 1 and 2

Lecture 1: Introduction, Purpose, Objective, Scope and Value

Lecture 2: Service Catalog and Key Activities

Lecture 3: The Customer is King and Make it Actionable

Lecture 4: System of Record, KPIs and Information Management

Lecture 5: Challenges, CSFs and Risks

Chapter 8: Skills and Qualities — Part 1 and 2

Lecture 1: Decision-Making Skills and Management Decision-Making

Lecture 2: Bad Decisions and Decision-Making Quotes

Lecture 3: Group Decision-Making

Lecture 4: Brainstorming Technique

Lecture 5: Group Decision Types and Group Consensus Guidelines

Lecture 6: Why Change, Cold Hard Facts and Reactions to Change

Lecture 7: Change Styles, Managing Change, Organizational Change and Change Objective

Chapter 9: Skills and Qualities — Part 3

Lecture 1: Staff Tools, Communicate Expectations, Reward Success and Stages of Change

Lecture 2: What is Conflict, Functional & Dysfunctional Conflict and Levels of Conflict

Lecture 3: Attitude and Persuasion

Lecture 4: Perceptions & Assumptions and Conflict Resolution Styles

Lecture 5: Intra and Inter – Organizational, Group and Personal Conflict

Chapter 10: Skills and Qualities — Part 4

Lecture 1: Task vs Relationship vs Process and The Process for Handling Conflict

Lecture 2: How to Build Relationships

Lecture 3: Alternative Conflict Resolution, Customers, Outcomes of Conflict and Summary

Chapter 11: Your Workforce — Part 1

Lecture 1: It’s Not All About the Money, Reward and Recognition & The Cost and Factors

Lecture 2: Challenging Goals, Clear Instruction, Meaningful Tasks and Feedback

Lecture 3: Rewards and Incentives, No Single Rewards & Who Benefits

Chapter 12: Your Workforce — Part 2

Lecture 1: Working in a Team

Lecture 2: Types of Teams and Teamwork Success

Lecture 3: Employee Involvement, Team Conflict and Learning to Be a Leader

Lecture 4: LEAD Model and What Sort of Leader Are You?

Lecture 5: Lead by example and Management Processes

Chapter 13: Your Workforce — Part 3

Lecture 1: How to Motivate and Coaching Staff

Lecture 2: Coaching Skills

Lecture 3: Working Together, Why is Training Needed, Contributing and Learning Organization

Lecture 4: Development Cycle, Performance Appraisals and Cross Training

Lecture 5: Poor Management

Chapter 14: Service Level Management Certification

Lecture 1: Final Exam

Lecture 2: Conclusion – Final Lecture