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FITS - Service Level Management
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Introduction to FITS
Change Processes
Change Management
Release Management
Configuration Management
Strategic Processes
Financial Management
Service Level Management
Service Continuity Manaagement
Proactive Processes
Problem Management
Network Monitoring
Preventative Maintenance
Reactive Processes
Service Desk
Incident Management
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1. Overview
What is Service Level Management?
Why use Service Level Management?
Who uses Service Level Management?
How Service Level Management works
What does Service Level Management cost?
2. Implementation guide
Define what needs to be done
Prepare to implement
Implement
Review the implementation
Implementation resources
3. Operations guide
What needs to be done?
When does it need doing?
Who does it?
Operational resources
4. Toolkit
Examples
Templates
5. Roles and responsibilities
Service manager
End-user representative
6. Review of Service Level Management
Recap of Service Level Management
Checklist
Implementation resources
For creating a service catalogue use the templates found in the toolkit.
Service catalogue template
Go back to
Implementation Guide
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