Service Level Management in an ITIL 4 World

Service level management (SLM) is the IT service management (ITSM) and ITIL practice that helps to ensure IT delivers the outcomes needed by the business. Done well, it can improve relationships, add transparency to service delivery (and the associated service packages), and support ongoing service improvement. To help ITSM professionals and organizations looking to adopt or improve their SLM ...

How to Use XLAs Effectively

 IT departments are increasingly waking up to the fact that experience level agreements (XLAs) are the difference between good and great IT service management (ITSM) and the business results this ...

10 ITSM Resolutions for 2021

I think we can all agree that the best thing about 2020 is that it’s over. I for one am embracing the “new year, new mindset idea,” so this blog is about ten things you can do to make life in 2021 a ...

How to Build SLAs That Your Customers Really Want

So, here’s the thing. We’ve all heard horror stories of “watermelon” service level agreements (SLAs). You know the ones where, from the outside, everything looks great, i.e. green. But underneath ...

4 Important Things to Consider When Creating an ITSM SLA

Service level agreements (SLAs), if used correctly, can be one of the most important documents in a service-oriented organization. Done well, they communicate what’s expected of all parties and can ...

Five Actions to Optimize IT Support Today

Most organizations approach IT support management somewhat reactively (think of the familiar phrase of “firefighting IT”). But in today’s world of increased expectations and instant gratification, ...