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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 206: Creating a Service Framework: Building SLAs, OLAs, and UCs

Michael Hanson  (VP, IT Service Desk Operations, PSCU)

Location: Turks 6

Date: Tuesday, November 14

Time: 11:30 am - 12:30 pm

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Connecting the Dots: Frameworks and Methodologies, Driving Strategic Decision-Making

Session Type: Session

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

Most organizations have service level targets for response and resolution time, but few have true service level agreements (even though they may call them SLAs). The reality is that there are three components to establishing service levels: an operational level agreement (OLA), an underpinning contract (UC), and the actual SLA. How do these three things relate, and how can a support team go about building a good foundation for realistic service levels? This session will discuss how a support organization can approach putting together an effective structure that provides a reasonable, stable foundation for service levels.