SLA Management Best Practices

[mikeo_leary]

I can't locate any videos, webinars or documentation outlining best practices for SLA Management. Does anyone have something that I'm missing?

[Tommy SN Sahlin]

Hi Mike,

oddly enough, I'm just putting finishing touches on an SLM Best Practices presentation material, which I will then be giving as a presentation/workshop to consultant colleagues within our company.

I'm expecting the session to be 1-2 hours long. My material is a combination of general SLM Best Practices, definitions, considerations, agreement interpretations, and another section covering SLA Management in ServiceNow with a walk-through of the config screens and global settings, do's & don'ts, general recommendations, and some recommended settings & configuration. Finally, an overview presentation of more recent ServiceNow plug-ins and related concepts.

What kind of scope and content are you looking for, and what's the context?

cheers  /Tommy

[mikeo_leary]

Hi Tommy,

I want to be educated on SLM Best Practices, as well as, a walk-through of the config screens. ServiceNow does a great job of posting customer success content but I haven't seen anything around SLA Management. 

Would you be willing to share any of your content either via forum or email?

Mike

[Tommy SN Sahlin]

Hi Mike,

I'd be happy to 🙂 however first I'll need to check back through my company to get their take on policies etc. Also, I'll need to translate my material from Swedish to English (which is no big deal, was planning to do that anyway) and lastly, I'd like to first run my initial workshops, which is next Friday... hope you're not in an immediate hurry!

If you have any specific question or areas for right now, please post them!

cheers  /Tommy

[mikeo_leary]

Thanks Tommy! I look forward to seeing what you can provide.