The Service Level Management Practice in ITIL4: Keeping It Green

with Roy Atkinson , Liz Beavers , Donna Knapp
Tuesday, Jun 16, 2020


Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been more challenging, yet it’s one of the most important decisions we must make.

The newly revised practice of service level management in ITIL 4 helps support centers and customers alike. Yet, according to HDI research, while three-quarters of organizations plan to or have adopted ITIL, only 41% have implemented service level management. This is an enormous missed opportunity to deliver quantifiable value to the businesses we serve!

This webinar examines how effective service level management can help your team to set customer expectations, measure what matters, and quantify the value your support center brings to the business.

  • Understand improvements made to the service level management practice in ITIL 4
  • Collaborate effectively with customers and sponsors to establish business-based service targets
  • Avoid the "watermelon effect" by managing service from the inside-out, ensuring that service level agreements reinforce desired business outcomes
  • Determine which metrics matter for your support center, and learn how to monitor and improve service delivery continuously  

View the Webcast Recording

The Service Level Management Practice in ITIL4: Keeping It Green

About Our Speaker(s)

Roy Atkinson
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson
Liz Beavers
Senior Solution Engineer
Liz Beavers, ITIL® 4, is a seasoned IT service management professional who serves as the technical point of contact for SolarWinds Service Desk customers, previously working with marketing and financial technology groups. Her ITSM and ITIL focus supports customers of differing sizes and verticals throughout their implementation, ongoing support, and education once they join as SolarWinds Service Desk partners. She thrives in speaking with prospective and existing customers on how SolarWinds Service Desk can improve their service management strategy, not just within IT but across their organization.
Curriculum Development Manager
Donna Knapp has over twenty five years experience in the IT industry working as a practitioner, consultant and trainer. She is a currently working with ITSM Academy as Curriculum Development Manager. Donna holds the ITIL® Expert certification and is a member of the ITIL® International Examination Panel. She is a Certified Process Design Engineer (CPDE) ® and is also certified in ISO/IEC 20000 and Microsoft Operations Framework (MOF). Donna is the author of “The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management,” and is the author of two college textbooks, “A Guide to Service Desk Concepts, Third Edition,” and “A Guide to Customer Service Skills for Service Desk Professionals, Third Edition.”

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