Podcasts about service level agreements

Join us as we talk about an important part of optimizing your ITSM, properly setting up your Service Level Agreements in Jira Service Management. Learn the ins and outs of good SLAs.We'll also talk about the latest news from Atlassian before TEAM 25!The Jira Life=====================================Having trouble keeping up with when we are live? Sign up for our Atlassian Community Group!https://ace.atlassian.com/the-jira-life/Or Follow us on LinkedIn!  / the-jira-life  Become a member on YouTube to get access to perks:https://www.youtube.com/@thejiralife/...Hosts:Alex "Dr. Jira" OrtizRodney "The Jira Guy" NissenSarah Wright"King Bob" Robert WenLina Ortiz   / alexortiz89     / @apetechtechtutorials     / rgnissen  https://thejiraguy.comSidekick:   / satwright  Producer:   / robert-wen-csm-spc6-a552051  Executive Producer: Music provided by Monstercat:=====================================Intro: Nitro Fun - Cheat Codes   / monstercat  Outro: Fractal - Atrium   / monstercatinstinct  

Jeder Marktplatz hat seine eigenen SLAs, also seine Service Level Agreements, und diese Vorgaben einzuhalten, ist manchmal eine gigantische Herausforderung - vor allem bei der Marktplatz-Logistik. Da müssen Versandzeiten eingehalten werden oder Fristen, innerhalb derer Retouren bearbeitet werden müssen. Gelingt dies nicht, rutscht das Angebot schnell im Ranking nach hinten und der Händler oder die Marke verliert ihre Sichtbarkeit, weiß Ute Weickel-Oudot. Sie ist Sales-Managerin beim Fulfillment- und Logistikanbieter bestSolutions und Gast in dieser Podcast-Folge. Und sie hat Andreas Kuffner mitgebracht, der beim Full-Service-Anbieter Gute Marken Online für das Business Development zuständig ist. Gemeinsam mit Valerie und Ingrid sprechen sie über die Wichtigkeit belastbarer Prognosen und den regelmäßigen Austausch zwischen Kunde und Dienstleister. Sie tauchen ein in die Tiefen der internationalen Marktplatzlogistik und unterschiedliche Retouren-Kulturen und in die Herausforderungen der Logistik im Weihnachtsgeschäft. Newsflash: -        Amazon ist angeblich still und leise mit dem Bau ein stationäres Supercenters beschäftigt – allerdings weiß bisher niemand, wo es entsteht. -        Backmarket hat zum Zehnjährigen Business-Zahlen vorgelegt, unter anderem, dass 1.800 Einzelhändler und 15 Millionen Kunden den Marktplatz für Refurbished-Ware nutzen. -        Amazon ändert ab dem 15. Januar 2025 seine Regeln für die FBA-Erstattung auf den europäischen Märkten.   Hinweis des Sponsors Storfund: Flüssiges Kapital ist ein Riesenthema im E-Commerce: Bei Zahlungsfristen von 14 bis 60 Tagen warten Händler oft wochenlang auf ihr Geld - das dann fehlt, um neue Ware zu bestellen und weiter zu wachsen. Dieses Problem will Storfund lösen: Das Unternehmen zahlt den Händler die Summe, die sie mit Verkäufen schon verdient, aber noch nicht auf dem Konto haben, sofort aus. Der Händler zahlt dafür eine Fixgebühr an Storfund und ist direkt wieder liquide. Storfund ist ein britisches Unternehmen, das 2018 in London gegründet wurde, mittlerweile aber auch in den USA und Zentraleuropa aktiv ist. Mit seinen Services richtet sich das Unternehmen speziell an Marktplatz-Händler - Storfund hat Integrationen zu 35 Marktplätzen eingerichtet, darunter auch Amazon, Kaufland und Otto. Mehr dazu unter https://storfund.com/de/ oder in 14 Tagen in Folge 86 von „Let's talk Marketplace“. Da ist Storfund zu Gast, gemeinsam mit einem Händler, der den Finanzservice bereits nutzt. Chapters: 00:35 Einführung und Vorstellung der Gäste 12:32 Newsflash 19:55 Marktplatz Logistik bei Gute Marken Online 25:37 Einführung in die Logistik von Best Solutions 27:09 Herausforderungen der Retouren im Mode-E-Commerce 34:07 Planung und Forecasting in der Peak Season 39:42 Internationale Logistik und ihre Herausforderungen

We are in the era of dynamic computing – and while that gives way to innovation, it also escalates the risks every business faces. Computing no longer occurs solely within the perimeter, and cybersecurity threats are increasingly more sophisticated. In fact, organizations today operate in a climate where entire systems can be taken offline in just a few short hours – and leaders need to be prepared for recovery from an interruption to the networks, systems, or data that underpin their business. With the advent and proliferation of new technologies, there is more pressure than ever to secure organizations' computing. Ultimately, the evolution of computing has forced businesses into a paradox of innovation and risk. They must balance technology with security and business resilience, which requires a new way of thinking.Conduct a thorough assessment of risk areas to understand the barriers across your IT estate.Assess your organization's dynamic computing initiatives and design security measures from the outset of implementation to ensure compliance and mitigate future risks.Allocate resources strategically to align cybersecurity initiatives with business objectives across silos.Forge partnerships with external collaborators to augment your organization's security expertise.Regularly adapt your approach to meet the demands of an evolving computing landscape and expanding attack surface.Learn more about LevelBlue: https://itspm.ag/attcybersecurity-3jdk3Note: This story contains promotional content. Learn more.Guest: Theresa Lanowitz, Chief Evangelist of AT&T Cybersecurity / LevelBlue [@LevelBlueCyber]On LinkedIn | https://www.linkedin.com/in/theresalanowitz/ResourcesLearn more and catch more stories from LevelBlue: https://www.itspmagazine.com/directory/levelblueView all of our RSA Conference Coverage: https://www.itspmagazine.com/rsa-conference-usa-2024-rsac-san-francisco-usa-cybersecurity-event-infosec-conference-coverageLearn more about 7 Minutes on ITSPmagazine Short Brand Story Podcasts: https://www.itspmagazine.com/purchase-programsNewsletter Archive: https://www.linkedin.com/newsletters/tune-into-the-latest-podcasts-7109347022809309184/Business Newsletter Signup: https://www.itspmagazine.com/itspmagazine-business-updates-sign-upAre you interested in telling your story?https://www.itspmagazine.com/telling-your-story

We are in the era of dynamic computing – and while that gives way to innovation, it also escalates the risks every business faces. Computing no longer occurs solely within the perimeter, and cybersecurity threats are increasingly more sophisticated. In fact, organizations today operate in a climate where entire systems can be taken offline in just a few short hours – and leaders need to be prepared for recovery from an interruption to the networks, systems, or data that underpin their business. With the advent and proliferation of new technologies, there is more pressure than ever to secure organizations' computing. Ultimately, the evolution of computing has forced businesses into a paradox of innovation and risk. They must balance technology with security and business resilience, which requires a new way of thinking.Conduct a thorough assessment of risk areas to understand the barriers across your IT estate.Assess your organization's dynamic computing initiatives and design security measures from the outset of implementation to ensure compliance and mitigate future risks.Allocate resources strategically to align cybersecurity initiatives with business objectives across silos.Forge partnerships with external collaborators to augment your organization's security expertise.Regularly adapt your approach to meet the demands of an evolving computing landscape and expanding attack surface.Learn more about LevelBlue: https://itspm.ag/attcybersecurity-3jdk3Note: This story contains promotional content. Learn more.Guest: Theresa Lanowitz, Chief Evangelist of AT&T Cybersecurity / LevelBlue [@LevelBlueCyber]On LinkedIn | https://www.linkedin.com/in/theresalanowitz/ResourcesLearn more and catch more stories from LevelBlue: https://www.itspmagazine.com/directory/levelblueView all of our RSA Conference Coverage: https://www.itspmagazine.com/rsa-conference-usa-2024-rsac-san-francisco-usa-cybersecurity-event-infosec-conference-coverageLearn more about 7 Minutes on ITSPmagazine Short Brand Story Podcasts: https://www.itspmagazine.com/purchase-programsNewsletter Archive: https://www.linkedin.com/newsletters/tune-into-the-latest-podcasts-7109347022809309184/Business Newsletter Signup: https://www.itspmagazine.com/itspmagazine-business-updates-sign-upAre you interested in telling your story?https://www.itspmagazine.com/telling-your-story

In cloud computing, Cloud Service Level Agreements are the foundation of trust. For both customers and cloud service providers, they offer assurance, responsibility, and risk minimization. Understanding and negotiating useful SLAs becomes increasingly important as organizations adopt cloud technologies to embark on a pleasant and productive cloud journey. Cloud SLAs are contracts that support the dependability, performance, and security of the cloud services on which modern organizations rely. They are more than just legal documents. What are Cloud Service Level Agreements? A Cloud Service Level Agreement (CSL) is a binding contract between a cloud service provider (CSP) and its clients. It primarily explains the terms and conditions under which cloud services will be provided and the level of service that clients can expect. These contracts establish a groundwork for the relationship between the service provider and the client, promoting transparency and mutual comprehension. View More: What are Cloud Service Level Agreements?

Luigi Ferri takes the mic to talk about Service Level Agreements in this Service Management Leadership Podcast episode. Here is Luigi's LinkedIn profile: https://it.linkedin.com/in/theitsmpractice Each week, Jeffrey will either be sharing his knowledge or interviewing guests from the technology, Service Management, or Business Continuity leadership communities.  Stay tuned as tomorrow's show is one you will not want to miss. Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,400 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page. Branding by Balaji - Follow him at @bwithbranding on Instagram #ITSM #ITIL #AssetManagement #ServiceManagement #IT #BusinessContinuity #Transformation

In this week's interview Dan and Sam are joined by Alluvial co-founder and CEO, Mara Schmiedt. They explore Alluvial's role in Liquid Collective's innovative offerings in the staking market. They dive into the trends of staking in crypto markets and the overall growth of liquid staking. Mara provides insights on the introduction of service level agreements (SLAs) in liquid staking, contributing to superior staking performance. We touch upon the and much more in the world of decentralized finance. Additionally, we delve into the target customer segment, significance of KYC in the minting process, and the future of liquid staking. For all this and more stay tuned! - - Follow Mara: https://twitter.com/MaraSchmiedt Follow Sam: https://twitter.com/swmartin19 Follow Dan: https://twitter.com/smyyguy Follow Blockworks Research: https://twitter.com/blockworksres Subscribe on YouTube: https://bit.ly/3foDS38 Subscribe on Apple: https://apple.co/3SNhUEt Subscribe on Spotify: https://spoti.fi/3NlP1hA Get top market insights and the latest in crypto news. Subscribe to Blockworks Daily Newsletter: https://blockworks.co/newsletter/ - - Join us at DAS (Digital Asset Summit) in London this March! DAS is the #1 institutional conference in crypto, hosted by Blockworks. Use the link below to learn more, and use 0X20 to get 20% off your ticket! Sign up now because the price goes up every month. See you there! Learn more + get your ticket here: https://blockworks.co/event/digital-asset-summit-2024-london/home - - Timestamps 01:03 Introduction 01:19 The Liquid Staking Collective 12:07 Service Level Agreements 20:01 Ensuring Performance of Selected Set 28:30 KYC Methodology & Integrators 33:01 Target User 43:31 Fee Structure 51:23 Expansion and Balancing Competitors - - Resources Alluvial https://twitter.com/alluvialfinance Liquid Staking collective https://twitter.com/liquid_col - - Check out Blockworks Research today! Research, data, governance, tokenomics, and models – now, all in one place Blockworks Research: https://www.blockworksresearch.com/ Free Daily Newsletter: https://blockworks.co/newsletter - - Disclaimer: Nothing said on 0xResearch is a recommendation to buy or sell securities or tokens. This podcast is for informational purposes only, and any views expressed by anyone on the show are solely our opinions, not financial advice. Dan, Sam, and our guests may hold positions in the companies, funds, or projects discussed.

In this week's interview Dan and Sam are joined by Alluvial co-founder and CEO, Mara Schmiedt. They explore Alluvial's role in Liquid Collective's innovative offerings in the staking market. They dive into the trends of staking in crypto markets and the overall growth of liquid staking. Mara provides insights on the introduction of service level agreements (SLAs) in liquid staking, contributing to superior staking performance. We touch upon the and much more in the world of decentralized finance. Additionally, we delve into the target customer segment, significance of KYC in the minting process, and the future of liquid staking. For all this and more stay tuned! - - Follow Mara: https://twitter.com/MaraSchmiedt Follow Sam: https://twitter.com/swmartin19 Follow Dan: https://twitter.com/smyyguy Follow Blockworks Research: https://twitter.com/blockworksres Subscribe on YouTube: https://bit.ly/3foDS38 Subscribe on Apple: https://apple.co/3SNhUEt Subscribe on Spotify: https://spoti.fi/3NlP1hA Get top market insights and the latest in crypto news. Subscribe to Blockworks Daily Newsletter: https://blockworks.co/newsletter/ - - Join us at DAS (Digital Asset Summit) in London this March! DAS is the #1 institutional conference in crypto, hosted by Blockworks.  Use the link below to learn more, and use 0X20 to get 20% off your ticket! Sign up now because the price goes up every month.  See you there!  Learn more + get your ticket here: https://blockworks.co/event/digital-asset-summit-2024-london/home - - Timestamps (0:00) Introduction (1:44) The Liquid Staking Collective (12:25) Service Level Agreements  (20:15) Ensuring Performance of Selected Set  (28:40) KYC Methodology & Integrators (33:07) DAS London Ad (34:03) Target User (44:23) Fee Structure  (52:16) Expansion and Balancing Competitors - -  Resources Alluvial  https://twitter.com/alluvialfinance Liquid Staking collective  https://twitter.com/liquid_col - -  Check out Blockworks Research today! Research, data, governance, tokenomics, and models – now, all in one place  Blockworks Research: https://www.blockworksresearch.com/ Free Daily Newsletter: https://blockworks.co/newsletter - -  Disclaimer: Nothing said on 0xResearch is a recommendation to buy or sell securities or tokens. This podcast is for informational purposes only, and any views expressed by anyone on the show are solely our opinions, not financial advice. Dan, Sam, and our guests may hold positions in the companies, funds, or projects discussed.

The digital realm's new currency is data, yet its value is often as enigmatic as it is critical. Sanjeev Mohan, Principal of SanjMo and former Gartner analyst, decodes the complexities of data valuation, advocating for a product-oriented view that frames data's utility and impact within an organization. The prerequisites for defining a 'data product'—from maintaining stringent quality and availability standards via Service Level Agreements to managing its lifecycle for enduring relevance— bring into focus the role of the data product manager. This role is vital to ensuring continuous enhancement and overseeing the retirement of data products; a job that guarantees these products remain a driving force for organizational value.In the pursuit of measurable benefits, treating data with the rigor of product management emerges as a beacon for Chief Data Officers, offering concrete metrics through the creation and utilization rates of data products, and providing a clear gauge for the pace and quality of innovation in data work.Three reasons you should listen to this episode:1. Data Product Insights. Grasp the value of data work as Sanjeev Mohan breaks down the essence of data products and their role in shaping business strategies.2. Data Observability. Learn about the critical nature of data observability and quality, and why these factors are non-negotiable in the pursuit of high-caliber data standards.3. Industry Foresight. Gain perspective on the current and future trends of data analytics as seen through the lens of an industry veteran.ResourcesConnect with Sanjeev on LinkedInAnd for a deeper understanding of data products, check out Sanjeev's book, "Data Products for Dummies".Enjoyed this Episode?Be sure to follow us so you never miss an update. You can leave us a review on Apple or Spotify, and share it with your friends and colleagues to help others learn more about the importance of a data-first digital transformation approach.Have questions? You can connect with us on LinkedIn. For more updates, please visit our website.

What's the future of contact centers in shaping customer experience and brand loyalty? Companies are increasingly recognizing the critical role that contact centers play in shaping customer perceptions and driving brand loyalty. In this podcast episode, Stephanie Shaffer De Jesus, a seasoned customer experience practitioner, shares invaluable insights into the future of contact centers and the role that Experience Level Agreements play versus the Service Level Agreements that contact centers are generally managed by. By backing into contact center metrics - starting with the customer and the desired customer experience - the contact center can transform.  Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.

Last week we gave you an introduction to ISO 20000, the Service Management Standard. As a refresher, the aim of the standard is to provide a framework for an effective end-to-end service management system which encompasses the entire lifecycle of a service from concept and design, through to service removal and end-of-life. It's best adopted by businesses who provide a service, particularly those that operate a help / service desk system. For some this may still seem a bit nebulous, especially for those that may not be familiar with Service Management terminology. To help demystify this Standard, we've brought Steve back to take a deeper dive into what makes this Standard unique. Join Steve Mason and Mel in this weeks' episode as they explore Clauses 7 and 8 of ISO 20000 in more detail, and how certain aspects can apply to any business.    You'll learn ●      What is ISO 20000? ●      What is included in Clause 8 of ISO 20000? ●      How can ISO 20000 apply to any business?   Resources ●      isologyhub ●      ISO 20000   In this episode, we talk about: [00:43] What is ISO 20000? Go back and listen to our previous episode to learn what ISO 20000 is, a brief overview of the key clauses and the benefits of adopting the Service Management Standard.   [02:00]  A recap of the main requirements of the Standard: ·       4.0 Context of the Organisation ·       5.0 Leadership ·       6.0 Planning ·       7.0 Support of Service Management System ·       8.0 Operation of the Service Management System ·       9.0 Performance Evaluation ·       10.0 Improvement Clauses 7 and 8 are where the main differences lie between this Standard and others. It includes requirements for aspects such as: ·       Service Portfolio ·       Relationship Agreements ·       Supply and Demand ·       Service Design and Transition ·       Resolution and Fulfilment [03:15] Similarities with other ISO Standards – Ultimately, this standard in terms of the structure, it looks like any other ISO standard, i.e. we've got context of the organisation, leadership, Planning, performance Evaluation and improvement. These will be familiar if you've worked with ISO 9001, ISO 14001 or ISO 27001.  [04:05] Clause 7 –  Support of Service Management System: This is where we're really looking at the competency awareness communications and documented information required by the standard. In 7.5 there is a really useful list of all the documented information that's required in the management system – one that we wish was included in every ISO Standard! That required documented information doesn't have to be in writing, it could be on computer or established system. Another key aspect of Clause 7 is Knowledge – this is about ensuring all knowledge is documented and sharable and not just stuck in people's heads. For Service Management, this may involve the creation of a customer portfolio where you can record any incidents that occur during a service call, and how you dealt with it ect. Competence is also another major component – Make sure people are competent to do their job, i.e. they've been trained to do things properly and effectively. [06:40] Different ways of knowledge sharing – Knowledge sharing doesn't just have to be written down – it could be done via a recorded video. We use Loom a lot at Blackmores to get things across quickly.   There are also a number of service desk tools available that can help you put together process flow diagrams to make things easier to understand. [08:15] Clause 8 – Operation of the Service Management System: Before you do any sort of service management, you need to plan it properly – otherwise, if you fail to plan, you'll plan to fail. First you need to understand what resources you have, what activities there are in the service management to deliver that service to the customer and ensure that they're coordinated. A top tip from Steve: Separate resources into five groups: people, technology, information, finance and service partners. [09:55] Planning your Service – Now you understand what you're trying to deliver, it's time to plan your service. First you want to take a look at the flow of the service through the organisation. Which departments does it go into? Is there good connection between departments? Can you ensure that a customer's order is going to stay the same through the whole process, you wouldn't want possibilities for miscommunication to occur. We'd recommend drawing up a flow diagram for this process – just so you can clearly see who is doing and communicating what at any stage. [11:20] Getting Operations in order – once you understand what the process is, you need to begin to control and involve the interested parties within the life cycle of your process. This isn't just the customer; this also includes confirming what services you're actually delivering – as you'll be looking to improve these services as time goes on. You also need to consider the whole service life cycle. This includes things like if a customer wants to move to a different service – how would you deal with that? Have you got a process in place to handle the return of customer assets if they disengage from your services? [12:30] Service Level Agreements: It's a good idea to establish Service Level Agreements and Delivery Level Agreements early on. This is so you typically know what you are going to be delivering to a customer and how quickly can you deliver it and ensure the whole process is sustainable as well. This will also clarify key accountabilities for everyone involved with delivering a specific service. Clearly defined services – Finally, it also provides a clearly defined service for Salespeople. This avoids the situation where they simply sell what they think sounds good but isn't backed up by any resources to actually deliver the service they sold. You need to have a clear strategy that sales can use and go out and sell – this may be referred to as a Service Catalogue. [15:18] A Service Catalogue in action -  In Blackmores case, our Service Catalogue is online on our website. We have all the ISO Standards we can assist with listed, in addition to a description of how we can help companies implement an applicable Management System. You don't have to have all your prices listed out at that stage, that can come later when you have a full view of the customer requirements and agreements are made. [18:20] Asset Management -  In 8.2 there is a consideration for Asset Management on your side. You should take care of any assets relating to the customer, where it's stored and how it's being looked after. Standards such as ISO 27001 (Information Security) and ISO 55001 (Asset Management) already have some considerations for this. [19:05] Configuration Management -  Configuration management is understanding how the parts of the service fit, so you don't disassociate them from each other. The Standard asks you to identify what's known as CIS, these are configuration items, and these are all the things that you need to deliver your service. We'll dig more into this aspect in future content – so keep an eye out! [20:40] A final top tip from Steve:  Collaboration and communication that involves leadership. If you just devolve it down to parties doing the work and just get them to work in silo, it will not work for you. It's a collaborative standard – both inside and outside of the business. [21:20] Resources available -  We've got a number of ISO 20000 related resources available on the islogyhub – contact us to learn more!   We'd love to hear your views and comments about the ISO Show, here's how: ●      Share the ISO Show on Twitter or Linkedin ●      Leave an honest review on iTunes or Soundcloud. Your ratings and reviews really help and we read each one. Subscribe to keep up-to-date with our latest episodes: Stitcher | Spotify | YouTube |iTunes | Soundcloud | Mailing List

Often seen as the poor cousin to ISO 9001, ISO 20000 Service Management largely gets ignored in favor of the more popular Quality Management Standard. To be fair, it's title may have done it a disservice in the past. Being known as the IT Service Management Standard prior to 2018, it was often perceived as only applicable to IT service providers, when in actuality it could be adopted by any business! So, what is ISO 20000 exactly? The aim of the standard is to provide a framework for an effective end-to-end service management system which encompasses the entire lifecycle of a service from concept and design, through to service removal and end-of-life. It's best adopted by businesses who provide a service, particularly those that operate a help / service desk system. In this weeks' episode, Steve Mason joins Mel to discuss what ISO 20000 is, who can use and benefit from the Standard and how it fits in with other more widely adopted ISO Standards. You'll learn ●      What is ISO 20000? ●      Who is ISO 20000 designed for? ●      What are the benefits of ISO 20000? ●      A brief overview of the Standard ●      How ISO 20000 integrates with other ISO Standards   Resources ●      isologyhub ●      ISO 20000   In this episode, we talk about: [00:50] Why are we talking about this Standard? We've had a lot of interest in a few of our informative videos available on YouTube over the past year, with ISO 20000 content constantly ranking in our top 5 most watched videos every month. [01:00]  ISO 20000-1 was previously known as the ‘IT Service Management Standard', but since it's most recent update in 2018, it's simply known as the ‘Service Management Standard' now. [03:10] Why is ISO 20000 one of Steve's favourite Standards? – It takes some of the aspects of quality a step further and actually gives you much clearer detail on how you can improve your management systems. So, if you've got a Service Management System in any way, shape or form, this is the standard to go. It's also one of the easiest standards to audit because there's some very simple questions to ask that can highlight some very obvious weaknesses. This can lead to significant improvement when compared to the likes of ISO 9001. [04:05] What Is ISO 20000? –  ISO20000-1:2018 is a Service Management standard which has evolved from the IT industry and the ITIL Framework for Service Management; but today it can be used in all types of Service Industries particularly where there is a need for a Help Desk / Service Desk system. Some may ask, isn't this what ISO 9001 can do? In short, no. ISO 9001 will give you a bare framework of how to create a Quality Management System, but it won't give you the fundamental details of how to improve that Service Management System, and that's where ISO 20000 comes in. [05:39] Who is ISO 20000 applicable to? – Any business that provides a service, but more specific examples include: IT Service provider, call centres, gas / electricity providers, retail ect. [07:15] A high level overview of ISO 20000 – This Standard follows the Standard structure that many other ISO Standards follow. The first 3 clauses are all informative, starting from clause 4 we have: ·       4.0 Context of the Organisation ·       5.0 Leadership ·       6.0 Planning ·       7.0 Support of Service Management System ·       8.0 Operation of the Service Management System ·       9.0 Performance Evaluation ·       10.0 Improvement Clause 8.0 is where ISO 20000 fills in the gaps for other Standards, as it covers topics such as: ·       Service Portfolio ·       Relationship and Agreement ·       Supply and Demand ·       Service Design, Build and Transition ·       Resolution ·       Service Assurance [08:20] Familiar to some – Those in Service Management may recognise some of those terms, but may not use that exact wording. For example ‘relationships and agreements' may be more commonly known as Service Level Agreements and Operating Level Agreements – which can be a business critical area for some. [10:45] What are the benefits of ISO 20000? -  Improve the planning and introduction of services: This standard would help you understand what it is you need to do to introduce that new service, go through the planning, testing through a proper change management system and launch through a release and deployment management system. SLA's and OLA's - Achieve Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) will be achieved consistently month on month. Reduce Stress - It will help to reduce employee stress as service request, incident and problem queues become manageable. Knowledge articles can be created to document incidents and solutions for future reference. Improved quality of service through continual improvement gained from Incidents and Problem fixes resulting in both time and financial savings. [12:30] ISO 20000 to the rescue -  Steve recounts an experience he had at a company that had an outstanding issue ticket queue of 800. With the introduction of elements of ISO 20000, they we able to reduce this ludicrous amount down to 30! [14:05] A top recommendation -  We'd highly recommend that you consider doing a Gap Analysis against ISO 20000. Even if you have no plans to implement it, you can still benefit from the findings. [14:40] Further resources -  You can purchase the Standard directly from the ISO website. We also have a number of short courses covering specific clauses in ISO 20000, available in the isologyhub. [15:55] How does ISO 20000 fit in with other ISO Standards?-  ISO20000-1:2018 has now been remodelled using the High Level Standard (HLS) framework so that clauses 4 to 7 and 9 to 10 can all be interconnected with only minor differences due to the nature of each standard. Essentially, if you already have ISO9001:2015 or ISO27001:2013 most of the framework for ISO20000-1:2018 will have already been done; all that would be required is to address the service aspects in those six clause before tackling the main work in clause 8. [18:20] Business Continuity -  ISO 20000 specifies a section on ‘service continuity management' which can neatly slot in with ISO 22301 – the Standard for Business Continuity. While ISO 22301 focuses on the bigger picture, the ISO 20000 element focuses on how a service can continue for a customer during an incident or accident occurring. We'd love to hear your views and comments about the ISO Show, here's how: ●      Share the ISO Show on Twitter or Linkedin ●      Leave an honest review on iTunes or Soundcloud. Your ratings and reviews really help and we read each one. Subscribe to keep up-to-date with our latest episodes: Stitcher | Spotify | YouTube |iTunes | Soundcloud | Mailing List

Today we welcome Vanessa Vaughn Mathews, the founder and chief resilience officer of Asfalis, a prominent business resilience advisory firm. Vanessa shares her experience surviving a "perfect storm" and how it propelled her into the field of crisis management. She works with Fortune 500 and mid-size organizations across the country, helping them navigate through crises and develop strategic responses. With her unique perspective and expertise, Vanessa is the perfect guest to shed light on the crucial topic of communicating through crisis. You do not want to miss this episode on how to effectively handle challenging times. Timestamps: (00:00:06) Introduction Vanessa Vaughn Mathews, a crisis management expert. (00:06:06) Vanessa shares her journey into the field of crisis management, which began with her personal experience surviving a tornado.(00:08:05) Business resilience is the ability of an organization to recover quickly from disruptions.(00:14:29) The importance of taking a pause and responding strategically in times of crisis.(00:15:52) The transportation crisis in Charlotte serves as an example of how a crisis can impact businesses and individuals.(00:21:59) The power of sharing and motivating others to make positive changes. (00:26:49) Personality plays a significant role in the effectiveness of crisis management teams.(00:32:11) Great leaders possess the ability to listen and understand the needs of their businesses. (00:36:20) Trust, transparency, and effective communication are key in filling gaps and addressing fears and stress during a crisis.(00:40:30) Vanessa shares her experiences with racism in corporate America and highlights the importance of accountability.(00:46:48) The power of listening is emphasized, and it is noted that true qualifications extend beyond paper certifications.(00:52:41) Our perspectives can evolve when we actively listen and learn something new.Links and ResourcesVanessa Vaughn Mathews, MBA, CBCP | LinkedInHome - Asfalis AdvisorsPodcast: Decoded - Asfalis AdvisorsSponsor LinksHumintell: Body Language - Reading People - HumintellEnter Code INQUASIVE25 for 25% discount on your online training purchase.Emotional Intelligence Magazine: HOME | Emotional Intelligence Magazine + (ei-magazine.com)International Association of Interviewers: Home (certifiedinterviewer.com) Podcast Production Services by EveryWord Media

In this episode of The Roadmap, our technology lawyers Rob Powell and Vik Khurana discuss how to approach service levels, something crucially important but often overlooked in technology contracts.This episode is aimed at those who would like to know:As a customer, what service commitments are you actually receiving? How practical are service legal agreements (SLAs) in reality? Will they ever be triggered and do they offer a worthwhile remedy? What are the key issues to look out for from a legal perspective when reviewing SLAs?Thanks for listening! If you have any feedback, questions or comments, please email us at theroadmap@bristows.com Find all the episodes as we release them here, and don't forget to subscribe! Follow us on Twitter and LinkedIn using #TheRoadmapPod

We have big plans coming soon to relaunch Property Management Brainstorm, with a renewed definition and a sense of purpose. Keep an eye out for that update in the form of a new podcast post. In the meantime, we are producing some reruns of the best podcast episodes, called PMB Classic Rewind.Service Level Agreements (SLAs) can be used effectively within property management companies to maintain the standard of customer satisfaction for tenants, property owners, and service providers. Bob Preston discusses this topic with Ethan Lieber, CEO of Latchel.Connect with Bob Prestonhttps://www.propertymanagementbrainstorm.com/This episode is always available for listening, sharing, or download at Property Management Brainstorm. Subscribe to Property Management Brainstorm on Apple Podcasts, Google Podcasts, Stitcher, Spotify, TuneIn, iHeart Radio and YouTube.

Niemand will SLAs! Zumindest nicht, solange alles läuft, wie erwartet. Aber dann muss ein SLA her, der genau alles festschreibt. Achtung Falle! SLAs sind nur dann ein gutes Steuerungsinstrument, wenn Du jenseits der üblichen Theorie genügend Gehirnschmalz investiert. Dann können alle Seiten davon profitieren.

All companies have a legal obligation to comply with existing legislation – it's the law! Failure to comply to legal requirements can be costly in terms of fines and reputational damage if an incident occurs. So, it's in your best interest to ensure you can identify all applicable compliance requirements.   Most ISO's specify a requirement to identify legal compliance requirements, and in our experience, the most effective way to do so is through the creation of a Legal Register. Mel is joined by Sarah Ball, A QHSE Consultant here at Blackmores, to discuss how you can create your own Legal Register and keep up-to-date with changes in legislation. You'll learn The importance of Legal Compliance How to identify what legislation is applicable to you What is a Legal Register? How can you create a legal Register? How can you keep up with changes in Legislation?   Resources isologyhub gov Productivity Ninja   In this episode, we talk about: [01:06] Why do you need to comply with Legislation – quite simply, it is the law! It can be very costly for you in both a financial and reputational respect. [01:25] There is a requirement for identifying legal compliance requirements in most ISO's i.e. ISO 45001 (Health and Safety) and ISO 14001 (Environmental)   [02:33] A Legal Register is not a requirement of any ISO – but we find it is the most effective way of documenting and keeping track of changes in applicable legislation. [03:05] Why is it so important to manage legal compliance? Besides the financial and reputational cost of not complying with the law – it's a way to protect your business. The law is there for a reason and it is often times to protect individuals or communities. [04:35] You will need to take a proactive approach to find out what legislation is applicable to you. [05:40] How can you identify your legal obligations? Firstly, do some basic research, start by visiting reputable industry authorities as they will likely have some guidance available i.e. The HSE Website or the Legislation.gov website. There are also subscription services available that give you an overview of what may be applicable to you and notify you of any updates. Finally, you can look to a specialist consultancy to help you.   [09:05] We do have a module on Legal Compliance available in the isologyhub!   [10:05] Why is it important to have a legal register? You will have to keep track of a lot of legislation! By documenting it, you have full visibility and can identify any gaps. You can also assign accountability against each piece of legislation, so the responsibility can be shared and managed. [11:40] Your brain is for thinking and processing, not remembering. By documenting information, you create a ‘second brain' to free up your brain for more important tasks – We recommend checking out the ‘Productivity Ninja' series of books for more helpful organisation and prioritisation tips!   [12:28] What does a Legal Register look like? It's typically a table of information – we use spreadsheets but any format is fine. Key columns we use identify the name of the legislation or contractual obligation, a link to the legislation, the requirements and purpose (what does this legislation mean to you?), A link to any further guidance and description of what good looks like to you i.e an example of evidence of compliance. You could include a column for accountability. [16:00] How do you create a Legal Register? First, set up your table, next go out and find your applicable legislation, confirm and document your requirements in regard to the legislation, then assign accountability within the organisation. You may want to consult stakeholders to complete the obligations and figure out what good looks like. It is also good practice to do a legal compliance audit to ensure you are meeting obligations and identify any gaps. [17:50] You can document other requirements in the Legal Register – this can include Service Level Agreements or even any ISO standards you're certified to. It is advised to add any contractual requirements with customers or possibly landlords or suppliers. If you are a trade body that has a code of conduct, we recommend you include that too. [21:00] Sarah's top tip: When creating new processes or updating existing ones, it's always good to look back at the Legal Register and check that any changes you're making aren't going to affect anything in terms of compliance.   We'd love to hear your views and comments about the ISO Show, here's how: Share the ISO Show on Twitter or Linkedin Leave an honest review on iTunes or Soundcloud. Your ratings and reviews really help and we read each one. Subscribe to keep up-to-date with our latest episodes: Stitcher | Spotify | YouTube |iTunes | Soundcloud | Mailing List

This year's Mediatech Hub Conference is (also) about green streaming. Dom Robinson, director and co-founder of Greening of Streaming, an interest . This year's Mediatech Hub Conference is (also) about green streaming. Dom Robinson, director and co-founder of Greening of Streaming, an interest group that brings players from the industry together, will be the speaker. We wanted to know from him: Can streaming be (more) environmentally friendly? INTERVIEW Boris Messing CCB Magazine:Streaming is the new television, and streaming services consume a lot of energy. How can the carbon footprint of a streaming service be calculated? Dom Robinson:A very good question. The industry itself is currently focusing on this, but as a whole there is little to no consensus yet. Early claims in this space have almost entirely come from onlookers, analysts and academics and been extrapolated from ‘lab tests' on various components or used ‘data attribution' models but with little real understanding or insight into how services are actually deployed and operated in real world Content Delivery Network and streaming infrastructures. So, any figures making estimates from outside the industry at the moment are not taken seriously by the industry itself. CCB Magazine:According to a study by the French think tank Shift Project, the Co2 equivalent of video streaming in 2018 was more than 300 million tons. A third of this, according to the study, was due to on-demand services such as Amazon Prime and Netflix. Is this a credible figure? Dom Robinson:The shift report was widely discredited since it not only used ‘data attribution' models but they had a calculation out between bits and bytes making their results out by a factor of 8. This was corrected by George Kamiya of the International Energy Agency and many others have supported that. Shift themselves corrected this and brought their estimates down considerably. Only the industry has the touch points with the infrastructure to really evaluate such things, and the industry itself is still in the throes of working out how to measure such things. The one figure we tend to accept is that about 3% of world energy is being used by Information and Communication Technology, and with Cisco and others estimating that 70-80% of all network traffic is now video streaming. We at Greening of Streaming talk about streaming ‘probably' requiring between 1% and 2% of World Energy. The one figure we tend to accept is that about 3% of world energy is being used by Information and Communication Technology, and with Cisco and others estimating that 70-80% of all network traffic is now video streaming CCB Magazine:What are the most promising measures and ideas to make streaming less CO2-intensive? Dom Robinson:Even if the entire Information and Communication Technology industry moved to renewable energy we, as engineers, seek to be better energy citizens so our infrastructures do not consume ‘all' the renewables, leaving energy available for other critical uses such as heating and refrigeration. That said we have key focus working groups investigating a move of thinking from ‘bandwidth' to ‘infrastructure availability' – the latter is actually what is consuming the energy. Energy is not (despite most thinking) relating to usage of infrastructure; it is actually being consumed in the provisioning and making available of infrastructure. In simple terms ‘everything is provisioned for peak all the time' – so this means that Service Level Agreements along the supply chains are hugely impacting and are the immediately low hanging fruit for making significant change. CCB Magazine:Who plays the most important role in reducing emissions from streaming: users or providers? Dom Robinson:Absolutely 100% the providers. We have a range of surveys we completed with the public and announced in our UK Parliament event this summer, that highlight that while there is increasing awareness in the consumer, they are almost entirely unable to do a...

01:40 Setting expectations for the first 6 months of S&OP03:30 Perceptions vs vs reality when you start S&OP - losing flexibility 08:16 The S&OP combo strategy10:47 Segmentation in S&OP17:45 Service Level Agreements in S&OP21:46 Tracking and reporting23:44 Most important step when starting S&OP25:54: Get executive buy in and find he quick winsIBF Conferences are back! Join us for IBF's Business Forecasting, Planning & S&OP Best Practices Conference in Orlando from October 19-22, 2021. Click here for more info: https://ibf.org/events/orlando2021

Join the Persuasion Lab! www.thepersuasionlab.comGot questions about the lab? Let us know at martin@negotiationstrategist.com. The host and our guests anonymize case studies, stories, and examples. Any resemblance to real persons and similar circumstances is coincidental. Nothing in this podcast should be relied upon as legal, financial, psychological, or medical advice. As such you should not rely solely on the information in this podcast. Please consult the relevant licensed professional in your jurisdiction to get information before you change your position in reliance on any information presented.

In episode 83, I had a long chat with Trevor Ewen about how he provides software service to non-technical clients. If you've not listened to it, it was an excellent interview full of wonderful insights. So much so that I want to pull a number of topics from that podcast and look at them in more depth. In this episode, I want to look at the SLA ----- Find this episodes show notes at: https://red-folder.com/podcasts/84 Have an idea for an episode topic, or want to see what is coming up: https://red-folder.com/podcasts/roadmap

A service level agreement (SLA) is a contract between a service provider and the end-user that defines the level of service expected from the service provider. It is essential that you understand the service level agreement of each supplier you work with so you know what kind of timelines to expect when working with them.Time to answer a quick 4-question survey? Click to answer; thank you!https://docs.google.com/forms/d/1pfdA_6_7YzUnyolusOJy0lJeU0gNm07HIOMFyM2YCT4/editIf you like the Podcast please do three simple things for me: rate, subscribe, and write a review. Thank you!Amazon Associate ID is thedoctorofdi-20

In this episode, Sami and Pasi dig deeper into the topic of Experience Level Agreements, discussing how companies need to go further than creating agreements for measuring experience, which has previously restricted its predecessor - Service Level Agreements. The guys also bring to light Experience Management - an overall approach to focus on building and maintaining positive experiences. ----------------------------------------------- Topics Covered in this episode: Why experience is more than just an agreement Experience Management - the way of working that focuses on experience Plus, Read our The Practical Guide to XLAs. ------------------------------------------------- About HappySignals HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. ------------------------------------------------ Keep in contact Facebook: https://www.facebook.com/HappySignalsLtd LinkedIn: https://www.linkedin.com/company/happysignals/ Twitter: @HappySignalsLtd

Aryaka WAN platform delivered as-a-service, company is setting award winning growth Recently, Aryaka, a leader in managed SD-WAN was named to Inc. Magazine’s Annual List of Fastest Growing Private Companies. The award put the spotlight on the $2.00B SD-WAN market which is expected to reach $4.6B in the next 26 months, by the end of 2023. In this podcast, Aryaka’s Chief Product Officer, Shashi Kiran discusses his company’s ongoing success in this market along with a larger overview of today’s WAN, with a focus on cloud provided services. “The hybrid workplace environments are really the order of the day,” Kiran says, noting that his customers are recognizing that the temporary move to remote in March and April, are now becoming permanent, at least for a block of users in each company. Kiran comments on the move to smaller corporate footprints, moving more demand to the edge, and the impact of these changes. We cover Secure access service edge, or SASE, cybersecurity, how security is intersecting with the network, and the future of MPLS in the enterprise. Kiran also looks at Service Level Agreements. Is throwing bandwidth at the WAN going to solve some of these issues? Hear what Kiran and Aryaka Networks thinks. Visit www.Aryaka.com

There is a constant battle for control between the sales and marketing departments. How do we combat these disproportionate power distributions and hold each other accountable? A Marketing Leader, 2020 Top 10 SaaS Branding Expert, Top 19 B2B Marketer To Follow, Sales World Top 50 Keynote Speaker, CRO at VanillaSoft, Darryl Praill, shares how marketing can level the power scales with their sales counterpart and bring alignment between the two.    Takeaways: Create a service-level agreement between sales and marketing on marketing qualified leads. This helps define sales' expectation of a lead to reduce disagreement later on. Service Level Agreements help to keep both marketing and sales accountable to their agreed upon responsibilities in the lead to revenue process. Lead definitions evolve because you are learning more as you sell more, especially in new markets. It is ok to update your service level agreements that define what a qualified lead is for your organization, in order to enforce accountability. When looking at new technology, look at it from two points of view: user adoption and what your long term integrated options are. Career advice: Look at how the rest of the organization works, how you influence them, and how they influence you.   Links: LinkedIn: https://www.linkedin.com/in/darrylpraill/ Twitter: https://twitter.com/ohpinion8ted Personal Website: https://www.darrylpraill.com VanillaSoft: https://www.vanillasoft.com Past Episode: https://www.hardcorpsmarketing.com/e/chess-master-marketing-darryl-praill-hard-corps-marketing-show-78/   Ways to Tune In: iTunes - https://podcasts.apple.com/us/podcast/the-hard-corps-marketing-show/id1338838763 Spotify - https://open.spotify.com/show/1vVLpNI1LssMTiL6Kdsamn Stitcher - https://www.stitcher.com/podcast/the-hard-corps-marketing-show Google Play - https://play.google.com/music/m/Im7mytmu2wa2mekhoeixlja5hpe?t=The_Hard_Corps_Marketing_Show YouTube - Full video - https://youtu.be/dP3e1v5Hjck

Have you considered putting your backups on auto-pilot? Rebecca Fitzhugh, Director of Developer Relations at Rubrik, discusses the modules that leverage Puppet on Pulling the Strings. Learn how to automate your Service Level Agreements and a simple way to install Backup Connectors across a fleet of servers simultaneously. After listening to this episode and grabbing the module off of GitHub, your boss might consider giving you an extra vacation day. Be sure to stay until the end to learn about a recent Ransomware attack and how immutability gives you control to recover quickly.

What could you accomplish if you never had to take another maintenance call?Ethan Lieber is the CEO of Latchel, a real estate platform that helps property managers streamline their maintenance workflow. Today, Ethan joins Bob to explain how Latchel leverages the Amazon model of crafting measurable, transparent Service Level Agreements (SLAs) to ensure customer satisfaction and discuss the common themes across SLAs for tenants, property owners and service providers.Ethan walks us through the maintenance workflow in Latchel, describing how their system plugs into a property management company’s existing processes and what they do to notify a property management team in case of emergency. Listen in to understand what information is available through the Latchel online portal and find out how Ethan’s team can take maintenance operations off your plate—so you can focus on growth!Topics Covered[2:39] The Latchel origin story and how the service streamlines your maintenance workflow [6:55] How Latchel leverages the Amazon model of crafting measurable, transparent Service Level Agreements[10:19] The common themes among SLAs for tenants, property owners and vendors[12:34] What the maintenance workflow looks like in Latchel and how it changes based on an issue’s level of urgency[18:57] How Latchel plugs into a property management company’s existing processes[21:30] The real-time notification system Latchel uses to notify a property management team in case of emergency[22:48] The information available through the Latchel online portal + how property managers can prioritize vendors through the software[24:35] The three Latchel subscription levels[30:57] Ethan’s challenge around overcoming fear to 10X your current performanceConnect with EthanLatchelEmail ethan@latchel.com Ethan on LinkedInConnect with Bob North County Property GroupEmail info@ncpropertygroup.com ResourcesTranscript of this Episode 33California NARPMRent ManagerPropertywareAppFolio SponsorToday’s show is brought to you by Audible. Audible is offering our listeners a free audiobook with a 30-day trial membership. Browse the incredible selection of audio programs, download a title free and start listening: audibletrial.com/PropertyManagementBrainstormYou can do a lot with Square—accept credit cards, power your business with the free point-of-sale app, get real-time sales reports, and much more. Click here for no sign-up costs and your first $1,000 in credit card transactions are processed free!This episode is always available for listening, sharing, or download at Property Management Brainstorm. Subscribe to Property Management Brainstorm on Apple Podcasts, Google Play Podcasts, Stitcher, Spotify and YouTube.

Since its birth in 1994, Amazon has grown and found massive success. It has innovated, strategized, and won its way past the competition in the digital era, and the company's success is one that countless business leaders would love to emulate. If you are one of those leaders, you're in luck—-John Rossman returns to our show to talk about his newest book, Think Like Amazon: 50 1/2 Ideas to Become a Digital Leader. As some of you might already know, John is the managing partner of Rossman Partners. He's an expert in digital and e-commerce business. John launched and scaled the Amazon Marketplace business, which now accounts for 50% of Amazon's business. In this episode, John talks about lessons from Amazon on how to become a digital leader. He goes into detail on a number of those ideas, giving us a neat preview of his book. Make sure to read the highlights to see the ideas he discussed. Then, dive into the episode to get all the fine details of his thoughts. Resetting Your Clocks (2:34) Innovation into digital requires patience, and businesses will have to “reset their clock.” Resetting the clock means looking beyond just three years for your business, and sticking with plans for five to eight years ahead instead. Amazon's patience can be seen in the kind of business cases they approve: those that have a five- to eight-year time horizon. Going digital needs both speed and agility. Speed refers to operational excellence. Agility is the ability to sense and make changes happen. Data and intuition come hand in hand. Data helps in achieving operational excellence, while intuition directs the innovation. Converting Employees Into Missionaries (7:07) Missionaries make better products because they care deeply about the products. Not everyone enters the business with the same passion as missionaries. Use the passionate people in the business to spread the passion. Use what motivates people to fit them into their role in the organization. Keep the mission on top of everyone's minds. An example is Amazon's customer obsession—every discussion or meeting starts with why the topic is vital for the customer. Enterprise Remuneration (13:18) John starts by saying that he's not necessarily advocating Amazon's mode of compensation to everyone. Enterprise remuneration comes in the form of purely salary compensation with enterprise value compensation, which comes in stocks.  Use compensation as a tool to enforce the idea that the organization is all about enterprise optimization. Some forms of compensation focus on short-term optimization of the organization's components: team members, individuals, organizations, etc. Short-term optimization gets in the way of long-term enterprise optimization. Your organization's compensation strategy should be in line with your company's strategy—including timing. Day One and Day Two Companies (16:08) A Day One company is set to create the future. A Day Two company only reacts to what the future could hold. Businesses who want to be innovative will have to learn how to become a Day One company. Companies have to realize that they are at risk when they are becoming stagnant. Owning Dependencies (19:33) Getting along shouldn't get in the way of achieving great results. Shaping the feature requires people to be willing to lean into topics and chew through them and hold each other accountable. One good way to hold each other accountable is to set Service Level Agreements, where everyone could be made to answer to their commitments. John's new book is available on Amazon, Kindle, and Barnes and Noble. You could reach him anytime through the Rossman Partners website and LinkedIn. For more podcast episodes and other resources, visit my website John Murphy International. Thank you for listening!

Service Level Agreements don't get the juices flowing. But get them right, and you'll sleep easy at night. Get them wrong, and you could lose your business. This podcast explains why. Please download our free report: Three Critical Mistakes That Many IT Companies Make In Their Service Level Agreements That Cost Them Time, Customers And Money. Visit our website: Technical Terms --- Send in a voice message: https://anchor.fm/technical-terms/message

The FMCT team deep dives into best practices for setting and tracking service level agreements (SLAs) with your service provider network. If you are interested in more information about this topic check out our eBook - 8 Ways to Better Manage Your Service Providers.

Mike Agugliaro talks about success and failure today and why you need to understand two crucial insights. Without them you will never feel successful and failure will always loom over the horizon. Key Lessons Learned: Success vs Failure A lot of people say that success is a mindset, but that’s not entirely accurate. It’s understanding what success looks like for you. There are many layers of success and sometimes we let happen is we let one thing that we look at as a failure consume our mind. It becomes our ultimate failure. There is confusion between success vs failure, specifically on what to do and what not to do. The fastest way to find success is to find someone to show you what to do, just like the wise masters of the past. How will know you have succeeded and will you be satisfied when you get there? For most people, the trouble is the goal posts keep moving. There is one cardinal rule that has to be steadfast. If you never have clarity on what success looks like for you, how can you ever feel any satisfaction in your life? Get completely clear on what success means. If your success target is too far or too large, it won’t drive you. You need defined criteria that is imminent for you to feel motivated. People tend to focus on their failures and they tend to overshadow all the small and big ways they’ve succeeded in the past. Winning small games helps you stay in the big game and hit the big targets. You can’t create alignment without hyper clarity on what success looks like for you and your business. Ask your employees what success looks like for them this week. People will drive themselves way more than you ever could. When your team starts leading themselves to success, that’s when you’re ultra successful. The leaders job is to lead only until everyone can lead themselves, that’s when they should step back. Failing Forward You have to rewire your perceptions. Instead of thinking of something that went wrong in your life being a failure, consider it a lesson that will get you closer to where you want to go. The success vs failure paradigm should be success or lesson learned. A real failure is something that doesn’t have a lesson behind it. Just because something can always be better, that doesn’t mean you didn’t achieve success. Don’t look at something as just a success or failure, always look for the lessons that you can carry forward into the next experience. Contracts keep people aligned, Service Level Agreements are about agreeing on what success and failure look like between companies. Links To Resources Mentioned Servicebusinessgrowth.com Thank you for listening! If you enjoyed this podcast, please subscribe and leave a 5-star rating and review in iTunes!

Peerless announces new heavy-duty projector mounts, using metrics to improve your work, and discussing how to use Service Level Agreements.

Kapitel 11: Qualitätsmanagement, Kundenzufriedenheit und Service-Level-Agreements by Paul Buffington, Swati Jain, Patrick Schuh

The Software Process and Measurement Cast 479 has three columns. The first column features a recent essay on the difference between a coach and a mentor in the form of a simple checklist. Which do you need? Check out the other three entries in this theme on the Software Process and Measurement Cast blog. Our second column features Steve Tendon who brings his Tame The Flow: Hyper-Productive Knowledge-Work Performance, The TameFlow Approach and Its Application to Scrum and Kanban to the cast (buy a copy here). Chapter 20 and 21 are extremely important to understanding and applying the TameFlow approach, therefore, we are spending time with the author to get to the heart of the concepts. Anchoring the cast is Jon M Quigley returning with his column, Alpha and Omega of Product Development. Jon and I discussed why employee engagement is more than an academic topic. Advertisement Thanks for all of your best wishes on the launch of Tom Cagley & Associates.  Our goal is to work with organizations and teams to unlock their inherent greatness. As experienced thought leaders, we have studied a wide range of organizations to uncover what makes them the best at what they do. By delivering training, guidance, and coaching we can help make the transformation of your organization and team a success - and prove it.  Lets talk! Email: tcagley@tomcagley.comPhone: 01 (440) 668-5717   Re-Read Saturday News This week we tackled Chapter 12 of Actionable Agile Metrics for Predictability: An Introduction by Daniel S. Vacanti. Chapter 12 is titled Service Level Agreements. Service Level Agreements (SLA) are an agreement to perform within certain limits based on past performance.  SLAs can be derived based on data visualization. Remember to buy your copy today and read along, and we will be back next week! Previous InstallmentsIntroduction and Game Plan Week 2: Flow, Flow Metrics, and Predictability Week 3: The Basics of Flow Metrics Week 4: An Introduction to Little’s Law Week 5: Introduction to CFDs Week 6: Workflow Metrics and CFDs Week 7: Flow Metrics and CFSs Week 8: Conservation of Flow, Part I Week 9: Conservation of Flow, Part II Week 10: Flow Debt Week 11: Introduction to Cycle Time Scatterplots Week 12: Cycle Time Histograms Week 13: Interpreting Cycle Time Scatterplots Week 14: Service Level Agreements Dead Tree Book https://www.amazon.com/gp/product/098643633X/ref=as_li_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=098643633X&linkCode=as2&tag=softprocandme-20&linkId=3488b22252fbe0c99b33ea226f9dcdf5 Kindle https://www.amazon.com/gp/product/B013ZQ5TUQ/ref=as_li_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=B013ZQ5TUQ&linkCode=as2&tag=softprocandme-20&linkId=f5bdfb462b1cb570344bba7dff6e3c37   Get your copy and begin reading (or re-reading)!   Upcoming Webinars February 2nd, 2018 - 11:00 a.m. - 12:00 p.m. (CST) Agile Leadership for Agile Transformation or Fail! The International Institute for Software Testing Organizational change will be difficult at best without proper leadership. There are four leadership concepts that can double the chances that your agile transformation will be effective and stay that way! Register   February 6, 2018 6:30 PM - 8:30 PM CST AGILE best practices for STARTUPS San Antonio Software Startup Meetup Codeup 600 Navarro St, 3rd Floor · San Antonio, TX If you are in the San Antonio area, please RSVP guys and this will help the organizers plan.  I will have opening remarks on business agility and then will focus on the questions and comments from the assembly! Next SPaMCASTSPaMCAST 480 will feature our interview with Paul Gibbons.  Paul and I had a wide-ranging discussion that began with his wonderful book The Science of Successful Organization Change, and led us to the broader conversation: that change is hard but it is even harder if we fall prey to magical thinking.  

In this episode, Scott Davis and Josh Davis discuss some of the "numbers" that define Cloud offerings. The discussion includes information about the language of Service Level Agreements related to uptime/downtime and remediation for when a Cloud provider such as Amazon Web Services (AWS) does not meet the SLA. Other points of discussion include the tiered classification system for datacenters and what the tier levels mean. Listen to learn more about what to look for in a true "Production-ready" Cloud environment.

In this episode we talk to Brandon Redlinger, Director of Growth at Engagio.

Die Grundlage meiner Methode kennenlernen -> Das Winning Team System: http://www.projekte-erfolgreich-leiten.com/ Es handelt sich hierbei um ein Organisationsprojekt. Ein großes Unternehmen wollte seine IT outsourcen. Dabei sollte der Prozess im Service auf Service Level Agreements umgestellt werden. Der verantwortliche Projektleiter hat mehrmals beobachtet, dass vier Bereichsleiter, von denen er dringend Information für sein Projekt benötigte immer wieder in Detaildiskussion verfielen. Dadurch stockte das Projekt. Abonnieren Sie meinen Podcast-Kanal und verpassen Sie keine neue Folge! Gleich hier rechts in der Spalte den Button "Follow" klicken. Copyright Music: http://audiojungle.net/user/pinkzebra

On Slash Cloud Podcast 6, we look at the question 'What does an SLA actually mean?' What can you infer from an SLA? How do SLA's impact your business? What do the datacenter tiers & the 'nines' actually mean?

Policy Refinement refers to the process of deriving concrete implementable policies from higher-level goals or Service Level Agreements. It has been presented often as one of the most desirable research objectives in policy-based management yet one of the most challenging to address. In recent years, several approaches that have made some headway towards addressing this goal have emerged. They include amongst others: goal elaboration and abductive reasoning, model checking, case-based reasoning, and model transformation based on models and ontologies. The aim of this panel is to confront these approaches and in the process a number of questions will undoubtedly arise: are any of these approaches viable? How can refined policies be analysed e.g., for conflicts? How much user intervention is required? When is each approach applicable? Can these approaches be combined? Chair: Jorge Lobo, IBM T.J. Watson, USA. Panelists: Emil Lupu, Imperial College London, Great Britain, Joan Serrat, Universitat Politecnica de Catalunya, Spain, Seraphin Calo, IBM T.J. Watson Research, USA, John Strassner, Motorola Research Labs, USA