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Курс от Coursera
courseraIT и технологии
IT Service Level Agreements & Objectives
Курс от CourseraО курсе
Learn how to define, measure, and improve service performance. You will establish KPIs and SLOs, design executive-ready performance reports, negotiate SLAs that reflect business needs and system capabilities, and analyze capacity and incident data to drive targeted improvements using Google Sheets and Slides. This course combines expertise from Google Cloud, Google, and Coursera. You will progress from defining SLIs/SLOs and KPIs to visualizing results for stakeholders and then to structuring and negotiating SLAs while using operational data to manage reliability and capacity. The curriculum balances practical reporting with service design fundamentals. Perfect for service managers, operations leads, and SRE/ITIL practitioners responsible for dependable IT services. You’ll produce measurable targets, clear reports, and actionable improvement plans.
Навыки, которые вы освоите
Contract NegotiationData-Driven Decision-MakingStakeholder CommunicationsSite Reliability EngineeringService LevelInformation Technology Infrastructure LibraryData VisualizationData StorytellingService DesignManagement ReportingKey Performance Indicators (KPIs)NegotiationService ManagementPerformance MeasurementReport WritingPresentationsService Level AgreementPerformance MetricPerformance ReportingCapacity Management
Программа курса
6 модулей · 44 учебных материалов
01Start Here: Get Oriented and Check Your Skills2 материалов
02Defining Services9 материалов
Module Overview
Module OverviewВидеоУчитесь у экспертов
Professionals from the Industry
Преподаватель курса