Difference between revisions of "Service level management practice"
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| + | The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets. | ||
| + | |||
| + | o Provides the end to end visibility of the organization's services: | ||
| + | ▪ Establishes a shared view of the services and target service levels with customers | ||
| + | ▪ Collects, analyzes, stores and reports relevant metrics to ensure service levels are met | ||
| + | ▪ Performs service reviews to ensure the current services continue to meet the organization and its customers' needs | ||
| + | ▪ Captures and reports on service issues including performance against defined service levels | ||
| + | o A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies services required and the expected level of service. | ||
| + | ▪ SLA is a tool to measure the performance of services from the customer's point of view. | ||
| + | ▪ Key requirements for successful SLAs: | ||
| + | ● Related to a defined service | ||
| + | ● Should relate to defined outcomes, not just operational metrics | ||
| + | ● Should reflect an agreement between the service provider and the service consumer | ||
| + | ● Must be simply written and easy to understand for all parties | ||
| + | o Interacts with: | ||
| + | ▪ Relationship management | ||
| + | ▪ Business liaison | ||
| + | ▪ Supplier management | ||
| + | |||
| + | ▪ Business analysis | ||
| + | ▪ Skills and competencies | ||
| + | o Information Sources: | ||
| + | ▪ Customer engagement | ||
| + | ● Initial listening | ||
| + | ● Discovery and information capture | ||
| + | ● Measurement and ongoing process discussions | ||
| + | ● Asking simple open-ended questions | ||
| + | ▪ Customer feedback | ||
| + | ● Surveys | ||
| + | ● Key business-related measures | ||
| + | ▪ Operational metrics | ||
| + | ▪ Business metrics | ||
[[Category: Articles]][[Category: Information Technology]] | [[Category: Articles]][[Category: Information Technology]] | ||
Revision as of 17:54, 29 December 2020
Service level management practice (hereinafter, the Practice) is the practice to set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. The Practice relates to service level and service management. This Practice is a part of the ITIL practices.
Definitions
According to the ITIL Foundation 4e by Axelos,
- Service level management practice. The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Purpose
The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.
o Provides the end to end visibility of the organization's services: ▪ Establishes a shared view of the services and target service levels with customers ▪ Collects, analyzes, stores and reports relevant metrics to ensure service levels are met ▪ Performs service reviews to ensure the current services continue to meet the organization and its customers' needs ▪ Captures and reports on service issues including performance against defined service levels o A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies services required and the expected level of service. ▪ SLA is a tool to measure the performance of services from the customer's point of view. ▪ Key requirements for successful SLAs: ● Related to a defined service ● Should relate to defined outcomes, not just operational metrics ● Should reflect an agreement between the service provider and the service consumer ● Must be simply written and easy to understand for all parties o Interacts with: ▪ Relationship management ▪ Business liaison ▪ Supplier management ▪ Business analysis ▪ Skills and competencies o Information Sources: ▪ Customer engagement ● Initial listening ● Discovery and information capture ● Measurement and ongoing process discussions ● Asking simple open-ended questions ▪ Customer feedback ● Surveys ● Key business-related measures ▪ Operational metrics ▪ Business metrics
