Statistics: Number/percentage of services covered by SLAs Number/percentage of SLAs supported by UCs and OLAs Number/percentage of service targets being met Yes/Why Questions: Are service level achievements improving? Are customer perception statistics improving? Are IT costs for service provisions decreasing for services with stable (acceptable but not improving) Service Level Read more…
Monitoring of pre-SLA achievements, where to begin? Identifying targets that are achievable and reasonable Insufficient focus, resources and time Inadequate seniority of SLM staff Underpinning contracts ignored SLAs too long, written in technical jargon and not customer focused Improvement actions not adhered to.
As an overview of Service Level Management, the process will generally consist of the following interrelated activities: (not necessarily in chronological order) Develop contacts and relationships Design an SLA framework Determine, document and agree requirements for new services Negotiate and develop SLAs Review and revise SLAs, underpinning agreements, Operational Level Read more…
The primary goal of Service Level Management is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered in line with agreed achievable targets. It also proactively seeks and implements improvements to the level of service delivered to Read more…
In V2 I was clear and unambiguous where it fitted – the Service Delivery set. However in V3 – it starts to become a whole lot more…