When you’re diving into IT Service Management – or the IT industry in general really… it’s easy to be overwhelmed by the amount of acronyms used… Sometimes it really sounds like a foreign language!
Take the ITIL® Framework for example – the name in itself is an acronym for the Information Technology Infrastructure Library. So yeah – ITIL for short.
One of the more complex processes in this framework is the Service Level Management process (SLM) and it uses an impressive amount of acronyms:
SC = Service Catalog (a catalog with services available for delivery by the IT department to clients and end-users)
SLM = Service Level Management
SLR = Service Level Requirements (what the customers need/want from the IT department)
SLA = Service Level Agreement (an agreement between customers and IT department on the services to be delivered to the customers – and to which performance levels)
OLA = Operational Level Agreement (agreements between internal departments of the IT group on how they are going to work together and make sure the performance levels from the SLA are achieved)
UC = Underpinning Contract (Contract/agreement with external parties on how they are going to work with the IT department to make sure the performance levels from the SLA are achieved)
SLAM = Service Level Agreement Monitoring (Usually in the form of a report or chart – The way the IT department achieved the performances as agreed in the SLAs and OLAs)
SIP = Service Improvement Program (a structured approach / plan to diligently improve the services over time)
Want to learn more? Check out the Video below: