Service Level Management is one of the core functions of Service Design. This discipline is also one of the highest integrated within the whole LifeCycle.
Scope
The core capability of Service Level Managment is to ensure, that current and future IT-Services are running within the alligned, agreed and achievable service levels. Therefore Service Level Managment has multiple interfaces within the whole IT organization:
Activities
Service Level Management has multiple activities, which are highly supported by other parties within the ITSM organization. The following activities can be considered as continuous loop:
- Determining and agreeing Service Level requirements and Service Level Agreements
- Service Monitoring and Reporting
- Service Review and improvement
- Review of:
- Service Level Agreements
- Operational Level Agreements
- Underpinning Contracts
- ITSM Processes
Further the following activities are provided by the Service Level Management:
- Support for Service Capacity Management to improve services though feedback
- Relationshipmanagement, as Service Level Mangement gets complains and compliments for provided services
- Measure and increase customer statisfaction
- Providing Service Level Agreement Frameworks, templates and standards
Critical Success Factors
The following items are examples:
- CSF: Management of the quality of all IT-Services
- KPI: Reduction of breached or endangered Service Level Agreements
- KPI: Increase customer statisfaction through services and their Service Level Agreements
- CSF: Economical delivery of agreed services
- KPI: Amount of fully documented Service Level Agreements
- KPI: Costs of service delivery
- Amount or frequence of service review meetings
- CSF: Management of the interfaces the business and end-users
- KPI: Documented Service Level Management processes and processes
- KPI: Amount of Service Level Agreements and Operational Level Agreements with pending adjustments