Service Level Management

Process Control

The fundamental aim of Service Level Management is to improve the quality of service and the customer's satisfaction. However, this is not possible unless the processes involved are properly managed.

It is therefore essential to have:

• Clear and measurable objectives.
• An experienced team led by a Service Level Manager with the necessary qualifications and experience.
• A clear assignment of tasks and responsibilities.
• Specific performance indicators, such as:
• Percentage of services covered by SLAs.
• Percentage of non-compliance of SLAs classified by their impact on the quality of service.
• SIPs prepared and their impact on quality of service.
• Customer satisfaction surveys.

Preparing effective internal management reports enables the performance of Service Level Management to be evaluated and gives vitally important information for other areas involved in IT service provision and support.

In particular, the documentation generated should include:

• Performance Statistics Reports: detailing the SLAs, OLAs and UCs prepared, and the level of compliance with them, average costs associated with the process, etc.
• Progress Reports: describing the monitoring activities carried out, their results and the level of customers' satisfaction with the service provided.
• Improvement Plans: specifying the actions proposed to improve the IT service and the impact of these actions on quality of service.