Service Level Management

Process

The main activities involved in Service Level Management may be summarised as:

• Planning:
• Resource Assignment.
• Preparing a catalogue of services.
• Developing standard SLAs.
• Tools for monitoring quality of service.
• Analysis and identification of customer needs.
• Preparation of Service Level Requirements (SLR), Service Specification Sheets, and Service Quality Plans (SQP).
• Implementation of Service Level Agreements:
• Negotiation.
• Operation Level Agreements.
• Support Contracts.
• Supervision and Review of Service Level Agreements:
• Preparing performance reports.
• Monitoring external suppliers.
• Preparing Service Improvement Programmes (SIP).

Note: using the buttons on the graphic you can access more detailed information about the links with other IT processes.