Service level management practice

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Service level management practice (hereinafter, the Practice) is the practice to set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. The Practice relates to service level and service management. This Practice is a part of the ITIL practices.


Definitions

According to the ITIL Foundation 4e by Axelos,

Service level management practice. The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Purpose

The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.

Best practices

Tasks

The Practice should provide the end to end visibility of the organization's services. That should include:
  • To establish a shared view of the services and target service levels with customers.
  • To collect, analyze, store, and report relevant metrics to ensure service levels are met.
  • To perform service reviews to ensure the current services continue to meet the organization and its customers' needs.
  • To capture and report on service issues including performance against defined service levels.

SLA

Main wikipage: Service level agreement
A service level agreement (SLA) is a documented agreement between a service provider and a customer that identifies services required and the expected level of service. SLA is a tool to measure the performance of services from the customer's point of view. Key requirements for successful SLAs:
  • Related to a defined service
  • Should relate to defined outcomes, not just operational metrics
  • Should reflect an agreement between the service provider and the service consumer
  • Must be simply written and easy to understand for all parties

Interaction

The Practice interacts with:
  • Relationship management
  • Business liaison
  • Supplier management
  • Business analysis
  • Skills and competencies

Information Sources

  • Customer engagement
    • Initial listening
    • Discovery and information capture
    • Measurement and ongoing process discussions
    • Asking simple open-ended questions
  • Customer feedback
    • Surveys
    • Key business-related measures
  • Operational metrics
  • Business metrics