Difference between revisions of "Service level management practice"
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| − | [[Service level management practice]] is the practice | + | [[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]]. |
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According to the [[ITIL Foundation 4e by Axelos]], | 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. | :[[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 | ||
[[Category: Articles]][[Category: Information Technology]] | [[Category: Articles]][[Category: Information Technology]] | ||
Latest revision as of 19:02, 29 December 2020
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.
Contents
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
- Customer engagement
