Difference between revisions of "Service level management practice"
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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. | 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
