Service Level Management Process

Definition: The Process responsible for negotiating agreements in their various forms. It is also responsible for ensuring that ITSM Processes, internal and external agreements are appropiate for the agreed Service Level Targets.

consumes	Information about performance issues Information about Availability Information about Continuity Plans Information about IT Services and infrastructure Information about accounting for services Information about error-prone services Information about impact of Change regarding customer Information about necessary Security measures Information about violated SLAs Information required to evaluate service quality
has evolved into	Service Catalogue Management Process Service Level Management the Process responsible for negotiating Service Level Agreements, and ensuring that these are met; SLM is responsible for ensuring that all IT Service Management Processes, Operational Level Agreements, and Underpinning Contracts, are appropriate for the agreed Service Level Targets. SLM monitors and ... Service Measurement (process) Service Portfolio Management Process The Process responsible for managing the Service Portfolio. Service Portfolio Management considers Services in terms of the business value that they provide. Service Reporting the process responsible for producing and delivering reports of achievement and trends against Service Levels; Service Reporting should agree the format, content and frequency of reports with Customers. Supplier Management Process The Process responsible for ensuring that all Contracts with Suppliers support the needs of the Business, and that all Suppliers meet their contractual commitments.
produces	Information about Availability requirements Information about SLAs and their relations Information about Security aspects within SLAs Information about Services Information about customer dissatisfaction Information about forecast budgeting Information about needed ajustments of capacity resources Information about obligations Information on how to deal with Problems Information to help canalize user requests
contains	Service Specsheet Document about the technical implementation of a SLA.

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Dies ist ein Teil des Body of Service Knowledge der Continental Software GmbH, zusammengetragen aus den Best Practices der ITIL und CobiT und PMBOK Frameworks, der ISO 20000 Norm, sowie aus eigener Erfahrung.

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