Service level management is technically the starting point of the Service Improvement Plan (SIP). SIP can be imposed by a large number of techniques/methods, including user training, proper documentation and testing of all systems. In summary, the sole purpose of the MLS process is to ensure that all IT services are delivered in accordance with the expectations of customers agreed and documented by both parties. Service availability: The time available to use the service. This can be measured using the time window, z.B 99.5% availability between hours 8 a.m. and 6 p.m. and more or less availability at other times. E-commerce processes are generally extremely aggressive. 99.999 percent operating time is an unusual requirement for a website that generates millions of dollars per hour. There are three types of documents/agreements that fall under the management of service level: this is one of 26 processes that are discussed in the certification training of the ITIL Foundation. SLM is part of the service design phase of the IT services lifecycle.
It ensures that all IT services, current or planned, are provided according to agreed objectives or expectations. With simple words, Service Level Management ranks customer expectations with service provider offers and draws attention to gaps and areas for improvement. It is a good practice for an organization to have an ALS per provider that encompasses all services provided by the provider. This simplifies the drafting of the agreement, as the general requirements will be the same and the services will often have the same levels of service. The ALS can then be updated to add new services or to remove the withdrawn services. There is no limit to the number of services that should be in an agreement. It is also a good practice to ensure that ALS is available to each supplier, including internal suppliers. This helps to ensure that the customer`s expectations are explicitly expressed and that suppliers understand them and that the customer understands the service they can expect. The client is the person or organization that uses the services. The client can be internal or external in the organization.
All companies offer services to outside customers. These may be information-based services, such as cloud-based applications. B, or non-computer services, for example,.B a call center for holiday bookings. The customer for services may be individuals or other businesses. While it is not possible for external clients to formally sign an agreement, ALS should be created as they provide a clear and accurate description of what the customer can expect and retain improvements in quality of service. The goal should be to fairly integrate good practices and requirements that maintain service efficiency and avoid additional costs. Depending on the service, the metrics to watch may include: This graph illustrates the service agreement management process and its activities, as well as the state model that is reflected in the development of the service data series. The periods during which services must/are available generally contain many components, from the definition of services to the termination of the contract. [2] In order to ensure rigorous compliance with ALS, these agreements are often designed with specific lines of demarcation and the parties concerned must meet regularly to create an open communication forum. Rewards and penalties that apply to the supplier are often set.
