Define Service Level Management Strategy

Use

The service level management (SLM) strategy should define a list of key performance indicators that benchmark the SLAs. This benchmarking or reporting must be done at regular intervals.

The goal of using SLM is to:

·         Improve your IT staff's understanding of business process requirements

·         Improve IT service quality in terms of:

-         Availability

-         Performance

-         Accuracy

-         Reporting

·         Increase business department satisfaction

·         Improve the motivation of your IT staff

·         Facilitate internal resource allocation planning

Prerequisites

Defined SLAs

Procedure

Define the following:

·         Whether Service Level Reporting is required in your organization

·         Create a team responsible for defining Service Level Reporting

·         Define the Scope of Your Reporting

·         Define Acceptable Service Levels

·         Define a Service Level Agreement

·         Establish Service Level Reporting

·         Establish Monitoring procedures for your Service Level Reporting

Result

Defined SLM strategy