Set Up Service Level Management

Use

To set up service level management (SLM) by using service level reporting (SLR) to measure compliance with a service level agreement (SLA)

Prerequisites

SLM strategy defined

Procedure

1.       Define a team responsible for SLM.

2.       Define the scope of SLR.

3.       Define acceptable service levels.

4.       Define key performance indicators (KPIs) for the following items:

-         Response time for errors

-         Availability

-         Performance

5.       Define an SLA.

6.       Establish regular SLR.

Result

SLM set up