Posted by: Robert Davis
Cloud Computing, Critical Success Factors, CSF, IT Service Delivery, IT Support, ITSM, Key Performance Indicators, KPI, Service Level Agreement, Service Level Management, SLA, SLM
Service Level Management (SLM) defines, negotiates, controls, reports and monitors agreed-upon service levels within predefined standard service parameters. Usually, effective IT service delivery is considered adequate when system issues are swiftly redressed to the satisfaction of users. An entity’s ability to sustain appropriate IT service is heavily dependent on building service commitments and managing service levels.
SLM deployments can flounder because IT management skews service focus towards technology centric measurements specific to categorized domains. Correctively, the IT service department should provide circumspective insight into service levels that management understands. Furthermore, objective achievement should reflect building and measuring service-based contractual arrangements. Not only do service-based negotiations encourage directed dialog between IT and business units, but also promote IT practices unification across configuration items supporting computer applications and business processes.