ITSM Service Level Management

The purpose of Service Level Management is to manage customer-client relationship for services delivered, enable improvement in service quality and reduction in service disruption.

Process Activities

• Negotiate with clients - agree on Service Level parameters 
  
• Find Key Performance Indicators (KPI)
  
• Approve and activate Service Level Agreement (SLA)
• Monitor service delivery and service costs
  
• Review compliance 
  

Process Input

• various

Process Output 

• various

Process Support by ]po[

 The following ]po[ packages provide support for this process:

• Service Management provides functionality for Service Level Management.  
  
• ITSM Configuration Management provides information about related objects (software, hardware, machines, etc.)
• Service Management provides real time and historical compliance reporting of SLAs
  
• Core package is the platform to manage general customer data

Process Performance Indicators

• Compliance achievement