IT service process
Service Level Management
ITIL
Description
Referenced process
Service Level Management
Description
Service Level Management ensures that the IT services required by the customer are continuously maintained and improved. This is accomplished by agreeing, monitoring and reporting about the performance of the IT organization.
Effective Service Level Management has following benefits:
* improved relationships with satisfied Customers by increasing customer orientation: IT services are developed in agreement with customers' requirements. The requirements are included in the Service Level Agreements.
* service performance can be measured, which means that it can be managed and reported on and communicated,
* in case that SLM is charged by IT Finance Management, the service must be transparent for customer.
Assessment
Assessment

Answer | Assessment question | Weighting
--- | --- | ---
Yes | Is there a process for defining and management of services and service levels? | 2
Yes | Will service levels that has to be provided measured and their degree of performance regularly proved? | 2
Yes | Will IT Structures which are connected with provided service levels permanently improvement? | 1
Yes | Do the provided service levels correspond to customers expectations? | 1
Yes | Have you discussed Service Level Agreements with customers? | 1
Yes | Do you have an overview of Service Level costs? | 1
Yes | Is there any process for defining and administration of Services and Service Levels? | 2
Yes | Are Service Levels measured and proved? | 2
Yes | Is IT infrastructure constantly improved to meet Service Level? | 1
Yes | Do Service Levels meet your Customer expectations? | 1
Yes | Did you agree with your Customer on Service Level? | 1
Yes | Have you got general overview of costs of service levels? | 1