What is Service Level Management?
Service Level Management is one element of the 11 ITIL disciplines, and details the need to plan, draft, agree, monitor and report on service achievement within the business. It also incorporates the requirement for an organisation to implement actions to eradicate potential unsatisfactory service.
Service Level Agreements are one component of Service Level Management; these are documented agreements and are written from the perspective of both the supplier and recipient or end user. These agreements dictate the Service Levels and include services provided, metrics, responsibilities and help to ensure that all support requests are responded to and fixed within the agreed timeframes.
Implementing effective Service Level Management can dramatically increase an organisations ability to respond to and fix users requests. Emma Anderson, Service Manager (SSI Computer Services)
Why introduce Service Level Management?
Service Level Management is fundamental to an effective service provision, however its a topic not widely discussed among organisations looking to improve their Service Delivery. Most organisations have...
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