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CIM 302 Service Level Management

Understand Service Level Management.

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11 views

CIM 302 Service Level Management

Understand Service Level Management.

Uploaded by

kamau6172
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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This chapter talks in detail about various aspects related to service level
management.

Service Level Management (SLM) deals with negotiating, agreeing and


documenting existing services with some level of policies.

Service Level Manager is the process owner of this process.

SLM deals with following two kinds of agreements −

It is an agreed document assuring the warranty with regard to the level of service
quality delivered by the service provider. It is between service provider and the
customer.

Unlike SLA, it is an agreement within the organization.


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The following diagram describes activities involved in SLM process −


Service Level Requirement (SLR) is one of the earliest activities in Service design
of Service Lifecycle. SLR needs to be drafted, once the service catalogue has been
produced and SLA structure has been agreed.

The objectives of SLM are as follows −

Sr.No. Objectives

1 Define, document, agree, monitor, measure, report, and review the level of
IT service provided.

2 Provide and improve the relationship and communication with the business
and customers.

3 Ensure that specific and measurable targets are developed for all IT services.

4 Monitor and improve customer satisfaction with the quality of service


delivered

5 Ensure that IT and customers have a clear and unambiguous expectation of


the level of service to be delivered

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