From the course: IT Service Desk: Service Management
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Service level management
From the course: IT Service Desk: Service Management
Service level management
- Service level management is a process of defining, agreeing, documenting and managing the levels of service that are required and cost justified of the business. Your SLM needs to spell out what the expectations are for the type of service you'll provide. What services are you providing? What's the cost of each? Is it all-inclusive? Do you offer additional services for an additional cost? Are there limitations? What's the guaranteed response time? It should come as no surprise that your customers will continue to ask for more, expect more and yet, not want to pay more. The key to the process is to work through the details and establish the rules for every foreseeable scenario. The purpose of service level management process is to ensure that all IT services and related activities are delivered to documented and agreed-upon service level requirements and targets. This establishes the rules of engagement, setting…
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