Module 5

IT Operations, Maintenance and

Support
Service Level Management:
INTRODUCTION
What is Service Level Management (SLM)?
• process of defining, agreeing upon,
documenting and managing levels of
service that are required and cost-
justified.
• aims to maintain and improve customer satisfaction
and to improve the service delivered to the customer.

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What is Service Level Agreement (SLA)?
• is an agreement between the IT
organization and the customer,
which details the services to be
provided (nature, type, time
and other relevant information
for the services being offered)

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 Service Level Management Lifecycle

1. Identify IT services
2. Catalogue IT
enabled services
3. Define and prepare
service agreement
4. Monitor and report
service levels
5. Review service
agreements and
contracts

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 Service Level Management Lifecycle
1. Identify IT services (Establish Phase)
• Analyze business requirements and the way in
which IT-enabled services and service levels
support business processes.
• Discuss and agree on potential services and service
levels with the business, and compare them with
the current service portfolio to identify new or
changed services or service level options.
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 Service Level Management Lifecycle
2. Catalogue IT-enabled services (Establish Phase)
• It involves defining and maintaining one or more
service catalogues for relevant target groups.
Publish and maintain live IT-enabled services in
the service catalogues.

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 Service Level Management Lifecycle

3. Define and prepare service agreement

(Implement Phase)
• Define and prepare service agreements based on
the options in the service catalogues. Include
internal operational agreements.

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 Service Level Management Lifecycle

4. Monitor and report service levels (Manage Phase)

• Monitor service levels, report on achievements
and identify trends. Provide the appropriate
management information to aid performance
management.

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 Service Level Management Lifecycle
5. Review service agreements and contracts (Review Phase)
• Conduct periodic reviews of the service agreements and
revise when needed.
• Defined service levels must be regularly monitored by an
appropriate level of management to ensure that the
objectives of IT operations are achieved.
• Review the impact on the customers and other
stakeholders of the organization.
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