Service Level Management
Service level management is a key activity during the cooperation of the IT service provider and the customer. In the recent period, there has emerged a trend that companies conclude formal service level agreements not only with their third party IT service providers but also with the corporate IT function. All this is even more intriguing when a parent company’s centralized IT function executes service level agreements with the company’s subsidiaries (as customers).
If you have an issue with SLM, our consultants will help you
- develop formal service level agreements (SLA) between the company and the IT function, which includes
o the required functionality of the service
o the parameters related to the operation of the service
o the performance/capacity requirements for the service
o the parameters related to the usage of the service
o the description of other activities related to the service, including e.g.: IT customer service, data backup, authorization management, etc.
- designing a catalogue of IT services and the related SLAs;
- designing a measurement and reporting system for the parameters specified in the SLA;
- reviewing the content of any internal or third party contract which is connected to the SLA.