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How to Create and Organize an IT Process Catalog

Aug 30, 2002

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Service-Level Management

This process aims to ensure consistent delivery of services and accurate reporting of agreed-to service levels. This process implies management to an optimized level of availability, performance, and quality.


Tasks	Skills
Document, monitor and perform corrective action to manage service-level agreements Define processes/procedures for management of service-level agreements	Understanding of all operational processes that deliver services and process interaction points Expertise in service-level reporting tools Knowledge of customer applications/systems Understanding of cost/performance trade-offs Ability to communicate well
Staffing	Automation Technology
Business relationship manager Reporting specialist for service-level agreements Service-level manager	General network and systems-management (NSM) tools for monitoring (for example, of availability management) Reporting add-ons to general NSM tools Data consolidation and reporting tools End-user perspective tools Problem management (help desk) reporting tools
Best Practices	Metrics
Escalation process for negative feedback Service levels coupled to externalized metrics End-to-end objectives reflecting business focus Use of automated service-level agreement reporting tools High level of automation of reporting Web-based customized service-level reporting	Parallel individual feedback loop (individual feedback form) Actual versus target service levels Level of customer satisfaction (survey feedback) Cost of administering/number of service-level agreements (or customers) Service availability Service performance Service quality (QOS)
Process Integration	Futures
No items	End-to-end perspective End-user perspective Consolidated reporting Streamlined feedback of service metrics to control management policy What-if analysis of suggested service-level agreements in relation to cost Stronger tie-in of cost/service trade-offs

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