Service Level Management

Business processes that depend on IT are only as reliable and sustainable as the underlying infrastructure. In order to better align business requirements with IT capabilities and deliver IT capabilities at an appropriate cost, IT must shift from a technology focus to a service model approach.

IT dependency creates business risk

  • IT may not be aligned with changing business needs.
  • The cost of IT infrastructure exceeds the benefits achieved.
  • IT failures have a significant impact on business processes.

Key benefits to service model

  • Better alignment of IT capabilities with business needs.
  • Improved management by focusing on service delivery.
  • Improved planning by basing commitments on user agreements.
  • Improved business satisfaction.
  • Better utilization of (scarce) resource.

Service Level Management requirements

  • Organize and manage resources as a collection of processes aimed at supporting business.
  • Establish a business-value, service-oriented attitude.
  • Create clear and precise service definitions.
  • Implement well-defined service delivery and service support processes.
  • Ensure adequate staffing.
  • Adopt industry best practices.

Key elements to SLM

  • Service Level Agreements (SLAs)
  • Well-defined service offerings.
  • Effective monitoring and reporting.
  • Enabling technology and tool set.

Adopting best practices

  • Leverage best practices rather than developing unique solutions to every problem.
  • Efficiently achieve an expected level of competency, service and performance.
  • Develop a best practices framework – and –
  • Adapt best practices to fit unique and changing needs.
  • Develop a Continuous Process Improvement (CPI) methodology.
  • Prevent fires rather than fight them.