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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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