The service level management process forms an important part the Service Design Stage of ITIL Service Lifecycle. The service management process includes key activities that fall within the scope of ITIL Service Level Management Process. This allows the service level process’s goals and objectives to be achieved and service levels targets to reach. ITIL online courses provide detailed information on the principles and activities of the ITIL Service Level Management Process.
Service Management: Activities in Service Level Management
This process includes nine key activities. These nine activities are essential parts of service management and the ITIL Service Design stage. These activities are listed in the following figures and in ITIL foundation certification training.
Service Management: Designing SLA Frameworks
The service level management process includes the creation of service level agreements (SLA) frameworks. There may be multiple services that must be provided and supported, depending on the size and complexity of the IT organization. The service level management process includes the determination of the best SLA structure.
Service Management: Establishing service level requirements
The ITIL service level management process manages the requirements for new and changed services, as well as the documentation and agreement of those requirements. The main goal is to:
Establish the expectations of the customer and the business
Assess the capabilities and resources of the IT service provider.
Specify the service levels that the IT service provider will provide to the customer and the business.
These steps include the documentation of service level requirements and expectations and, finally, the agreement on service levels for new and changed services.
Monitoring service performance
Periodic and progressive measurements are taken based on the service levels agreed between the IT provider and the business or customer for the services. This is done to verify that the IT provider is meeting the agreed service level. If a business requires 99% availability for a service, then this service level requirement should be measured properly and checked. Monitoring service performance against the SLA targets is a service level management process.
Customer satisfaction is improved
The service level management process also includes the measurement, collection, and improvement of customer satisfaction. For customer satisfaction to be assured and improved, it is important to establish service levels and set service targets. Customer satisfaction leads to higher revenue and greater value for the company. IT and business departments must always look for ways to improve customer satisfaction to avoid losing revenue.
Contracts and agreements reviewed
All suppliers and partners that provide services to an IT service provider must also meet the agreed service level targets. Even if all services and steps in a chain meet their service level targets, if one service is not meeting its service targets, the overall service level will be unable to meet its targets. As such, service level management includes the review and revision all contracts and agreements that underpin the service provider’s external service providers.