CHAPTER 17: VALUE STREAMS FOR USER SUPPORT: SERVICE LEVEL MANAGEMENT
In this chapter, we explore key elements of the service level management practice. Those elements include:
•Purpose and description;
•Scope; and
•Practice success factors.
Purpose and description
The service level management practice creates and manages a shared view of quality services between the service provider and consumer. The purpose of service level management is “to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.”
The shared view is documented (normally in a service level agreement (SLA)) and the focus is on service quality and value. Service agreements are ...
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