APPENDIX B: SERVICE LEVEL MANAGEMENT PROCESS POLICY
It is a core tenet of ITIL that to be under control, a service management process requires three things:
• a process owner accountable for the process;
• a process policy that describes the organisation’s framework for managing the process;
• a set of clear objectives for the process.
At a high level, ITIL describes what needs to be done to keep processes and activities under control. Being a generic framework intended to be applicable to all organisations in all industry sectors of all sizes and operating in both commercial and non-profit making environments, ITIL is less specific on how these activities should be managed. The reason for this is that organisations can adopt the generic ...