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ITSM - Vanderbilt IT

IT Service Management

Service Level Management

Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the Service Level Agreements (SLAs). Service Level Management ensures that arrangements are in place with internal IT support providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UpCs). The process involves assessing the impact of change upon service quality and SLAs. The service level management process is in close relation with the operational processes to control their activities. The central role of Service Level Management leads to it being the natural place for metrics to be established and monitored against a benchmark.

Service Level Management is the primary interface with the Customer (as opposed to the User who is serviced by the Service Desk). Service Level Management is responsible for ensuring that the agreed IT services are delivered on when and where they are supposed to be and for liasing with Availability Management, Capacity Management, Incident Management and Problem Management to ensure that the required levels and quality of service are achieved within the resources agreed with Financial Management and appropriate IT Service Continuity plans have been made to support the business and its continuity requirements.

The Service Level Manager is reliant upon all the other areas of the Service Delivery process to provide the necessary support which ensures the agreed services are provided in a cost effective, secure and efficient manner.


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22-NOV-10 Service Level Management Design 2 0