Service Level Management Process

After the Service level agreement is constructed the service level management process can then be used to carry out the agreement.

So what does the Service Level Management process involve? There are five stages to the service level management process, they are as follows:

Negotiation – This negotiating phase or stage is where the information technology services provided and the customer act as a team to establish service levels. These service levels should be SMART levels. SMART refers to Specific, Measurable, Agreed to, Realistic, and with in a Time frame. The said cooperation is unique because both parties work to refine it according to the present needs.

Finalizing – In the finalizing stage, the service level agreement is accomplished along with any other supporting and sustaining agreements.

Monitoring – With the monitoring stage, the service quality is measured by the service level agreement’s defined service targets. These service targets refer to the agreed-upon levels of service. Any variances need to have an action arrangement of how to correct and resolve them before the organization is unfavorably affected.

Reporting – In the stage of reporting, reports are generated that are used to balance the agreed-upon service levels with the baseline service levels. These reports are the foundation for persistent service enhancement.

Reviewing – In the final phase, the reviewing phase, an all-inclusive enterprise wide review of service value is provided. During this phase tribulations are brought into view for examination and instruction from the troubles and issues are shared and with any luck even learned from.