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Service Level Management comprises the people, processes, and metrics to ensure Service Level Agreements (SLAs) are being met and the necessary resources are being provided efficiently. To be truly effective, SLA commitments should consider the service consumers’ viewpoint and be articulated in understandable business terms. The SLAs become documented commitments between clients and service providers (internal and external) in support of specific business functions and strategies.
When working with the business to define service metrics, The W Group categorizes measurements into one of the following:
- Availability—service is accessible during the defined business hours
- Responsiveness—defined speed within which a service is successfully delivered
- Reliability—consistent delivery of defined service or process outcomes
- Deliverables—service provides timely output or results
The W Group provides rigorous analysis techniques to assist clients in developing meaningful SLAs. We do not merely supply technical metrics—we believe the metrics should measure the value that IT delivers to the business. We apply the diverse experience of our consultants with the metrics of dozens of clients and service providers in many different industries to:
- Define the services provided in all service categories
- Define specific, detailed measurements for these services
- Determine data sources, measurement techniques, operational requirements
- Evaluate and determine acceptable (and unacceptable) service levels
- Assess and mitigate risk and liabilities on the part of the client and service provider
- Establish methods for regular review and modification of service levels
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