A trend and direction for IT organizations over the past 5 years or more has been structuring and managing IT organizations to run like a business. This implies that IT has the capability to provide value based services that in turn support business growth and employ a service based delivery model. The concepts of providing IT services are the same as any other consumable service we know of today. The basic tenants of service are; it needs to be simple to order, it needs to be priced in alignment with value, it needs to provide a benefit and the consumption of services needs to be reported in a way that the customer could manage their demand. What defines IT’s customer relationships is service value and performance. Service performance is measured and service value is managed through the Service Level Management process.
Service Level Management (SLM) is a process in the ITIL Service Delivery model that is considered to be one of the most critical service management processes. The objective of SLM is to design and manage meaningful, and measurable, metrics around service performance that is in direct alignment between the IT service and the business processes of their customers. The commitments to service are outlined in service level agreements (SLA’s) and managed through the SLM process.
Developing meaningful SLA’s to support the customers’ business processes and managing them through a consistent SLM process could provide measurable benefits in a number of areas:
SLM within the context of industry best practice service management will provide overall benefits of improved service value; cost efficiencies improvements and better process controls.
WGroup’s team of advisors are seasoned professionals averaging more than 25 years of experience in executive roles across various industries, many as former CIOs and CEOs. Using a blend of rigorous analysis and creative thinking, WGroup consultants develop and execute strategies to help IT and business leaders succeed, with a strong track record of achieving results.