Service level management
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Service level management involves two cycles. The first cycle is to understand customer needs, agree on service level agreements that define key performance indicators, and negotiate these SLAs. The second cycle is to monitor compliance with the SLAs, report on performance, and identify ways to improve service delivery and meet future agreements.
Service level management
- 1. Service Level Management Stuart Rance, HP Strategist, March 2013 Email: stuart.rance@hp.com Twitter: @StuartRance
- 2. Service Level Management has Two Cycles Negotiate Report SLA Understand Agree Monitor Improve 2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 3. Thank you Email: stuart.rance@hp.com Twitter: @StuartRance © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Editor's Notes
- #3: Service level management consists of two very simple loops.The first loop is to understand what your customer wants, to ensure they understand the costs and implications of their choices and then agree on what you will actually deliver. Many organizations fail because they don’t do all three of these steps. For example they may go directly from understanding what the customer wants to documenting this in an SLA, without the negotiation step where the costs and implications are discussed.The second loop is to monitor what you deliver, to create both internal and customer-facing reports and to use these to continually improve the services you deliver. Many organizations fail in this loop because they just do monitoring and reporting, without identifying the opportunities to improve.The SLA is the glue that holds these two loops together.