ITIL Challenges affecting service level management

  • Monitoring of pre-SLA achievements, where to begin?
  • Identifying targets that are achievable and reasonable
  • Insufficient focus, resources and time
  • Inadequate seniority of SLM staff
  • Underpinning contracts ignored
  • SLAs too long, written in technical jargon and not customer focused
  • Improvement actions not adhered to.

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