Changes to the environment are scheduled for a period of time when we expect there to be minimal business impact.
We are making the changes on Sunday afternoon.
There will be less people working then.
?Doesn’t that sound familiar? To help reinforce this point even further, consider the situation of buying a new fridge.
What if the technically savvy sales person wants to explain “the intricacies of the tubing structure used to super cool the high pressure gases, which flow in an anti-clockwise direction in the Southern hemisphere”.
Wouldn’t you say “too much information, who cares – does it make things cold?” Well IT managers need to stop trying to tell business managers about the tubing structure and just tell them what they are interested in.
So let’s know look at some benefits of Service Level Management.
Remember that the comments here are generic, as they have to apply to any organization.
Notes/Comments/Relevance The most important aspect of Service Level Management is the monitoring and delivery of services that lead to increasing satisfaction levels of customers.
(Note in ITIL terms the Customer is the person who “pays” for the IT Service) With Service Level Management we focus on meeting the Service Level Requirements specified to us by customers.
The SLR gives us a blueprint to check our own Service Delivery against.
IT Services delivered that have no corresponding SLR may in fact be surplus to business requirements.
Service Level Management forces us into the creation of targets and metrics against which we can measure performance.
If it can’t be measured it can’t be managed.
Through the process of Service Level Management we can develop a common language of understanding between IT and Customers.
The process of establishing and monitoring performance levels means that when IT and business people discuss IT related issues they are in fact talking about the same thing (and not – as often happens – talking at odds with each other.
For example if a meeting is held to discuss the Service Level Agreement for the provision of E-mail services then there is common ground for discussion.
Service Level Management also ensures that we have clearly defined roles and responsibilities.
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