How SLM (service level management) helps its constituents to establish their priorities.

Running or managing any business (regardless of the market or industry) can be a tedious and ongoing process.  This is why it is vitally important that any serious business owner, operator, manager, or employee, identify their priorities so that they can better align them with their capabilities (as well as the capabilities of other personnel that might be involved).


Often times, many individuals may view management as intrusive, or perhaps even limiting.  But without a solid and prudent management element, even the most determined, ethical, intelligent, and responsible work force will eventually fall into disarray.  This isn’t because workers are inherently difficult or bent on causing disruptions / trouble.  People become seemingly aimless in groups without a controlling element because everyone has their own ideas and agenda.  In other words, nearly everyone is apt to think that their methods are superior to those of their comrades.  What management seeks to do is quell any rivalries, while at the same time utilizing the strengths of individuals to reinforce the group dynamic.

Service level management represents a perfect illustration of these aforementioned concepts, with regards to IT work/duties.  However, the depth of involvement in Service Level Management goes beyond simplistic managerial tactics into detailed evaluation and implementation of assets, as well as attempts to establish strategies for long term goals.  You might wonder why in the world IT would be involved in long term planning.  Traditionally, IT served (or serves) as a technical computer / network maintenance organization operating within a larger company.

IT personnel might spend most of their days simply monitoring their company’s internal network / system, and of course, responding to specific computer-related issues from other employees.  While IT is still expected to fulfill these roles in modern industry, recent developments have expanded the sphere or influence that IT exerts, as well as what they might be responsible for.  I’m referring of course to things like consumer interfacing and web services.

The way business is done isn’t changing, it has already changed.
The way business is done isn’t changing, it has already changed.  The modern business is becoming increasingly reliant on all manner of computing, networking, and web deployed apps/services/components/information.  Rather than looking to contract out these duties to a 3rd party (which could be dangerous if they have access to sensitive information or decide to steal company ideas / concepts), most organizations simply opt to assign all computing and web-related duties to IT.  This is essentially what service level management seeks to do; manage all internal and external IT-related assets in order to maximize usage of available technology and integrate with those involved in critical, business-related decision making processes. 

Service Level ManagementBut there are other reasons as to why Service Level Management is such a great addition to any IT organization; most notably is its ability to turn nearly any IT department into a central component of any business.  IT personnel should be rejoicing at the notion of instituting service level management if for no other reason than the fact that it will protect their IT department from future downsizing, or even worse, being outsourced completely.  The point is, in order for IT to truly capitalize on the monies / successes being generated through online services it must become a more active participant in business.  As long as IT personnel are relegated to background status they will not be able to either take credit for successes or fully utilize their own ideas/creativity.

Service level management covers not only monitoring and maintenance of a system however, it also seeks to design better ways to utilize personnel as well.  This may also extend to the creative and technical abilities of certain employees.  It is the duty of the service level manager to create an ongoing dialogue between those in business and those in IT.  Often times, business leaders lack a complete understanding of the technical process and equipment involved in running operations, additionally, they most likely have no idea what IT infrastructure is even capable of.  By the same token, IT personnel don’t usually think like business people, and their main focus isn’t necessarily on selling anything or performing any services for customers.  SLM and the service level manager represent one of the most comprehensive and thorough ways to remove the ambiguities that exist between business and technology.

The Art of Service has a comprehensive offering of education solutions including Service Level Management training geared toward the busy IT professional. AOS instructors are experienced in classroom-style delivery, boardroom-style executive coaching, on-the-job training and online virtual support for remote students.



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