What can service level management bring to an IT organization, really?
The cold, hard reality is that technology is becoming a front-runner in the race for profits. Where people used to buy physical objects in stores, they are now opting to purchase apps and/or shop online for goods / services. This is a perfect illustration of why service level management is almost a necessity in today’s business world; and of course, those organizations that refuse to join the technology game are not only losing potential customers / sales, but they’re probably being outpaced in terms of overall sales.
Service Level Management isn’t even the most radical thing that an organization can do to restructure their IT component. Instituting Service Level Management probably isn’t going to require switching platforms, hardware, or most operational protocols. SLM is more about following through with a set of overlying principles which work together to help IT meet the expectations of the business element of any organization.
This process is started when a SLA (or service level agreement, which is akin to a blueprint for Service Level Management) is established and a complete inventory of all IT, and IT-related assets, is taken. From there the service level manager (who is usually heading up the SLA design team) takes these ideas / data and begins to formulate a governance strategy based on what is possible (from a technological perspective) and what the ultimate short and long term goals for the parent organization are.
So IT is really responsible for helping modern businesses succeed, right? More so than at any other time. In fact, it would even appear that the potential for growth in the technological sector, particularly software, is somewhat boundless. That is to say that; unlike the physical world where resources are finite, there are no limitations in the world of software.
This is great news for businesses because the production, implementation, and sale of software and apps are relatively inexpensive compared with the costs involved in producing and selling physical products. Also, with software and software services, a large transportation, storage, and distribution network simply isn’t required. In fact, extraordinary profits could feasibly be generated by a small team of knowledgeable and experienced IT personnel. All of which could be managed by a service level manager. Another great thing about SLM is that it is still flexible enough to allow for outside assistance. For example, Service Level Management could easily account for utilizing 3rd party services (like cloud computing). This is good news considering people’s proclivity for outsourcing certain 3rd party services and attempting to integrate them with their present network(s).
Above all, service level management brings a certain level of control to the whole IT aspect. It’s not that anyone distrust IT personnel or their methods, it’s simply that (as is often the case) some form of an agreement must exist between IT, those in charge making the decisions, and of course, accounting. In this way, SLM functions like a living constitution for any business.
Organization is also something that service level management is great at fostering. As the level of technological involvement practiced by the average business steadily increases, the need for more comprehensive management measures in IT will become much more evident. Service Level Management is one of the only controlling methods that is truly capable of keeping all IT assets in order so that business can be carried out on-site and/or via the web.
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.