Service Level Management is an important process in the ITIL Service Design phase of ITIL Lifecycle for Services. During this process, the expectations of the business will be evaluated. Based on the expectations of the business, the IT division determines the outcomes it can deliver. This is then signed off by IT and the business. ITIL online courses stress the importance of service management throughout the ITIL service cycle, especially during service design and continuous service improvement phases. This section is essential for ITIL foundation certification training.
Service level management has specific goals and objectives. It is important to understand these to ensure success in your IT business.
What are the goals?
The first goal of the service management process is to ensure that all IT services are provided at an agreed level.
Let’s take a look at the money withdrawal service from an ATM at a bank. This is a crucial service for customers, as a bank customer expects that he will be able to withdraw his money whenever he uses an ATM. This service might be required by the bank to be available 99.9% of all times for customers. This business requirement would require that the IT department be able to meet the challenge. IT can agree to provide this money withdrawal service if the bank’s IT department can meet the availability requirement. If this is not possible, additional resources will be required. The service level management process will be able to determine how much additional resources are needed to meet this requirement.
Similar to the above, a telecom operator that provides live football scores for its subscribers may have a business requirement that the service be available 97% of all times. If the IT background, capabilities, and capabilities of the telecom provider can provide this service, IT and business can meet to discuss the service level.
This process also aims to ensure that future services are delivered according to agreed targets. A business might have a new service request.
As an example, a telecom operator might want to send subscribers instant hot finance news via SMS as a new service. The IT division would need to know what the business requires before publishing, publishing, and delivering this service. This could include the requirement that the service be available to customers 98% of all times. This is the same as in current services. The service level management process also aims at achieving these agreed achievable targets.
What are the objectives for service level management?
The service level management process documents, documents, agrees and monitors, measures, reports and reviews the level IT services provided. An IT service provider can offer thousands of services. There might be different service levels depending on the services.
This process is designed to determine, record, measure and review the service levels of each service within an organization. If a new service is a major expense, it is necessary to review older services that are less important in order to determine if the resources can be used on the old service and make more available for the new service.
The service level management process ensures that all IT services meet specific, measurable targets. A service’s subjective evaluations can be classified as: good, bad, fast, or slow.
A service may be very fast for one customer, but slow for another. This is why you need a quantitative and specific targe.