Which of the following is not a direct focus area of service level management
Service Level Management is the process that is responsible for negotiating Service Level Agreements and ensuring that they are met. IT is one of the 5 components of the ITIL service delivery area. The processes under SLM provide a framework upon which the services are defined, the service levels are agreed upon, service level agreements (SLAs) and Operational Level Agreements (OLAs) are developed in order to fulfill the contracts, and the costs of the services which are under development.
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What is Service Level Management?The main purpose of service level management is to make sure that every IT service presently being provided and planned for the future is delivered as per the previously agreed upon service level targets. The main objective of service level management is: The objectives of service level management are to do the following:
Scope of Service Level ManagementThe following come under the scope of service level management:
Value of Service Level ManagementService Level Management implementation provides several benefits. Some of them are:
? Principles & Basic Concepts of Service Level ManagementService Level Requirements (SLRs)The Service Level Requirements (SLRs) define the requirements of a customer for an IT service based on business objectives, and they are used to negotiate service level agreements (SLAs). Service Level Agreements (SLAs)A Service Level Agreement (SLA) is an agreement between an IT service provider and a customer. Service Level Agreement FrameworksThe options available while designing the SLA frameworks are:
Service Level Management ProcessThe process activities of Service Level Management include:
Implementation Procedure for Service Level ManagementThe following steps are taken to implement Service Level Management in ITIL: Gather DataThe data is gathered through the following processes:
Build the PlanThe implementation plan should do the following:
Execute the PlanThe steps involved in the execution of the plan are:
Initiate the Ongoing Work of SLMThe reporting process should include abilities to alert the SLM team automatically when:
Post-implementation ReviewThe lessons which are learned should be well-documented so that any changes which should be made to the process to facilitate future process migrations can be identified. Risk & Challenges of Service Level ManagementThe challenges faced in service level management are:
The risks involved in service level management are:
ConclusionService Level Management thus makes sure that the targets which are set are precise and assessable, improving the levels of customer satisfaction and the relationship between the customers and the business. It ensures that there is a constant improvement in all the service levels even after the targets have been met. Give yourself a chance to grow in your Service Management career with the ITIL 4 Foundation certification training, and gain useful skills and best practices. Know more about Service Management best practices through Invensis Learning’s IT Service Management certification training on ITIL 4 Training and Certification, SIAM Foundation, SIAM professional, VeriSM, etc. VeriSM™ Foundation ITIL 4 Foundation SIAM Professional SIAM Foundation ITIL 4 Managing Professional Transition Previous articleWhat is Service Portfolio Management: Objective & Process Next articleWhat is a Project Management Plan And How To Develop One? Jacob Gillingham Jacob Gillingham is an Incident Manager with 10+ years of experience in the ITSM domain. He possesses varied experience in managing large IT projects globally. With his expertise in the IT service management domain, currently, he is helping an SMB in their transition from ITIL v3 to ITIL 4. Jacob is a voracious reader and an excellent writer, where he covers topics that revolve around ITIL, VeriSM, SIAM, and other vital frameworks in IT Service Management. His blogs will help you to gain knowledge and enhance your career growth in the IT service management industry. What are the direct focus area of service level management?SLM supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends. SLM ensures ongoing engagement with customers and users through feedback processing and continual service review.
Which of the following is the primary focus of the service management?Service Management focuses on providing value to the customer and also on the customer relationship.
What are the 4 dimensions of service management?These dimensions are:. Organizations and People.. Information and Technology.. Partners and Suppliers.. Value Streams and Processes.. Which one of the following is the purpose of service level management?The objectives of Service Level Management are to ensure that all IT services delivered to customers meet agreed-upon levels of quality and to establish and maintain agreements with customers on the service levels to be delivered.
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