http://www.slm-info.org/2022/04/27/data-room-software-for-business-analysts-and-legal-teams
The ITIL Service Level Management process seeks to negotiate, define, and agree and monitor service levels with customers. It works closely alongside other processes such as Capacity Management or Availability Management to ensure services are provided at a satisfactory level.
Ideally, the service level management process begins by determining what requirements must be provided and at what dates. This is done with input from both the business and the IT team. This will enable you to establish attainable and relevant goals that are both achievable and relevant for your business. Teams should also work together to determine how these targets are analyzed and what impact this has on the customer experience.
After these targets have been established, the SLM process should start by signing agreements with customers and setting out the requirements for service level. This includes describing services (including what is included and what’s not, so that there is no room to miss the mark) setting out escalation and responsibility procedures, and setting performance metrics. This should be documented as an SLA.
The SLM process should also include a strategy to monitor and report on service level compliance which is constantly reviewed to determine if objectives are being met or not. Automated alerting is essential. SLM must be coordinated among teams to ensure that everyone knows what they are accountable for and ensures that the services are maintaining the agreed-upon service levels.
Vélemény, hozzászólás?