Service Levels
Deliver and manage IT service levels in alignment with business strategies and organizational objectives. Leverage technology roadmaps and the service portfolio to introduce or obsolete services.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Service Levels at each level of maturity.
- 2Basic
- Practice
- Adjust service level offerings as significant needs are identified or disappear.
- Outcome
- The catalogue of IT services is managed tactically, but the process may be inconsistently executed across services.
- Metric
- Customer satisfaction ratings in relation to IT service provision.
- 3Intermediate
- Practice
- Establish Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for required services; and agree a standardized IT service level management process to review alignment with business needs.
- Outcomes
- The catalogue of services and service targets are documented in a way that is easily understood by the customer.
- The process ensures that agreed, specific, and measurable targets are developed for all services.
- Metrics
- % of services for which SLAs are established.
- % of services for which OLAs are established.
- Customer satisfaction ratings in relation to IT service provision.
- 4Advanced
- Practices
- Use advanced IT service level management techniques, together with architectural guidance and infrastructure management guidelines, to describe the service performance criteria that can be met.
- Use some automation, ‘what if’ analysis, and real-time dashboarding to track and monitor compliance with these service performance criteria.
- Outcome
- Advanced IT service level management techniques support the tracking and monitoring of SLA compliance, escalations, and resolutions.
- Metrics
- % of services for which SLAs are met.
- % of services for which OLAs are met.
- Customer satisfaction ratings in relation to IT service provision.
- 5Optimized
- Practice
- Automate service reporting and dashboarding capabilities to track and monitor all SLA compliance, escalations, and resolutions; and leverage industry best practice for continuous service delivery improvement.
- Outcomes
- The service dashboard provides a view of current service status to customers.
- A programme of continuous service improvement sustains a significant competitive advantage.
- Metrics
- Availability of a service ‘current status’ dashboard.
- % of services for which SLAs are met.
- % of services for which OLAs are met.
- Customer satisfaction ratings in relation to IT service provision.