The Service Level Management Process (MSM) is responsible for finding a realistic trade-off between the needs, expectations and cost of associated services, so that they are accepted by customers and the IT organization. The objective is also to ensure that all existing IT services will benefit from an agreed level of IT service and that future services will be provided for achievable purposes. Service level management is also responsible for ensuring that all appropriate agreements are in place at the operational level and support contracts for the supervision of creditors and other groups. Overview – Service Level Agreement – Content – Types of support required and support levels – Service Level Requirements/ Targets The Service Level Agreement expands the definition of service level from the service catalog and sets detailed service level objectives, mutual responsibilities and other service-specific requirements specific to a particular (group) service (s). The emphasis is on defining requirements from the customer`s point of view. Settlement-level agreements are automatically set to “obsolete” status when the end date is set. However, if necessary, they can implement an agreement at the prematurely obsolete operational level. Outdated enterprise-level agreements are no longer taken into account in the business rules of the service package. Often, the process of implementing OLAs can be difficult. This is easy to understand because no one wants to expect an impact if they do not fulfill their core missions or the responsibilities agreed to under the OLA.
You need to ensure that the goal is to optimize the delivery of IT services to customers and users. There must be a common group that defines and implements OLAs together. Screen monitoring is at the heart of AMD, which means that if IT recognizes that the provision of IT services is a horizontal end-to-end process and not a vertical process of technology, everyone wins. Create an agreement at the operational level after you`ve created a team. For more information, please see Create a Team. For example, your organization may have a team that provides e-mail services to customers and a team responsible for making web hosting available. In this case, you have an agreement at the operational level between the web hosting team and the messaging service team. (z.B. to SLAs superior to the corporate or customer level, which also apply to this agreement) If the underlying OLA (s) do not exist, it is often very difficult for organizations to go back and enter into agreements between support teams to provide the OLA. OLA (s) should be seen as the basis of good practice and common agreement. The success of the introduction of ITIL depends on inter-process interaction and shared responsibility.
For ITIL to succeed, the entire IT organization, including the staff and management of all silos, must work together as a service delivery chain. The SLA document develops from the service level requirements during the service design process.