IT Service-Level Management

In this section, you will first look at IT service management practices, followed by some assessment questions.

The following are some of the important aspects of service-level management:

• A Service-Level Agreement (SLA) defines the nature, expectations, escalations, and other relevant information for the services being offered.
• The SLA should be documented in non-technical terms and serve as the basis for measuring and monitoring services.
• Service-level management is the process of defining, documenting, and managing service requirements.
• The following characteristics should be considered to define an SLA:
  • Accuracy
  • Completeness
  • Timeliness
  • Security
• It is very important to monitor service levels at regular intervals to ensure that the objective of the service is achieved.
• It must be noted that when service delivery is outsourced, the accountability of the service still rests with the service receiver.
• It is the organization...