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...
