In this section, we will first have a look at IT service management practices, followed by a look at some assessment questions, the answers to which are given at the end of the chapter.
The following are some of the important aspects of service level management:
- An 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 a service still rests with the service receiver.
- It is...