Service Level Management Process
2 Service Level Management Process 2.1
Process Triggers
The service level management process is initiated as a result of one or more of the following triggers: • • • 2.2
A new service starts to be defined via the design and transition of new or changed services process Significant changes are made to an existing service, including decommissioning As a result of regular service reviews or audits
Process Inputs
The process of service level management requires a number of inputs in order to be able to function effectively. These may not always be available but will ideally be: • • • • • • • •
Service definitions Service requirements Information about planned service outages Details of the scope and timing of changes being implemented under change management (including those for which an outage is not expected) Key business operation cycles e.g. peak times at which service outages may become more urgent Organizational and contact information Availability of key support resources User and customer communication about service and satisfaction levels
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