Service Level Management Defintions / SLM DO'S & DON'T"s / Implementation / Why SLM ?

Contents

INTRODUCTION

SERVICE LEVEL MANAGEMENT (SLM)

TOOL OF SERVICE LEVEL MANAGEMENT:

THE DEVELOPMENT OF SERVICE LEVEL MANAGEMENT:

SERVICE SYSTEM LAYERS:

SLM DO'S:

SLM DON'T"S:

IMPLEMENTATION OF SLM

Introduction.

Findings / Reflections.

Costs: SLM a continuous process.

WHY SLM?

RESOURCES.

Introduction

For the "Total Quality Management" presentation we have found a new quality control system in Information Technology is called "Service Level Management". The topic seemed interesting to us and when one of our team members "Guy" is working on it we have found that this is the great chance to know this Service Level Management by working on it with him for the class presentation.

Service-level management, including quality of service, service-level agreements, and service assurance, is a hot topic in IT circles. One study by Enterprise Management Associates found that 21% of the IT managers interviewed couldn't even define service level management, which shows that is a new management in IT.

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But this Service level management is spreading within all the service organizations.

Service level management (SLM) was also a hot topic in the late 1970s. At that time, IT was looking for a way to manage user expectations, justify the cost of data processing and show what a good job it was doing.

At the latest count Enterprise Management Associates found that over 100 companies claim to have Service Level Management product offerings. There are large, long-time vendors like BMC, Computer Associates, IBM/Tivoli and Hewlett-Packard. The midsize vendors include Concord, Desktalk, Luminate and Micromuse. And finally there are a large number of start-ups, including Info Vista, Response Networks and FirstSense.

The industry has started to understand distributed SLM and many products are currently here. With smart planning, careful tool selection and good communications between IT and users, SLM can be a key component to IT's successful...