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A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

The planned removal of an item that might affect a service

A result enabled by one or more outputs

A possible future event that could cause harm

A service interruption resolved by the use of self-help tools

An addition or modification that could have an effect on services

Any change of state that has significance for the management of a configuration item

A cause or potential cause of one or more incidents

An unplanned reduction in the quality of a service

Incidents

Problems

Events

Requests

Management, control and prediction of the performance, utilization and capacity of individual elements ofIT technology

Review of all capacity supplier agreements and underpinning contracts with supplier management

Management, control and prediction of the end-to-end performance and capacity of the live, operational ITservices

Future business requirements for IT services are quantified, designed, planned and implemented in atimely fashion

'focus on value' guiding principle

service value system

'service request management' practice

four dimensions of service management

To establish and nurture the links between the organization and its stakeholders

To ensure that the organization’s suppliers and their performance are managed appropriately

To set clear business-based targets for service levels

To support the agreed quality of a service handling all agreed, user-initiated service requests

The value of a service

Service metrics

The total cost of a service

Key performance indicators (KPIs)

Service offering

Service provision

Service management

Service consumption

Focus on value

Keep it simple and practical

Start where you are

Progress interactively with feedback

Information should always be communicated

It has an intended purpose or a resultant actionD18912E1457D5D1DDCBD40AB3BF70D5D

Meetings are always the best method of communication

It is stored in the configuration management system

Service level management

Relationship management

Continual improvement

Service desk

This role ensures that activities are executed correctly

This role has ownership of the end result

This role is involved in providing knowledge and input

This role ensures the flow of information to stakeholders

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

To be the entry point and single point of contact for the service provider with all of its users

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests

To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Understanding which service requests can be accomplished with limited approvals

Creating new workflows for every service request

Separating requests relating to service failures from the degradation of services

Eliminating service requests which have complex workflows