Service Level Management: Keys to Effective ITIL System Implementation - Essay Sample

Introduction

The service level management is a system that consists of operating level agreements, service level agreements, underpinning contracts, and service catalogs. The primary key in the IT service management discipline is when an organization is implementing the ITIL system. In most cases, the SLM relies on the service provider as it can connect well with the SLA (Trygar & Bain, 2015). As a result, the SLA ensures that the necessary support information such as change and incident management are robust enough and in place. The essay will elaborate more on the benefits of SLA.

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If the SLA does not create the change, then the SLM will take care of customer expectations until the service provider responds to the SLA. This happens because the SLM negotiates the SLA to the customer service provider. For this to take place, all involved parties, such as IT support, third parties, and end-users, have to be involved (Trygar & Bain, 2015). As a result, the SLA manages to elaborate more on the requirements of the customer by addressing the availability, capital, operation, financial, support, and technical issues.

Every operational level agreement has a connection between all internal support groups. The primary aim for these agreements is to support the response of groups, make changes, and resolve matters promptly if the system is not breached. A suitable example is the standard change management (starter process) because it involves groups from the Desktop support to procurement (Trygar & Bain, 2015). Each group, in this case, is aware of the time to be taken before the next team receives their task. Everyone, in other words, uses the SLA platform with the customers.

The Benefits of SLAs

The SLA needs a degree of compromising platform that prioritizes service provision under its cost, availability, and capacity. In any consistent or formal approach, it enables the creation of SLAs must have acceptable and achievable price. Immediately the OLAs, the associated Underpinning contracts, and SLAs are in place. The performance of service is then monitored to see if targets are achieved (Sharaf & Djemame, 2014). Even though reports are produced, they must comply with the regular views of both the suppliers and customers.

The SLA also acts upon where performances are below the set levels by triggering the SLM to apply the correct action. When the operation is complete, the indicators and metrics like the support ticket response, web service uptime, and the app server) show the delivery of the service and the efficiency (Sharaf & Djemame, 2014). Everything is then regulated and laid out by the SLA even though the document covers more information.

Even though the SLM can change the optimizing delivery of IT, it also processes the information from SLM from both the business and technical standpoint. As a result, the SLM allows the users to define demand, review opportunities that need improvement, and monitor the performance of the business. One advantage of the SLAs is that it can assist the user in resolving weaknesses and misalignments, thus making sure that the company receives optimal IT support and service (Wang, Sun & Chen, 2015). The SLA also ensures the business benefits by increasing customer retention and satisfaction, maximizing the business unit production, and boosting the profits and revenues.

Another benefit of the SLM is that it optimizes the service delivery speed, improves the ability for the company to monitor the SLAs, and increases the IT involvement in business planning. Today, where industries are consolidated, and market places are contested, SLAs are the only systems that make them thrive and survive. However, even though they are costly while implementing, the SLM has to be put in place. This is because they are the growing dependence of businesses when it comes to IT reliability and performance (Wang, Sun & Chen, 2015). This means that the reason why many companies choose SLAs is because of its efficiency.

Conclusion

The service level management is a system that consists of operating level agreements, service level agreements, underpinning contracts, and service catalogs. This is because the SLM relies on the service provider as it can connect well with the SLA. In most cases, SLAs are the only systems that make them thrive and survive when it comes to IT reliability and performance. However, for the SLA to operate, it needs a degree of compromising platform that prioritizes service provision under its cost, availability, and capacity. This is to ensure that the necessary support information such as change and incident management are robust enough and in place.

If the SLA does not create the change, then the SLM will take care of customer expectations until the service provider responds to the SLA. One advantage of the SLAs is that it can assist the user in resolving weaknesses and misalignments, thus making sure that the business receives optimal IT support and service. The SLM allows the users to define demand, review opportunities that need improvement, and monitor the performance of the company. This is because there is a level agreement that has a connection between all internal support groups. Therefore, all systems must comply with the regular views of both the suppliers and customers. Everyone, in other words, uses the SLA platform with the customers. That is the reason why many businesses choose SLAs is because of its efficiency.

References

Sharaf, S., & Djemame, K. (2014). Enabling service-level agreement renegotiation through extending WS-Agreement specification. Service Oriented Computing and Applications, 9(2), 177-191. doi: 10.1007/s11761-014-0159-5

Trygar, T., & Bain, G. (2015). A Framework for Service Level Agreement Management. MILCOM 2005 - 2015 IEEE Military Communications Conference, 101-135. doi: 10.1109/milcom.2005.1605706

Wang, C., Sun, L., & Chen, H. (2015). The Cloud Service Agent Model Based on Service Level Agreement. 2015 International Conference on Network and Information Systems for Computers, 2(2), 114-135. doi: 10.1109/icnisc.2015.70