Service Level Management

Service Level Management ties what IT is providing to what the University needs. Service Level Management prevents IT from offering "esoteric" services, and assists the University in understanding what is practical.

Contacts and Resources

Please see the Service Level Agreement template, attached to this page. "FV2" is the most recent version, and assumes your organization also has a "Global Service Level Agreement" that covers generic service levels for all services.

Predecessors/Before You Begin

Before you begin, you will need some form of change management, so that procedures can be ratified. Stakeholders need to agree on how procedures are approved.

Also, consider creating a "procedure procedure" that defines how procedures are created, modified, and removed. For example you may wish to have a step where procedures are reviewed for style, before they are approved.

Writing Procedures

ITSM best practices are predicated around written processes. These written procedures allow IT departments to have a standard, defined method of performing tasks. However, when it comes to the actual act of writing procedures, there's not much material available.

Predecessors/Before You Begin

Change management is defined in ITIL, COBIT, and other guides. These frameworks can provide a context for understanding change management.

Change Management

Change management is a prerequisite for many of the ITIL processes. Change management allows other processes, such as configuration management and IT Service Continuity Management, to update their records as production changes.

University-specific risks