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Industries
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Related Services
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Core Features
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| Getting the Service You are Paying For |
Service Level Management is a continuous improvement process designed to improve IT service quality by developing, monitoring and reporting on internal and external service agreements.
The time spent in establishing a detailed understanding between a supplier and a user can avoid huge problems later. Not all services are delivered consistently, over a long time period. Not all users can say that their requirements haven’t changed. Not all suppliers are eager to accept change requirements. Service Level Management addresses these issues with practical cost-effective solutions. |
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Common Industry Problems
Service delivery, whether internal or external, should have an agreement between the provider and the recipient. - “Gentlemen’s agreements” do not cover situations where service requirements are not met.
- User expectations are not met by supplier’s capability.
- Exceptional events create unforeseen changes in service levels that require new service levels.
- Changes in staffing bring changes in the service levels and if there are no agreements in place service levels deteriorate.
Changing service level agreements is difficult if a change mechanism isn’t negotiated as part of the agreement. |
NegenIT Does:
NegenIT provides multiple types of assistance ranging from setting up a Service Level Management group in an IT organization to assisting with the vendor negotiations for service level contracts. A typical Service Level Agreement should describe: - The services between the parties and related payments
- The levels of service to be delivered (e.g. response time, turnaround times, volumes)
- How the service levels will be measured
- How inadequate service levels will be rectified and/or compensated.
- How changes will be addressed.
NegenIT develops standard reporting and escalation processes for problem resolution. |
NegenIT Delivers:
NegenIT can implement a complete Service Level Management unit in the IT organization that will provide:- Service monitoring that identifies weak areas and enables improvement over time.
- Confidence in the supplier/user relationship by monitoring and managing the relationship.
- A basis for future change and continuous improvement in your IT organization.
- User confidence and a better understanding of IT operations as part of a strong relationship
To Learn More:
To learn more email NegenIT at solutions@negenit.com or call NegenIT at 416-421-2017. |
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