Before I come to my four boards, leave us on the same page as what service level management is. This is not the same as an annual review meeting to discuss existing agreements (although these are obviously essential), but regular meetings to see if expectations are met. Such regular assessments and a robust claim procedure will once again show your customers that you are serious about meeting their needs, which can only help you strengthen your relationship. If the underlying OLA (s) do not exist, it is often very difficult for organizations to go back and enter into agreements between support teams to provide the OLA. OLA (s) should be seen as the basis of good practice and common agreement. If your organization provides a lot of services and meets expectations, you probably won`t hear anything – people often complain quickly, but don`t usually praise you for being able to “leave the light on.” This is one of the reasons why it is important to organize regular service level checks to inform their customers of your service. The Service Level Management Process (MSM) is responsible for finding a realistic trade-off between the needs, expectations and cost of associated services, so that they are accepted by customers and the IT organization. The objective is also to ensure that all existing IT services will benefit from an agreed level of IT service and that future services will be provided for achievable purposes. Service level management is also responsible for ensuring that all appropriate agreements are in place at the operational level and support contracts for the supervision of creditors and other groups. Effective management of the level of service requires discussion, agreement and understanding between the parties.
To quote the ITIL 4 definition mentioned above, its purpose is to “… Set clear operational objectives for service levels. Well, these discussions and negotiations can`t be effective if you don`t really involve your client. It may seem simple, even obvious, but it`s fun to see how often “light” things tend to be overlooked. Whereas an ALS is an agreement that your organization has with its client. An OLA is, in the words of ITIL v3 (as I have not yet seen in ITIL 4), “an agreement between an IT service provider and another part of the same organization.” The most common – and simplest – example is an agreement between the IT desk department and a support group that works to resolve an incident within the allotted time.