Service Level Management (SLM)

As a Shared Service Provider (whether you’re IT, Marketing, Facilities, Accounting, Finance, etc.), your customers have high expectations of you whether you have formal agreements in place or not. None of us have a contract with Amazon.com, but we expect that we can place an order in seconds and get our products within a few business days. Being able to agree and communicate service levels, then be able to monitor, measure and report on them will help both the supplier and the customer. The Service Catalog is a key enabler and required technology to achieve this goal of Service Level Management (SLM).

So how does a Service Catalog relate to SLM? Well, done correctly, your Service Catalog should be directly linked to your SLM process. This is no small task, however. Most practitioners setting out with their first generation Service Catalog struggle to get their Service Level Agreements (SLAs) documented and incorporated into the catalog. This is a noble achievement, but in no way does it provide SLM. True SLM means you are able to monitor, measure, and report against your SLAs. Be careful to differentiate “infrastructure SLM” versus “service SLM”:

  • Infrastructure SLM typically refers to KPIs related to “uptime”, “availability”, “# transactions” and other metrics related to the technical performance of technology components

  • Service SLM refers typically to the time it takes to service customers and fulfill tasks and requests, measured in an SLA-guaranteed time frame such as hours or days.

Since an Actionable Service Catalog empowers users to make requests directly and those requests are integrated into your fulfillment workflow, then the Service Catalog enables you to live up to service levels you communicated to the user and provides the requisite measurement and reporting to prove it. For example, if your service request indicated that it would be delivered in five business days, the Service Catalog should be able to monitor, measure, and report on your performance, therefore providing true SLM for requestable services. Make sure that your services not only have Service Level Objectives (SLO) tied to them, but that they are measurable.

For purposes of your Actionable Service Catalog, your SLOs are typically measured in time such as time to respond (in hours), time to resolve (in hours or days), or due date (number of days to fulfillment).

PMG Service Catalog Suite SLA Performance Report

In PMG Service Catalog Suite, all services can have one or more SLAs tied to it. This achieves several goals:

  • Clear communication of service levels and expectations to your customers

  • Monitoring or your SLA compliance and risk, with notifications and analytics to help manage better

  • Measurement of your SLA compliance to aid in process improvement and enforcement

  • Reporting to illuminate process flaws, bottlenecks, and success or failure

 

For more information, contact us today.