Process: A24 - Service Level Management
Service Level Management is the process of negotiating, defining, measuring, managing and improving the quality of IT services at an acceptable cost. To get more information, select Description (introduction and list of tool mentors), Work Breakdown Structure (workflow diagram and table), Team Allocation (table of roles), or Work Product Usage (table of work products).
DescriptionWorkflowRolesWork Products
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CollapseWork Product Breakdown  
Breakdown ElementModel InfoEntry StateExit StateDeliverableTypePlannedMultiple OccurrencesOptional
  
Change Request
Output   Work Product   
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Customer Input
Mandatory Input   Work ProductYes  
  
Customer Organization
Mandatory Input   Work Product   
  
Customer Profiles
Mandatory Input   Work Product   
  
Customer Satisfaction Issue
Output   Work ProductYes  
  
Customer Satisfaction Results and Trends
Mandatory Input   Work Product   
  
Incident
Output   Work Product   
  
Incident Information
Mandatory Input   Work Product   
  
Problem Information
Mandatory Input   Work Product   
  
Projected Service Outage
Mandatory Input   Work Product   
  
Project Proposal
Output   Work ProductYes  
  
Service Achievement Reports
Mandatory Input,Output,Optional Input   Work ProductYes  
  
Service Event Data
Mandatory Input,Output   Work Product   
  
Service Execution Metric Data and Reports
Mandatory Input   Work Product   
  
Service Improvement Input
Mandatory Input,Output   Work ProductYes  
  
Service Improvement Plan
Mandatory Input,Output   Work ProductYes  
  
Service Level Agreement
Mandatory Input,Output   Work ProductYes  
  
Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs)
Output,Mandatory Input   Work ProductYes  
  
Service Level Communication
Output   Work Product   
  
Service Level Feasibility Request
Output   Work ProductYes  
  
Service Level Feasibility Response
Mandatory Input   Work ProductYes  
  
Service Level Management Activity Data
Mandatory Input   Work ProductYes  
  
Service Level Management Evaluation
Optional Input,Mandatory Input,Output   Work ProductYes  
  
Service Level Management Framework
Mandatory Input,Output   Work ProductYes  
  
Service Level Package
Mandatory Input   Work Product   
  
Service Level Relationship Strategy
Mandatory Input,Output   Work Product   
  
Service Level Requirements
Mandatory Input,Output   Work ProductYes  
  
Service Level Stakeholder Register
Mandatory Input,Optional Input,Output   Work Product   
  
Service Metric Data and Reports
Mandatory Input,Output   Work ProductYes  
  
Service Outage Analysis
Mandatory Input,Optional Input,Output   Work ProductYes  
  
Service Pricing and Contract Information
Mandatory Input   Work ProductYes  
  
Service Provider Review Input
Mandatory Input,Output   Work ProductYes  
  
Service Request Reports
Mandatory Input   Work Product   
  
Service Resilience Plans
Mandatory Input   Work Product   
  
Service Resilience Reports
Mandatory Input   Work Product   
  
Service Review Results
Mandatory Input,Optional Input,Output   Work Product   
  
Stakeholder Notification
Output   Work Product   
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