Discipline: Service Level Management
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Tasks
Specify Process Purpose, Scope, Goals, and Capabilities
Communicate and Deploy Framework
Define Process Policies, Standards, and Conceptual Models
Determine Process Data Requirements
Identify Process Roles and Responsibilities
Assign Process Responsibilities to Organizations
Determine Process Procedures
Determine Process Relationships to Other Processes
Define Measurements And Controls
Create Project Proposals
Identify IT Requirements for SLA
Draft SLA
Perform IT Feasibility Analysis
Negotiate SLA
Prepare SLA Capabilities
Enact SLA
Collate Service Metric Data
Collect Customer Satisfaction Data and Trends
Generate Service Achievement Report
Plan Service Review
Evaluate Performance Against SLA
Review Service Results With Customer
Agree on Service Review Results
Review Service Results with Supplier
Identify Service Issues
Investigate Problem Issues
Identify Candidate Service Improvement Elements
Analyze Service Improvement Feasibility
Negotiate and Finalize Service Improvement Plan
Collect Feedback
Recommend Initiatives
Complete Evaluation
Communicate to Stakeholders
Produce Process Measurements
Research Trends and Best Practices
Review Existing Documentation
Assess Process Execution
Audit Process
Assess Process Framework
Collect Evaluation Results
Produce Gap Analysis
Manage Register of Service Stakeholders
Develop Stakeholder Relationships
Formulate Relationship Development Plans
Monitor Service Metrics
Identify Potential or Actual Service Breaches
Report Service Target Breach
Initiate Agreed Corrective Actions
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