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Tuesday, March 6, 2012

Relationships with Other Service Management Processes

Service Level Management interacts with and to an extent depends on all other Service Management processes. Some of these relationships are more important than others, but SLM cannot deliver to its fullest potential unless all SM processes are fully implemented and effective. The following are the processes with which Service Level Management (SLM) interacts:

Service Desk and Incident Management

There are key relationships with the Service Desk and Incident Management, which, in seeking to restore service as quickly as possible following an Incident, directly underpin the delivery of the service levels to which SLM has committed on behalf of the IT provider.

Problem Management

Problem Management has a clear role in dealing, both reactively and proactively, with Problems that might give rise to Incidents that undermine the delivery of the service.

Change management

Effective change management is clearly critical to maintaining service levels because badly managed and poorly planned change can lead to disruption of services and failure to achieve against SLAs.

Release Management

Sound Release Management minimizes service disruption, ensures releases are deployed at times that suit the customer and minimizes incidents due to releases that are either poorly managed or ill-conceived.

Other Processes

All processes will report to SLM on issues, opportunities and performance, thereby supporting SLM in its reviews with customers.
Availability Management, Capacity Management and Service Continuity Management are concerned with ensuring that services continue to deliver the service levels included in the relevant SLAs. SLM, as the primary contact with the customer, will provide information on required service levels and on upcoming changes to the business. In return, these processes will report to SLM on performance and make proposals for service improvement.

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