Service level management is the process of ensuring that ICT services are supported to an acceptable level. It involves understanding the ICT requirements of the end-users and working within the constraints of available resources.The result is an agreed, consistent level of service that end-users can come to expect.This agreement is between those responsible for ICT and the end-users, who are usually represented by one or more people from each area or department.Once agreement is reached, the service level management process facilitates the creation of underpinning agreements with third parties involved in the service provision.
| Assign roles |
| Create Service catalogue |
| Document all ICT services provided |
| List the components involved in providing each service with a unique ID |
| List the end users of each service |
| Estimate current service levels provided to identify perceived priorities |
| In the service Catalogue document the service level plus |
| Component availability the hours each component is available |
| Response time estimated speed of the response to a fault |
| Fix time estimated speed of resolution |
| Supported by - function, department or thirds party responsible |
| Hours of support - hours of availability of support |
| Agree and publish service levels with end-users |
See how our Service desk aligns with key FITS requirements
For additional information visit the Becta Site on FITS