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USMBOK™: USM410
Service Level Management
The service level management (SLM) knowledge area represents the operational activities performed to manage service levels on a on a day-to-day basis in support of the service level agreements. SLM manages the coordinates the activities of the service provider organizational (SPO) units involved in the provision and support of services.
SLM ensures the SPO teams understand their individual and collective responsibility, and works across teams to monitor and report on service level attainment. On occasion, SLM also represents the service planning function in negotiations with customers, SPO teams, and third-party external vendors.
Charter Statement:
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To operations manage the day-to-day service level delivery and attainment reporting, and negotiate service level objectives with the service operations and infrastructure management responsibilities based upon the contents of the service level agreement.
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To arbitrate service level issues with those responsible within the service provider organization and with third-parties.
Service Level Management Quick Links
Best PracticesKey Performance Measures
Additional information on this topic is included in the Guide to the USMBOK and supporting reference materials.
Key Objectives
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The following key objectives are just some of those commonly found within this topic's standard operating practices:
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Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Further information is available in the Guide to the USMBOK
More...
The USMBOK provides a significant amount of additional information on each element of the framework, including this area. The additional information includes:
Best Practices :
Best practices represents a technique or method that through experience and research has reliably led to a desirable level of operation. The USMBOK provides specific guidance on the 'best practices' required to design, implement and sustain an efficient and effective operation and offer these through a subscription based service, the
Best Practice Statement Library.
Key Performance Measures :
The efficiency and effectiveness of an operation is measured through its 'performance'. The Performance Management Framework (PMF) provides three levels or types of measures to help manage performance from the strategic, tactical and operational perspective.
The USMBOK provides specific guidance on these 'key performance measures' through a dedicated, subscription based service, the
Key Performance Measure Library.
Extensions:
An 'extension' is an approved additional relevant reference to the USMBOK and typically in the form of :
- A book or publication with an ISBN or similar reference;
- A website page or pages;
- A white paper;
- A personally penned article or report;
- A periodical article or newsletter item;
More information on the available extensions and how they may be accessed or contributions submitted can be found here:
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