Abstract
We survey actual practices of IT SLM (Service Level Management) in large organizations. The survey is based on a comprehensive analysis framework, called ESLAM (Extended Service Level Analysis Model) that considers (a) service level variables, that are what SLM measures (b) service information system, that processes information on service level technology, and (c) service organization that defines roles and procedures to run SLM. The survey was based on face to face interviews to both IT intensive (Banks and Telcos) and non-intensive (as Railways) organizations and has considered also context variables, as size and organizational shape, to develop correlation analysis. The survey has identified key drivers of SLM maturity and shown that IT intensive organizations, as banks and telecommunications, develop a more mature SLM. Also SLM maturity is unrelated to organizational size.
Highlights
The Service Level Management issueIT Service Level Management (SLM) is the process through which IT Service Levels are planned, monitored and controlled, namely the classic Anthony’s cycle (Anthony, R.A., 1966)
These Service Level Agreements (SLA) may contain in turn services and related SLA of outsourcers, e.g. an IT department may provide web ticketing services, composed by network services supplied by telecom operators, a front-end portal run by a software provider and, a home made backend software
Findings on SLM profile are summarized onto the three ESLAM dimensions, namely (a) service variables (b) service information systems (c) service organization
Summary
IT Service Level Management (SLM) is the process through which IT Service Levels are planned, monitored and controlled, namely the classic Anthony’s cycle (Anthony, R.A., 1966). SLA are used by companies to define contracts with outsourcers and, increasingly, to define service levels of the IT department. The IT corporate department issues SLA for the panoply of services supplied to corporate user departments. These SLA may contain in turn services and related SLA of outsourcers, e.g. an IT department may provide web ticketing services, composed by network services supplied by telecom operators, a front-end portal run by a software provider and, a home made backend software. A simple software application may imply several SLA and, the final service level to the end users may result from many intertwined service elements, that include network, server, software and alike.
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