Gartner Research

ITIL Service-Level Management Process at Level 2 Maturity: Improvement in Silos

Published: 14 November 2011

ID: G00226441

Analyst(s): Milind Govekar , Tapati Bandopadhyay


The maturity of the service-level management process is critical for successful IT-business relationships. Level 2 is a critical preparatory step the SLM process targets to achieve goals internal to the I&O organization.

Table Of Contents
  • Overview


  • Why Improve SLM Process Maturity
  • The SLM Process at Level 2 Maturity
  • SLM and the Overall I&O Process Context at Level 2
  • How to Improve SLM Process Maturity to Level 2
  • Siloed Improvements and Localized Optimal Efficiency at Level 2 SLM
  • The SLM Process and I&O at Level 2: A Sample Story and Strength, Weakness, Opportunity and Threat (SWOT) Analysis
    • Story Card
  • SWOT Analysis of the Story and Response at Level 2
  • Bottom Line

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