Gartner Research

ITIL Service-Level Management Process at Level 3 Maturity: Integrate to Enhance Business Impact

Published: 18 November 2011

ID: G00226442

Analyst(s): Milind Govekar , Tapati Bandopadhyay


Integrated IT operations processes at Level 3 of I&O maturity ensure end-to-end service visibility. This enables the service-level management process to analyze the business impact of IT services, and take actions to improve service levels based on customers' requirements.

Table Of Contents
  • Overview


  • What's the Need to Improve SLM Process Maturity to Level 3
  • The SLM Process Maturity Status at a Level 3 I&O
  • SLM and the Overall I&O Process Context at Level 3
  • How to Achieve Level 3 in the SLM Process
  • SLM and I&O at Level 3: A Response Scenario and SWOT Analysis
    • SWOT Analysis of the I&O Response Scenario at Level 3
  • Bottom Line

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