Gartner Research

Use This 10-Step Approach to Service-Level Management to Deliver Business Value

Published: 14 August 2013

ID: G00253241

Analyst(s): Jeffrey Brooks, George Spafford , Ian Head


When service-level agreements are rooted in real business needs and managed to enhance value, I&O leaders can create positive business relationships and target areas for improvement. Use Gartner's approach to service-level management to initiate or improve your SLA targets.

Table Of Contents
  • Key Challenges



  • Step No. 1: Appoint an SLM Champion
  • Step No. 2: Identify a Customer and IT Service for the Pilot Project
  • Step No. 3: Understand Basic Business Direction and Needs
  • Step No. 4: Identify Potential Service Level Requirements
  • Step No. 5: Document Basic Customer Service-Level Requirements
  • Step No. 6: Compare SLRs to Current Performance and Investigate the Gaps
  • Step No. 7: Report Findings, Negotiate and Plan the Deployment
  • Step No. 8: Agree on Improvement Cycles and Activities
  • Step No. 9: Create and Finalize the SLA
  • Step 10: Evaluate the Pilot and Monitor Ongoing Performance
  • The Bottom Line

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