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

Summary

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

Introduction

Analysis

  • 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

Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.