Office of Information Technology

Service Level Management Process

Overview

The Service Level Managment process is responsible for negotiating achievable service level agreements throughout OIT and ensuring that these are met. The process is responsible for ensuring that all OIT service management processes, operational level agreements and underpinning contracts are appropriate for the agreed service level targets. Once implemented within OIT, the service level management process will monitor and report on service levels, hold regular service reviews with customers, and identify required improvements. The process is scheduled to be implemented within OIT from July 2014 through June 2015.

ITSM (IT Service Management) Improvement Program

ITSM timeline.
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