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Service Level MGT

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Joined: Feb 20, 2007
Posts: 6

PostPosted: Thu Mar 08, 2007 8:06 pm    Post subject: Service Level MGT Reply with quote

Hi All,

I need some assistance regarding SLM implementation.

We have a Group IT function that is mainly strategic, policy & procedures, business solutions etc and a separate IT dept that contains service desk, Apps Support, infrastructure support etc.

I'm trying to decide where the SLM function should sit? I'm leaning towards the Group IT dept having overall responsibiltiy for the framework, documentation etc.

Secondly who should be the IT owner (signatory) of the SLA and manage the Customer relationships?

Any help gratefully received.


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Joined: Sep 27, 2006
Posts: 91

PostPosted: Thu Mar 08, 2007 8:19 pm    Post subject: Reply with quote

Hello Chris,
I always thought that the best people to own SLM are account managers, in such a context a sales manager will be a good candidate to own the process.

After reading the article Fabien Papleux posted on this forum, I found that SLM is beneficial if distributed between the Service Desk and the Sales functions.

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Senior Itiler

Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Sun Mar 11, 2007 11:09 am    Post subject: Re: Service Level MGT Reply with quote

Shanners wrote:

Secondly who should be the IT owner (signatory) of the SLA and manage the Customer relationships?

As far as who should be the IT owner (signatory) of the SLA, remember that SLAs are not between functional groups and the IT users. It is between the IT organization as a whole and the IT users. With this understanding, the signatory on the IT side should be the person in the organization who is fully accountable for the entire IT organization. This is typically a CIO in a large organization or a Director of IT in a smaller company.

Who should manage the relationships is a completely different question. The person who manages the relationship has to have the technical knowledge of an IT professional and the business knowledge of a MBA. OK, maybe not that much business knowledge, but they must be very comfortable talking to the business in business terms. They must then translate those business requests into something that is actionable by the IT organization.

If you find a good Service Level Manager who is able to negotiate with both the IT and business groups, then pay them well and make sure their efforts are recognized. They are hard to come by.
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Joined: Mar 22, 2007
Posts: 1
Location: South France

PostPosted: Fri Mar 23, 2007 2:23 am    Post subject: Reply with quote

Hi Chris,

All comments are correct, but to answer closely to your case I think

- the GroupIT team who seem be be more like analysts should own the SL Management, in terms of ownership facing the Account Manager, Director. This for reporting and ownership of any corrective actions/plans

- the Group IT team should work closely with the IT infra team lead to
* agree SLs as the IT team knows the truth on feasibility and risk etc
* ensure corrective actions/plans are owned and progressed if some actions go the way of the IT support teams

Hopefully a Chinese Wall there is not.
This would ensure the support teams are not bogged down under SL pressure and issues

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