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ITRO® Disciplines: Service Level Management

As part of Maryville's ITRO® methodology, Service Level Management focuses upon maintaining and gradually improving service quality by:

• Continually agreeing, monitoring, and reporting on IT Service level achievement
  
  
• Instigating service improvement programs to ascertain root causes and to make implementation recommendations
  
  
• Continually communicating to reach service level target agreements that foster long term working relationships

Key ITRO® Service Level Management process benefits include:

• Improved level of IT customer perceived quality in the IT products and services delivered to the IT customer
  
  
• Improved recognition of quality issues and negative performance before an impact to the IT customer is realized
  
  
• Initiates an IT customer advocacy discipline within the overall IT organization
  
  
• Improved resolution of problems associated with critical business outages or service 'misses'
  
  
• Availability measurement provides a ‘common’ measure which both parties to a Service Level Agreement can understand
  
  

  View ITRO Service Level Management Information Sheet (PDF, 230K)

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