CHAPTER 5: SERVICE LEVEL MANAGEMENT
“Well done is better than well said.” Benjamin Franklin
According to ITIL®, the primary objective of service management is to ensure that “the IT services are aligned to the business needs and actively support them.” IT supports the business, but also acts as a change agent for business transformation.
Service management is critical to successful change in adopting new technology for cutting edge IT. The lifecycle Plan-Do-Check-Act is elegantly simple as a high-level process, as defined in the ISO quality standards including ISO20000 (Information Technology – Service Management). Service management does not begin with operations after technology deployment, but is part of the earliest planning and design stages ...
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