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Implementing Service Quality based on ISO/IEC 20000: A Management Guide, Third Edition by Michael Kunas

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CHAPTER 10: SERVICE DELIVERY PROCESSES

The service delivery core area includes the planning, and the tactical level, of IT service management. In this area, the actual service levels are defined and agreed, and reports on the services, provided.

Service delivery includes the following processes: service level management, service reporting, capacity, service continuity and availability, information security management, and budgeting for IT services and accounting.

Service level management

Service level management aims to define, agree, record and manage service levels. The service level management process must ensure that the entire scope of the services is agreed and documented:

 

• All IT services, with corresponding service level objectives ...

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