Service Level Management is the process by which an organization identifies and agrees on the level of IT service needed to support the business and defines a mechanism to monitor the identified service levels to see that they are being achieved.

Tiberone has vast experience in this area and understands that the objective of IT Service Level Management is to define in Service Level Agreements and then to deliver realistic, quantifiable availability (Utility) and performance (Warranty) objectives that reflect business goals.

By fulfilling this function through the Tiberone implementation process, the BMC Service Level Manager aligns IT with business priorities and expectations and realises the goal of Business Service Management.

There are a number of business processes that form part of BMC Service Level Management:

• Reviewing existing services

• Negotiating with the Customers

• Reviewing the underpinning contacts of 3rd party service providers

• Producing and monitoring the Service Level Agreement (SLA)

• Implementation of Service Improvement policy and processes

• Establishing priorities

• Planning for service growth

• Implementation of Service Improvement policy and processes

For more information regarding Service Level Management, please contact us.