Planning the process of service level management

There are several key questions that need to be answered when planning for service level management.

• What service do we provide?
• Who are our customers and what services does each customer use?
• What are the key elements or what elements of each service should be measured?
• How will I measure these things?
• What is my current level of service for each service?
• Do I have contracts or OLA’s in place for each element of the service to be delivered?
• Do the performance tagets in the contracts or OLA’s support the service levels I am required to deliver to my customer?

when each of these questions has been answered and any rectification activities performed you are ready to begin implementing service level management.