SFIA Service level management SLMO

This page provides deep dive guidance and additional material to help individuals and organisations use and apply this SFIA skill effectively. It supplements the SFIA reference material.

SFIA v6 definition of Service level management

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.

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• The skill extends from SFIA level 2 to SFIA level 7. This is the widest span of skill levels found in SFIA. This makes extra care should be taken to consider the extent of responsibilities required. It spans from operational, administrative level 2 to strategic level 7 and all points between.

If you are looking for skills relating to:

• the overall governance of enterprise IT; try SFIA IT governance GOVN
• stakeholder relationship management; try SFIA Relationship management
• the management of the portfolio of IT programmes, projects and services; try SFIA Portfolio management POMG
• the management of IT infrastructure and resources; try SFIA IT management
• the definition and maintenance of a Service architecture; try SFIA Enterprise and business architecture STPL
• the resolution of problems in order to meet service levels; try SFIA Problem management PBMG
• the overall control and management of service availability; try SFIA Availability management

• ITIL
• ITSMF International: Independent and internationally recognised forum for IT Service Management professionals worldwide.
• IT4IT™ Reference Architecture: IThe IT4IT Reference Architecture provides prescriptive, holistic guidance for the implementation of IT management capabilities for today’s digital enterprise. It is positioned as a peer to comparable reference architectures such as NRF/ARTS, TMF Framework (aka eTOM), ACORD, BIAN, and other such guidance.
• CMMI® for Services, CMMI-SVC, V1.3 Improving processes for providing better services
• ISO/IEC 20000-1

Pragmatic Application of Service Management: The Five Anchor Approach by Suzanne Van Hove & Mark Thomas Create a more robust service management system using the best of ITIL®, ISO/IEC 20000-1, COBIT®, and CMMI®-SVC. Although ITIL's popularity as a framework for IT service management (ITSM) continues to increase, a number of organizations have realized that its approach is sometimes not quite enough on its own.

• Technology Leadership
• Service management
• IT management
• Service Architecture
• Business Relationship Management / Business Partners

By focusing on work outputs/work products we can move the focus from activity/knowledge to performance and provide a direct link to business results. See 6 boxes model.

Leading

• senior stakeholder relationships (internal and external)
• service management strategy
• sustainable culture for service management
• sufficient resources and capability to enact service management strategies

Managing

• service management decision-making processes and decisions
• effective service management meetings and meeting structures
• plans for improving services
• plans for improving service management capability
• operational governance processes and standards
• service catalogue
• service level agreements
• service management process architecture
• resolved conflicts
• service analytics and insights

Doing

• service management reports - regular and exceptions
• logs of issues and actions
• customer surveys
• operational reports
• templates and job aids