Service Level Management
As defined by Information Technology Infrastructure Library (ITIL), you can enter into three types of agreements:
• Service Level Agreements (SLAs) – Agreements between the customer and the Service Desk on the level of service provision delivered to the customer.
• Operational Level Agreements (OLAs) – Agreements made between internal IT departments of an organization; for example, Network management and IT Operations.
• Underpinning Contracts (UCs) – Contracts between the Service Desk and an external supplier.
When RjR consultants install your ITSM product, they can assist you to manage and maintain the quality of your IT services. They can review the level of performance achieved by the IT Service Desk through a continuous cycle of agreeing, monitoring and reporting upon IT service level performance. With Service Level Management agreements you’ll deliver high levels of IT support service with the same growth in head count.