6-1-3 Service delivery
“Service delivery” is a set of processes for implementing long-term plans
for and improvements to IT services, and is one part of the ITIL framework. It consists of five processes, and by executing them, stable IT services can be provided.
The processes of service delivery are summarized below.
(1)Service level management
“Service level management” is the process of maintaining and making
improvements to the service level based on the agreement between the IT
service provider and user.
The “service level agreement (SLA)” and “service level management
(SLM)” are executed and managed in order to ensure quality and provide
stable IT services.
Reference
SLA
Abbreviation for “Service Level Agreement.”
Chapter 6
●Service level agreement (SLA)
A “service level agreement” is a “quality assurance agreement” formed
between the IT service provider and user with respect to the management
of operations, and it defines the quality and scope of the IT services. The
agreement includes the scope of the system services, pricing, support
hours, target recovery time for system failures, etc.
This form of contract was originally popularized by telecommunications
carriers to guarantee the quality of communications in network services.
Standards are set for things like minimum data transfer speeds and maximum downtimes, and rules for penalties and compensation are stipulated
for instances where the standards are not met. These agreements are currently utilized in a wide range of IT services.
Service management
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