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    ojajah
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    This document contains 36 questions to assess an organization's service level management capabilities across 5 levels. The questions cover prerequisites like service definition and identification of customers and services. They also address management processes like disseminating purpose and benefits, assigning responsibilities, and monitoring service levels. Further questions cover documentation, quality control, management reporting, external integration, and customer satisfaction. Achieving the level requires answering "Y" to mandatory questions and one other.

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    This document contains 36 questions to assess an organization's service level management capabilities across 5 levels. The questions cover prerequisites like service definition and identification of customers and services. They also address management processes like disseminating purpose and benefits, assigning responsibilities, and monitoring service levels. Further questions cover documentation, quality control, management reporting, external integration, and customer satisfaction. Achieving the level requires answering "Y" to mandatory questions and one other.

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    © All Rights Reserved
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    Download as pdf or txt
    162 views2 pages

    Assessment Questions - Service Level Management

    Uploaded by

    ojajah
    This document contains 36 questions to assess an organization's service level management capabilities across 5 levels. The questions cover prerequisites like service definition and identification of customers and services. They also address management processes like disseminating purpose and benefits, assigning responsibilities, and monitoring service levels. Further questions cover documentation, quality control, management reporting, external integration, and customer satisfaction. Achieving the level requires answering "Y" to mandatory questions and one other.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 2

    2017­6­2 Assessment 

    Questions ­ Service Level Management

    Minimum score to achieve this level: 'Y' for all mandatory (blue colouring, bold font') questions + 1 other answer 'Y'

    Level 1 ­ Pre­requisites
    1. Are at least some service level management (SLM) activities established within the organization, e.g. service
    definition, negotiation of SLA's etc?
    2. Are the customers identified for your IT services?
    3. Are service attributes identified?

    Level 1.5 ­ Management Intent
    4. Has the purpose and benefits of service level management been disseminated within the organization?
    5. Has the appropriate data on which to base service levels been determined?
    6. Are there agreed procedures by which Service Level Agreements are negotiated and reviewed?

    Level 2 ­ Process Capability
    7. Have responsibilities for service level management activities been assigned?
    8. Has a catalogue of existing services been compiled?
    9. Are there mechanisms for monitoring and reviewing existing service levels?
    10. Are all customer service requests verified?
    11. Do you have a procedure for establishing SLAs?
    12. Do you have a mechanism leading to service improvement?
    13. Do you have a mechanism for scheduling service implementations?

    Level 2.5 ­ Internal Integration
    14. Do you compare service provision with the agreed service levels?
    15. Do you have a mechanism for keeping your service catalogue in line with new/changed services?
    16. Do you use service records to provide management and customers with meaningful information on the quality of
    service?

    Level 3 ­ Products
    17. Are standard service reports produced regularly?
    18. Are the services and their components explicitly defined and documented?
    19. Are service components identified as configuration items (CIs)?

    Level 3.5 ­ Quality Control
    20. Are the standards and other quality criteria for Service Level Management made explicit and applied?
    21. Are the personnel responsible for SLM activities suitably trained?
    22. Does the organization use any tools to support Service Level Management (SLM)?
    23. Does the organization use any tools or proprietary methods for conducting risk assessments and/or keeping the IT
    contingency plans up­to­date?

    Level 4 ­ Management Information
    Does SLM management provide information concerning ...
    24. service targets and actual performance?
    25. trends in service level breaches?
    26. standard service offerings?
    27. number of requests for new/changed services?
    28. trends in service level request?

    Level 4.5 ­ External Integration
    Is SLM management provided with information concerning...
    29. incident records?
    30. operational performance of the Service Desk?

    http://www.hci­itil.com/Assessments/SLM_Assessment.htm 1/2
    2017­6­2 Assessment Questions ­ Service Level Management
    31. user training needs?

    Level 5 ­ Customer Interface
    32. Are checks done with the customer to ensure that the activities performed by Service Level Management
    adequately support their business needs?
    33. Are checks done with the customer to ensure that they are happy with the services provided?
    34. Are trends in customer satisfaction actively monitored?
    35. Is customer survey information fed into the service improvement agenda?
    36. Is the customers value perception of the services provided to them monitored?
    Microsoft questions
    COBIT CMM ­ Service Level Management

    http://www.hci­itil.com/Assessments/SLM_Assessment.htm 2/2

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