Goal for SLM

The goal for SLM is to maintain and improve the IT service quality through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and instigation of actions to eradicate poor service – in line with business or cost justification. Through these methods, a better relationship between IT and its customers can be developed and maintained.

First, what is quality? Is a Rolex™ watch costing thousands of pounds necessarily a better product than a Timex™ watch costing less than fifty pounds? Both products are leaders in their market segments and both are very good products in their own rights. The major difference is the price. The answer to the above question lies in the goal of the customer. If the customer wants to impress their friends, then a Rolex™ is probably a better choice but if the customer wants to keep track of time to keep up with their busy schedule of picking up the kids, appointments etc. then a Timex™ is probably more appropriate. A good enough definition of quality is ‘fitness for purpose’ and fits very well with the above example.

The SLM process is created in the Service Design stage of the lifecycle and is fully documented in that publication. It is important the CSI is involved in the design of SLM to ensure that measurable targets are created from which to identify potential service improvements.

Дата добавления: 2015-10-02