Service Level Management
Plan, monitor and manage service provisions for the achievement of agreed service level targets.
Level 1 (Follow)
Level 2 (Assist)
- Monitor service levels, review and report service delivery deviations.
Level 3 (Apply)
- Manage fulfilment of SLAs and resolve issues to maintain overall service levels.
Level 4 (Ensure)
- Evaluate service levels and oversee improvements to enhance service performance.
Level 5 (Strategise)
- Formulate the organisation’s service delivery standards and strategy, drive an SLA-oriented mindset, and establish strategic networks and partnerships.