Which of the following are objectives of Service Level Management?
1: Defining, documenting and agreeing the level of IT Services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the Service Provider could operate in
A.
1, 2 and 3 only
B.
1 and 2 only
C.
1, 2 and 4 only
D.
All of the above
The objectives of SLM are to:
■ Define, document, agree, monitor, measure, report and
review the level of IT services provided
■ Provide and improve the relationship and
communication with the business and customers
■ Ensure that specific and measurable targets are
developed for all IT services
■ Monitor and improve customer satisfaction with the
quality of service delivered
■ Ensure that IT and the customers have a clear and
unambiguous expectation of the level of service to be
delivered
■ Ensure that proactive measures to improve the levels
of service delivered are implemented wherever it is
cost-justifiable to do so.