Home 
 1. Overview  
 What is Service Level Management?  
 Why use Service Level Management?  
 Who uses Service Level Management?  
 How Service Level Management works  
 What does Service Level Management cost?  
 2. Implementation guide  
 Define what needs to be done  
 Prepare to implement  
 Implement  
 Review the implementation  
 Implementation resources  
 3. Operations guide  
 What needs to be done?  
 When does it need doing?  
 Who does it?  
 Operational resources  
 4. Toolkit  
 Examples  
 Templates  
 5. Roles and responsibilities  
 Service manager  
 End-user representative  
 6. Review of Service Level Management  
 Recap of Service Level Management  
 Checklist  
Review the implementation
In keeping with the FITS approach, the service review at this implementation stage should be confined to the technical support or ICT team.  If you limit the participants, those involved can become familiar with concepts of services and service levels and start to measure their own performance before opening discussions with end- users.

Look at the first draft of the service catalogue you have created and consider the following questions.
  • Have you identified services you didn't know existed?
  • Can you spot any trends in how work is prioritised?
  • Are there any clashes in priority or availability in a service that could restrict its overall service level?
  • Have you identified any third-party response or fix-time issues?
  • Have you identified any other support issues?

The answers to these questions will help you and the team to start to identify the scale of the service you are offering. You will also have some opening questions to ask when you start to discuss levels of service with end-users.

Have a look at our service catalogue example  and review it using the above questions.  See if you can identify some issues, then look at our example review answers to check them against our findings.
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