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Results for Service Level Management

1 Pre-requisites

Question 1. Are at least some service level management (SLM) activities established within the organisation, e.g. service definition, negotiation of SLA's etc?





Answered Yes: 5898 (77%), Answered No: 1724 (22%)

Question 2. Have you identified the customers for your IT services?





Answered Yes: 6491 (85%), Answered No: 1131 (14%)

Question 3. Are service attributes identified?





Answered Yes: 4703 (61%), Answered No: 2919 (38%)

1.5 Management Intent

Question 4. Has the purpose and benefits of service level management been disseminated within the organisation?





Answered Yes: 3409 (52%), Answered No: 3088 (47%)

Question 5. Has the appropriate data on which to base service levels been determined?





Answered Yes: 3475 (53%), Answered No: 3022 (46%)

Question 6. Are there agreed procedures by which Service Level Agreements are negotiated and reviewed?





Answered Yes: 3285 (50%), Answered No: 3211 (49%)

2 Process Capability

Question 7. Have responsibilities for service level management activities been assigned?





Answered Yes: 3067 (64%), Answered No: 1694 (35%)

Question 8. Has a catalogue of existing services been compiled?





Answered Yes: 2576 (54%), Answered No: 2185 (45%)

Question 9. Are there mechanisms for monitoring and reviewing existing service levels?





Answered Yes: 2708 (56%), Answered No: 2053 (43%)

Question 10. Does the service catalogue give a clear and accurate picture of all services being provided?





Answered Yes: 1988 (41%), Answered No: 2773 (58%)

Question 11. Are all customer service requests verified?





Answered Yes: 2489 (52%), Answered No: 2272 (47%)

Question 12. Do you have a mechanism leading to service improvement?





Answered Yes: 2416 (50%), Answered No: 2345 (49%)

Question 13. Are services prioritised in the service catalogue?





Answered Yes: 1931 (40%), Answered No: 2830 (59%)

Question 14. Do you have a mechanism for scheduling service implementations?





Answered Yes: 2631 (55%), Answered No: 2130 (44%)

Question 15. Are the majority of services covered by SLAs?





Answered Yes: 2551 (53%), Answered No: 2210 (46%)

Question 16. Have all existing SLAs been reviewed and agreed by customers?





Answered Yes: 2430 (51%), Answered No: 2331 (48%)

Question 17. Do the majority of SLAs have underpinning contracts and OLAs in place?





Answered Yes: 2020 (42%), Answered No: 2741 (57%)

Question 18. Are there mechanisms in place to monitor and measure all items in existing SLAs?





Answered Yes: 2199 (46%), Answered No: 2562 (53%)

Question 19. Are SLAs reviewed on a regular basis?





Answered Yes: 2292 (48%), Answered No: 2469 (51%)

Question 20. Are the majority of SLAs, OLAs and underpinning contracts current?





Answered Yes: 2413 (50%), Answered No: 2348 (49%)

2.5 Internal Integration

Question 21. Do you compare service provision with the agreed service levels?





Answered Yes: 2527 (54%), Answered No: 2118 (45%)

Question 22. Do you have a mechanism for keeping your service catalogue in line with new/changed services?





Answered Yes: 1844 (39%), Answered No: 2801 (60%)

Question 23. Do you use service records to provide management and customers with meaningful information on the quality of service?





Answered Yes: 2425 (52%), Answered No: 2220 (47%)

3 Products

Question 24. Are standard service reports produced regularly?





Answered Yes: 2664 (59%), Answered No: 1836 (40%)

Question 25. Are the services and their components explicitly defined and what is excluded documented in SLA's?





Answered Yes: 2070 (46%), Answered No: 2430 (54%)

Question 26. Do SLAs have clearly identified key targets for service hours, availability, reliability, support, response times and change handling?





Answered Yes: 2634 (58%), Answered No: 1866 (41%)

Question 27. Are service components identified as configuration items (CIs)?





Answered Yes: 1541 (34%), Answered No: 2959 (65%)

3.5 Quality Control

Question 28. Are the standards and other quality criteria for SLM documented?





Answered Yes: 1878 (42%), Answered No: 2497 (57%)

Question 29. Are the personnel responsible for SLM activities suitably trained?





Answered Yes: 2057 (47%), Answered No: 2318 (52%)

Question 30. Does the organisation set and review either targets or objectives for SLM?





Answered Yes: 1969 (45%), Answered No: 2406 (54%)

Question 31. Does the organisation use any tools to support SLM?





Answered Yes: 2030 (46%), Answered No: 2345 (53%)

4 Management Information

Question 32. Do you provide management with information concerning service targets and actual performance?





Answered Yes: 2583 (61%), Answered No: 1649 (38%)

Question 33. Do you provide management with information concerning trends in service level breaches?





Answered Yes: 2090 (49%), Answered No: 2142 (50%)

Question 34. Do you provide management with information concerning standard service offerings?





Answered Yes: 2212 (52%), Answered No: 2020 (47%)

Question 35. Do you provide management with information concerning number of requests for new/changed services?





Answered Yes: 2156 (50%), Answered No: 2076 (49%)

Question 36. Do you provide management with information concerning trends in service level request?





Answered Yes: 1924 (45%), Answered No: 2308 (54%)

Question 37. Are SLA monitoring charts provided to give an overview of how achievements have measured up to targets?





Answered Yes: 1978 (46%), Answered No: 2254 (53%)

4.5 External Integration

Question 38. Does SLM actively involve Availability Management regarding service levels?





Answered Yes: 1739 (42%), Answered No: 2367 (57%)

Question 39. When negotiating service levels does SLM consult other service delivery and support areas like Capacity Management, Financial Management for IT Services, Service Desk and Change Management?





Answered Yes: 1853 (45%), Answered No: 2253 (54%)

Question 40. Is SLM consulted by Change Management concerning potential impact of changes to agreed service levels?





Answered Yes: 1764 (42%), Answered No: 2342 (57%)

Question 41. Does SLM ensure that the service catalogue is integrated and maintained as part of the Configuration Management database (CMDB)?





Answered Yes: 1333 (32%), Answered No: 2773 (67%)

Question 42. Does SLM ensure that the incident and problem handling targets included in SLAs are the same as those in the Service Desk tools?





Answered Yes: 1801 (43%), Answered No: 2305 (56%)

5 Customer Interface

Question 43. Do you check with the customer if the activities performed by Service Level Management adequately support their business needs?





Answered Yes: 2232 (55%), Answered No: 1775 (44%)

Question 44. Do you check with the customer that they are happy with the services provided?





Answered Yes: 2742 (68%), Answered No: 1265 (31%)

Question 45. Are you actively monitoring trends in customer satisfaction?





Answered Yes: 2081 (51%), Answered No: 1926 (48%)

Question 46. Are you feeding customer survey information into the service improvement agenda?





Answered Yes: 1866 (46%), Answered No: 2141 (53%)

Question 47. Are you monitoring the customers value perception of the services provided to them?





Answered Yes: 1996 (49%), Answered No: 2011 (50%)