Practical Service Level Management: Delivering High-Quality Web-Based Services

Chapter 14. Implementing Service Level Management

I have covered many aspects of Service Level Management (SLM) in a webbed world. Pulling them all together requires a coherent approach to implementation so that service management can evolve as a system rather than merely comprise a disjoint set of management tools. This chapter presents some ideas for implementing an effective SLM system. The focus is on the process and a strategy for moving through that process, rather than on specific technology or product decisions.

The text discusses the following:

• Phased implementation of SLM

• An SLM project implementation plan