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Chaotic Ad Hoc Undocumented Unpredictable Multiple helpdesks Minimal IT operations

IT Service Level. Level 4. Level 3. Value IT and business metric linkage IT improves business process Real-time infrastructure Business planning. Level 2. Service Define services, classes, pricing Understand costs Set quality goals Guarantee SLAs

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Chaotic Ad Hoc Undocumented Unpredictable Multiple helpdesks Minimal IT operations

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  1. IT Service Level Level 4 Level 3 • Value • IT and business metric linkage • IT improves business process • Real-time infrastructure • Business planning Level 2 • Service • Define services, classes, pricing • Understand costs • Set quality goals • Guarantee SLAs • Monitor and report on services • Capacity planning Level 1 • Proactive • Monitor performance • Analyze trends • Set Thresholds • Predict problems • Automation • Mature problem, asset and change mgmt processes Level 0 • Reactive • Best effort • Fight fires • Inventory • Initiate problem mgmt, process • Alert and event mgmt • Monitor availability Profile Management • Chaotic • Ad Hoc • Undocumented • Unpredictable • Multiple helpdesks • Minimal IT operations • User call notification Business Management Process Engineering and Service Delivery/Mgmt Operational Process Tool Leverage

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