Assessment Questions - Service Level Management
Minimum score to achieve this level: 'Y' for all mandatory (blue colouring, bold font') questions + 1 other answer 'Y'

    Level 1 - Pre-requisites

  1. Are at least some service level management (SLM) activities established within the organization, e.g. service definition, negotiation of SLA's etc?
  2. Are the customers identified for your IT services?
  3. Are service attributes identified?

    Level 1.5 - Management Intent

  4. Has the purpose and benefits of service level management been disseminated within the organization?
  5. Has the appropriate data on which to base service levels been determined?
  6. Are there agreed procedures by which Service Level Agreements are negotiated and reviewed?

    Level 2 - Process Capability

  7. Have responsibilities for service level management activities been assigned?
  8. Has a catalogue of existing services been compiled?
  9. Are there mechanisms for monitoring and reviewing existing service levels?
  10. Are all customer service requests verified?
  11. Do you have a procedure for establishing SLAs?
  12. Do you have a mechanism leading to service improvement?
  13. Do you have a mechanism for scheduling service implementations?

    Level 2.5 - Internal Integration

  14. Do you compare service provision with the agreed service levels?
  15. Do you have a mechanism for keeping your service catalogue in line with new/changed services?
  16. Do you use service records to provide management and customers with meaningful information on the quality of service?

    Level 3 - Products

  17. Are standard service reports produced regularly?
  18. Are the services and their components explicitly defined and documented?
  19. Are service components identified as configuration items (CIs)?

    Level 3.5 - Quality Control

  20. Are the standards and other quality criteria for Service Level Management made explicit and applied?
  21. Are the personnel responsible for SLM activities suitably trained?
  22. Does the organization use any tools to support Service Level Management (SLM)?
  23. Does the organization use any tools or proprietary methods for conducting risk assessments and/or keeping the IT contingency plans up-to-date?

    Level 4 - Management Information

    Does SLM management provide information concerning ...
  24. service targets and actual performance?
  25. trends in service level breaches?
  26. standard service offerings?
  27. number of requests for new/changed services?
  28. trends in service level request?

    Level 4.5 - External Integration

    Is SLM management provided with information concerning...
  29. incident records?
  30. operational performance of the Service Desk?
  31. user training needs?

    Level 5 - Customer Interface

  32. Are checks done with the customer to ensure that the activities performed by Service Level Management adequately support their business needs?
  33. Are checks done with the customer to ensure that they are happy with the services provided?
  34. Are trends in customer satisfaction actively monitored?
  35. Is customer survey information fed into the service improvement agenda?
  36. Is the customers value perception of the services provided to them monitored?
Microsoft questions
COBIT CMM - Service Level Management 		[To top of Page]


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