5. Service supply process
Within this family of processes, the international standard requires the service provider to master the eight processes described below.
5.1 Service level management
The customer who has subscribed to one or more services expects the service provider to achieve a certain number of results in return. The conditions agreed with the corresponding commitments for these service deliveries are described in advance in a contract document.
Service Level Agreements ( – SLA ) are the document(s) that formalize(s) the negotiated terms and conditions for the supply and delivery of services to which the supplier commits.
The standard gives us the following definition of an SLA:
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Bibliography
Software tools
AUDIT DIAGNOSTIC EVALUATION SYSTEM (ADES), May 2009, CPI CONSEIL 6 rue de la Corniche, 91120 PALAISEAU, France.
Websites
CPI CONSEIL, assessing, auditing, certifying for improvement http://cpi.conseil.free.fr/
AFNOR BOUTIQUE, Ten keys to service management – From ITIL to ISO 20000 http://www.boutique.afnor.org/LIV7DetailLivre.aspx?CLE_ART=FA090923=LIVZLIVZ1A10A201A206=1=2784026
...Standards and norms
- Quality management systems – Basic principles and vocabulary - ISO 9000 - 2005
- Specification for IT service management – Part 1: specifications - BSI 15000-1 - 2002
- Specification for IT service management – Part 2: code of practice for service management - BSI 15000-2 - 2002
- Information Technology – Service management – Part 1: Specifications - ISO/CEI 20000-1 - 2005
- Information Technology...
Directory
Information Technology Service Management Forum (itSMF France) http://www.itsmf.fr
Office of Government Commerce http://www.ogc.gov.uk
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