CobiT definition:
Effective communication between IT management and business customers regarding services required is enabled by a documented definition of and agreement on IT services and service levels. This process also includes monitoring and timely reporting to stakeholders on the accomplishment of service levels. This process enables alignment between IT services and the related business requirements.
Control over the IT process of
Define and manage service levels
that satisfies the business requirement for IT of
ensuring the alignment of key IT services with the business strategy
by focusing on
identifying service requirements, agreeing on service levels and monitoring the achievement of service levels
is achieved by
- Formalising internal and external agreements in line with requirements and delivery capabilities
- Reporting on service level achievements (reports and meetings)
- Identifying and communicating new and updated service requirements to strategic planning
and is measured by
- Percent of business stakeholders satisfied that service delivery meets agreed-upon levels
- Number of delivered services not in the catalogue
- Number of formal SLA review meetings with business customers per year
Control objectives:
DS1 Define and Manage Service Levels
DS1.1 Service Level Management Framework
DS1.2 Definition of Services
DS1.3 Service Level Agreements
DS1.4 Operating Level Agreements
DS1.5 Monitoring and Reporting of Service Level Achievements
DS1.6 Review of Service Level Agreements and Contracts
Check out the links for details on the control objectives.
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