Process activities
SLM activities involve capturing information about the needs of the business and creating, maintaining, and managing the documents related to delivering and supporting IT services. SLM maintains an operational relationship with the business customer and monitors, measures, and reports on the delivery and support of IT services to meet business needs and deliver business value. The activities defined here will capture the information necessary to meet business needs and ensure that the service provider is meeting those needs as efficiently and effectively as possible. The activities for SLM include the following:
- Planning
- Defining requirements
- Negotiating
- Agreeing
- Monitoring
- Reviewing and reporting
- Improving
Figure 15.2 shows the high-level process flow for SLM:
Figure 15.2 – The SLM process flow
As the flow in the preceding chart indicates, the planning activity happens infrequently based...
