Managed Service Contracts
Aligning I&T-enabled products and services, as well as service levels, with business needs and expectations is critical to ensuring that IT services meet both current and future demands. This process ranges from identifying and specifying services to defining, publishing, agreeing and monitoring performance levels.
objective
Ensure that I&T products, services and service levels are aligned and meet the needs of the company, both now and in the future.
Management Practices
APO09.01 – Identifying R&T Services
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Description:
Analyze business requirements and assess how I&T services and service levels support business processes. -
Actions:
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Discuss and align service options and service levels with the company.
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Compare potential service levels with the current portfolio.
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Identify opportunities for new services or adjustments to existing service levels.
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APO09.02 – Catalog of Services Enabled for R&T
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Description:
Define and maintain one or more service catalogs targeted at relevant target groups. -
Actions:
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Publish and regularly update catalogs with I&T-enabled services.
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APO09.03 – Define and Prepare Service Contracts
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Description:
Prepare service contracts based on the options defined in the catalogs. -
Actions:
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Include internal operational agreements, ensuring clarity and alignment with business objectives.
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APO09.04 – Monitor and Report Service Levels
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Description:
Continuously monitor service levels, assessing performance and identifying trends. -
Actions:
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Report the results obtained and provide management information to support decision-making and performance management.
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APO09.05 – Review Service Agreements and Contracts
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Description:
Conduct periodic reviews of service contracts. -
Actions:
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Update agreements as necessary, ensuring they remain aligned with business needs and changes in the IT environment.
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Skills
Service Level Management (SLMO):
It involves the planning, implementation, control, review and auditing of service delivery to meet customer requirements. This includes the negotiation, implementation and monitoring of service level agreements, as well as the ongoing management of operations, aiming at continuous improvement and sustainability of services.
Translated by 4MATT Tecnologia from the original Process Symphony: Service Agreements Management - APO09 (COBIT2019)
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