Introduction

Do you currently measure the performance of ICT at your school? Service level management can help you to do this.

Aim

The aim of this section is to introduce the topic of service level management and to help you implement the process in your school with a minimum of preparation and training.

Objectives

The objectives of this section are to enable you to:

understand the concept and benefits of service level management

understand what is involved in the process of service level management
understand the roles and responsibilities in service level management
implement a basic service level management process in your school
continue to operate this service level management process
identify useful measurements to gain benefit from the service level management process you have implemented
review your implementation and summarise your progress.

Structure

The topic is arranged in the following sections:

Overview
An introduction to the service level management process including the roles and responsibilities involved.

Implementation guide
A guide to implementing the service level management process with direct links to templates and examples.

Operations guide
A guide to the ongoing operation of the service level management process with direct links to templates and examples.

Roles and responsibilities
All roles and responsibilities for this process collected together in one area.

Review
A summary of the process and what you should have achieved, plus a checklist to help you identify whether you need to revisit any of the materials.

Toolkit
All of our examples and templates for this process collected together in one area.

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