Example of Service Delivery Processes

Here is an example of how the Service Delivery Processes integrate to develop and deliver services aligned with the needs of the business.

1. Service Level Management gathers the service requirements of the business.
2. The requirements are forwarded to the supporting process areas (Availability Management, Capacity Management, IT Service Continuity Management and Financial Management) for review and to validate the current capabilities of the IT Group.
3. The current capabilities of the IT Group and recommendations to improve services to meet the requirements of the business are documented and forwarded to Service Level Management.
4. Service Level Management works with the business area to negotiate Service Level Targets that will meet the needs of the business.
5. Service Level Management develops an agreement with the business unit that specifies what services will be provided.
6. Service Level Management generates metrics and reports on Service Level Achievements.