Abstract:

We illustrate ESLAM (Extended Service Level Analysis Model), a framework for Service Level Management (SLM). It integrates three main SLM aspects, namely the service level variables, the service level organization and, finally, the service level technology, i.e. the IT systems by which service level is measured, controlled and analyzed. ESLAM is conceived as a SLM focused extension of a reputed IT management framework, ITIL (Information Technology Infrastructure Library). The extension concerns (a) service level variables, where the service level of business processes is linked to the underlying IT services, (b) the reference architecture of service level technology, and (c) organizational aspects. Point (a) is innovative, and it reflects the concept that the SLM should focus on business outcomes and not on the bare IT infrastructure, vanishing in the cloud era. In order to validate ESLAM, an in-depth survey has been undertaken on a sample of EU large corporations. The survey not only has found out evidence on the actual approach to SLM but also has identified key drivers of SLM maturity. Therefore ESLAM has a twofold value, as a framework to develop a business oriented SLM, and, also, as a maturity model to assess the adoption of SLM solutions.