ITIL Newsletter: News & Information for ITSM

ITIL Service Delivery Processes



Brief Process Description


Service Delivery Processes


Service Level Management

Service level management provides a mechanism to align the IT services with the business requirements. Service level management provides a structured way for customers and providers of IT services to meaningfully discuss and assess how well a service is being delivered. The primary objective of service level management is to provide a mechanism for setting clear expectations with the customer and user groups with respect to the service being delivered. Activities included in the process are creating a catalog of services, identifying requirements, negotiating SLAs, and managing service continuity, availability, capacity, and workforce.


Financial Management

Financial Management process introduces the concept of Budgeting, Accounting and Charging for IT services delivered to the customers. Budgeting and Accounting involves understanding the cost of providing various services. Financial management ensures that any IT service proposed is justified from a cost and budget standpoint. This is often referred to as a cost-benefit analysis. Activities performed within the function include such standard accounting practices as budgeting, cost allocations, and others. The concept of charge back allows internal IT departments to function as a business unit, controls non essential demands from customers and allows customers to demand value for money.


Availability Management

The goal of availability management is to ensure that the IT services are available to users when they need them. Availability is calculated and reported as percentage of the agreed service hours for which the service was available.


Capacity Management

Capacity management activities include planning, sizing, and controlling service solution capacity to satisfy user demand within the performance levels set forth in the SLA . This requires the collection of information about usage scenarios, patterns, and peak load characteristics of the service solution, as well as stated performance requirements. These data collection activities are included in the Capacity Management process.


IT Service Continuity Management

IT service continuity management, also known as contingency management, focuses on minimizing the disruptions to business caused by the failure of mission-critical systems. This process deals with planning to cope with and recover from an IT disaster. It also provides guidance on safeguarding the existing systems by the development and introduction of proactive and reactive countermeasures. IT service continuity management also considers what activities need to be performed in the event of a service outage not attributed to a full-blown disaster.






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