From the course: Cloud Security Operations by Pearson

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Service-level management

Service-level management

From the course: Cloud Security Operations by Pearson

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Service-level management

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The purpose of the service-level management practice is to set clear, business-based targets and goals for service performance so the delivery of a service can be properly assessed, monitored, and managed. Some of the targets of service-level management is to provide the end-to-end visibility of the organization's services. establish a shared view of the services and target service levels for customers and consumers. Service level management collects, analyzes, stores, and reports meaningful metrics to ensure that the service levels are being met. It performs service reviews, captures data, and does reporting on service issues, including performance against defined service levels. A service level agreement, an SLA, is a documented agreement between a service provider and a customer that identifies services required and expectations. It's really a tool to measure the performance of services from the point of view of the customer. Service requests are predefined and pre-agreed, and can…

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