From the course: IT Service Desk: Service Management
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Service level management components
From the course: IT Service Desk: Service Management
Service level management components
- Service-level requirements serve as the core foundation for designing services, but it's important to discuss other components of a successful service management plan. Vendors and suppliers must be a part of this process. Suppliers are external, third-party manufacturers or vendors who are responsible for supplying goods or services that are required to deliver IT services to the business. They supply services to ensure high-quality, seamless IT functions to the business, provide the best value, and assure that contractual agreements are met. Objectives of supplier management include negotiating contacts, which are called underpinning contracts, ensuring that contracts are aligned to the business needs, managing relationships and their performance, obtaining the best value for the money, and maintaining supplier policy and database. Contracts with suppliers underpin service-level agreements. Service-level agreements, which…
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