Service Catalog (SC):
organization can provide a list of external services, the list contains the name of the service, service, service type, frequency of service, service prices and other information.
Service Level Agreement (SLA):
a written agreement between the company and the customer signed the agreement defines key service targets and responsibilities of both parties.
1, the target
service level SLA management refers to the planning, coordination, drafting agreements, monitoring and reporting process, to deal with the ongoing review of service performance to ensure quality of service agreed upon and required to be maintained and gradually improved.
Service Level Management aims consistent and professional way to measure their performance so that all services are running the two sides agreed to meet the SLA; at the same time, to ensure that future services are able to deliver in accordance with the prescribed goals.
2, the scope of
the scope of service level SLA management involves planning, coordinating, drafting, monitoring and reporting details.
Service Level Management process involves two main roles: service level management process managers and service-level administrators.
Service Level Management Process Manager Responsibilities:
coordinate the establishment, maintenance and review of the SLA;
determining a measure of service level management process;
ensure service level management process can achieve management's involvement and support;
manage service level management process as a whole;
regular service levels review and improve the management process optimization.
Service Level Administrator Responsibilities:
responsible for maintaining the service directory update operations;
service level requirements identification and analysis of demand-side;
creating and updating service level management documentation;
monitoring and recording service level data, if necessary, inform the service level manager;
responsible for various reports design and production, and distributed to relevant personnel;
processes and procedures for the use of service-level management standards, requirements;
provide recommendations for service level management process improvement.
Service Level Management process activities typically include identifying customer acquisition needs, define service levels, SLA signed, implementation and monitoring of the SLA, service level performance tracking and review.
Defined service level
The appropriate service levels
: Remote monitoring and fault management services on spot demand time index table 
parameters Description Table service time indicators:
