Page 187 - ITIL® Foundation 3.15

Service Level Management Process
Service Level
Management is responsible
for ensuring that the
delivered service levels
meet all of the agreed
targets. The service level
manager negotiates with
customers to understand
their needs, and to make
the customer aware of cost
and effort required for
delivery Expectations must
be managed, or customers will create their own set of expectations that can never be achieved.
Managing Expectations
Activities performed within Service Level management are performed with one intention...the setting and controlling of expectations. By controlling expectations, service providers can ensure that they deliver what is expected. Organizations that ignore expectation setting, or even worse, those that promote what is convenient instead of realistic, will find that they have created a customer that will be unhappy. Tell your small children or grandchildren that you
are going to Disney- world to see the mouse, then take them to Chuckie Cheese. They are both mice, so what should be the problem.
Just try this one day, and you will understand. Setting of clear and achievable expectations is paramount to achieving success.
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