IT Service Level Level 4 Level 3 Level 2 Level 1 Level 0 Value IT and business metric linkage IT improves business process Real-time infrastructure Business planning Level 2 Service Define services, classes, pricing Understand costs Set quality goals Guarantee SLAs Monitor and report on services Capacity planning Level 1 Proactive Monitor performance Analyze trends Set Thresholds Predict problems Automation Mature problem, asset and change mgmt processes Level 0 Reactive Best effort Fight fires Inventory Initiate problem mgmt, process Alert and event mgmt Monitor availability Chaotic Ad Hoc Undocumented Unpredictable Multiple helpdesks Minimal IT operations User call notification Profile Management Business Management Process Engineering and Service Delivery/Mgmt Operational Process Tool Leverage