1. 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