Service Level Management community Web site launched

As service level management (SLM) is critical for companies who want to survive in today's fast paced e-business environment, three IT giants are working together to bring to market a SLM learning community Web site.

Sun Microsystems, PricewaterhouseCoopers, and BMC Software, a leading provider of e-business systems management, developed the SLM Web site, which can be found online at www.nextslm.org.

The site gives IT users a forum to learn, not only about the theories behind SLM, but how their internal practices compare to other companies' best practices within their industry.

The Web site features a variety of tools to help visitors understand SLM including articles, research, an online discussion group, a list of relevant vendors, links to other Web sites and a self-assessment tool.

SLM can be defined as "the disciplined, proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost."

Effective SLM depends on IT or the service provider providing the particular service that the customer needs when the customer needs it.

"While SLM is hardly a new concept in the industry, it is still easier to understand than it is to implement," says Stefano Mattiello, managing director at Sun Microsystems SA.

"Sun understands the importance of SLM and is committed to providing customers with products and solutions that deliver high standards of reliability," he says. "This Web site is an excellent way for us help our customers learn more about SLM best practices."

"PricewaterhouseCoopers is committed to helping IT users learn how to solve complex business problems while building internal value," adds George T. Bristow, partner, PricewaterhouseCoopers. "Service level management is critical for companies who want to survive in today's fast paced e-business environment."

In order to help customers effectively gauge current internal SLM processes versus recommended best practices, the Web site hosts an SLM assessment tool - an online self-assessment designed to evaluate an organisation's ability to effectively provide SLM for mission-critical IT services and applications.

"With this tool, companies can find out whether their e-business 'stacks up' by comparing themselves to industry SLM benchmarks," says Mattiello. "While the assessment tool is currently based on extensive research gathered from surveying IT executives and administrators in North America, research is currently underway to add additional data gathered from global organisations."

Upon completion of the tool's survey, users receive a personalised graphical analysis of their SLM practices including: An overall service-level rating and comparison to the overall benchmark; comparison ratings based on industry, number of users, application type and ratio of external users to total users; a description of observed SLM best practices in the user's organisation; and recommendations and action plans to improve the overall rating.

Delivering on service level agreements is especially relevant to ASPs and MSPs. "As a managed hosting provider, we know that our customers depend on us to have the most comprehensive service level guarantees," says Jay Seaton, vice president of marketing, NaviSite. "This service level management initiative is a good example of how service levels are coming to the forefront of customer deployments, in many ways becoming more important than features and functionality."