Develop and manage IT service levels

Trigger: A new IT service is proposed or an existing service requires its scheduled performance and agreement review.

1. Design and update the IT service and solution catalog
2. Draft and negotiate Service Level Agreements (SLAs) with stakeholders
3. Establish tracking mechanisms for service level targets
4. Monitor and evaluate IT service performance against active SLAs
5. Communicate performance results and SLA breaches to management
6. Revise service levels based on performance data and business needs

Outcome: Service level agreements are formalized, performance is evaluated against targets, and results are reported to management.