Procedure for service level management based on the standard ISO/IEC 20000:2005

Sergio Ricardo Dorado Romero, Javier Mauricio Santacruz Ortiz, Francisco J. Pino


Service level management is an important aspect to ensurequality in service delivery, allowing offering and managingthese levels in order to achieve customer satisfaction. Inthis sense, this paper presents a procedure for the executionof service level management process, which seeks to meetthe requirements established by the standard ISO/IEC20000-1:20005 in this area. This procedure considers theactivities, tasks, roles and work products that allow managethe service requirements in order to achieve satisfactoryagreements for providers and clients, perform permanentmonitoring in the service delivery to find failures, makepertinent corrective actions and evidence compliance ofservice level management process. This proposal wasevaluated by means of the focus group method, showingthat the structure is adequate to support requirements ofstandard ISO/IEC 20000-1:20005, useful, practical, welldetailed and is a great contribution to the companies thatprovide IT services.


Service level management; ISO/IEC 20000:2005; services; procedure.


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