IT Service Level Management

Service Level Management is a success factor for any ICT outsourcing solution ensuring that IT services are continuously aligned with business service requirements.

Through a continuous cycle of agreement, monitoring and managing, ebrc dedicated Service Manager will manage and improve the quality of service by:

• Identifying business requirements and translate them into an IT services plan (timeframe, operations timeline, recovery plan, backup policy, service performance…)
• Agreeing on the different Service Level Agreements (SLAs), implementing documenting and managing them, including interdependence
• Monitoring the budget allocated to the service according to the business requirement
• Monitoring and reporting gap between business requirements and available services and making the necessary adjustments
• Defining the costs related to services, so that service goals meet the business needs at a price the company can afford
• Anticipating the compliance of ICT with the corporate strategy and future needs

Service Level Management delivered by our experts is an essential component of our Managed Services solution and will enable you to:

• Measure, monitor and report service quality
• Align business unit needs and ICT services
• Provide the required organisation flexibility to grab new market opportunities
• Define accurate architecture and service level
• Define role and responsibilities
• Mitigate the costs of capacity capability (excess or insufficient capacity)

ITILv3 certified, ebrc expert team jointly targets with you the IT service achievement and the value mapping of your ICT outsourcing solution.

ebrc builds and executes relevant outsourcing plans in compliance with legal constraints:

• International regulations
• Recommendations from the Luxembourg public institution

“Commission de Surveillance du Secteur Financier” (CSSF) on data confidentiality and integrity