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It may be a cliché now, but "you can’t manage what you can’t measure" has been proven absolutely true time and time again. The IT Service Levels Compendium is the ideal resource to help you manage through measurement.

Here is an extract from the introduction to The IT Service Levels Compendium... 

"Welcome to The IT Service Levels Compendium. Here you will find 934 ways to measure IT services. And that’s the minimum. The Compendium has all the traditional measures – availability, problem fix, telephone answering, etc. – combined with those for projects, for reporting, for auditing, for account management, for applications management and for many others. By combining the measurement techniques described, you will have a huge number of service levels from which to choose those that best specify and measure the quality of your IT services.

Measurement of IT services is nothing new, but two factors have changed IT measurement from a "nice to have" to a necessity i.e.

1. the need to demonstrate IT value to satisfy increasingly IT aware business users and

2. the need to effectively manage suppliers, be they internal or external i.e. outsourcers.

The Compendium focuses on a management view. You will not find detailed technical measures i.e. no input/output rates, no packets per second, no backbone percentage packet loss, no technical benchmarks such as those available from the various standards bodies. What you will find are service levels designed for the management perspective of IT value and the contribution of the supplier i.e. service levels that make sense to your users, your business managers and even your customers – not measurements in terms that are specifically targeted towards IT professionals.

You might be managing a portfolio of IT services – some delivered by internal teams and others delivered by one or more separate suppliers. Service levels should be established regardless of the source of delivery i.e. for both internal and external suppliers. The service levels in The Compendium can be used for either.

There are many very worthwhile books and manuals available describing the theory behind service levels. The Compendium does not seek nor intend to duplicate all or any of them. It simply aims to present an extensive collection and variety of IT service levels, allowing you to choose those best meeting your organization’s objectives.

Who Should Use The Compendium?

The Compendium’s intended audience is service level agreement developers and managers. In a customer organization, these tasks are often undertaken as part of another role e.g. by a contract manager or an IT manager, without any formal training in service levels. The Compendium will be especially valuable for such people, providing both the service levels from which to choose and the format in which to document them.

Suppliers will find The Compendium an extremely useful tool for providing service level proposals to their customers. The supplier’s willingness to make service level commitments that show a real knowledge and understanding of the customer’s business may be the difference between winning and losing a bid. Proposing service levels that make sense to the customer, that measure in terms of the customer’s requirements, will demonstrate that the supplier intends to be more than just a provider of technical services.

The Compendium goes on to list some 934 service levels and how they should be documented.  About 580 pages in all. The full table of contents can be found here. How to use The Compendium is described here.

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