Service Level Management: A CA IT Service Management Process Map

CA's IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. One uses the analogy of subway or underground system transport maps to illustrate how best to navigate a journey of continuous IT service improvement. Each map details each ITIL process (track), the ITIL process activities (stations) that must be navigated to achieve ITIL process goals, and the integration points (junctions) that must be considered for process optimization. The journey of Service Level Management involves negotiating, defining, managing and improving the quality of IT services at an acceptable cost to the business.