Service Level Analysis method - SLAM

We illustrate a conceptual framework for business oriented Service Level Management (SLM). Currently IT systems are complex objects that support business operations. To be meaningful, a control system should link business and IT performances. This need, though recognized by most IT management frameworks, is not specifically analyzed. Defining a methodology capable to identify this link is the purpose of our work. The proposed methodology identifies relevant IT systems supporting business activities. The key novelty is that the integration between business Key Performance Indicators (KPIs) and IT systems KPIs is performed through a new uptake of Use Case approach. The paper illustrates the conceptual framework, the method and its use in a large transportation organization. The proposed approach has been successfully used by an organization.