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Implementation of ITIL Based Service Level Management for Improving an Organization’s Efficiency


Any Organization goal is to improve and optimize the IT services with minimal cost. In this paper, we will be focusing mainly on the Information System Management for Tax administration in Finland. The focus will be on improving the customer satisfaction. The business processes, work collaboration among the teams and products, services quality provided to clients needs has to be upgraded every time to stay in the competitive market and this paper deals with the factors that have been upgraded or improved in order to gain efficiency especially in the IT stream. This also describes how the Service Level Management for this Tax administration was considered for improving the services by implementing the Keys to IT Service Management Excellence services

Technique and the results obtained after the implementation (Antti Suhonen, 2013). The paper contains information regarding how the case study has been organized, what are the research methods included, data analysis, and how the implementation part was performed on this department (Antti Suhonen, 2013). I will be mainly focusing on the general summary, what are the positive outcomes and see if anything could have been done better based on the findings.

Keywords: Service Level Management, KISMET, Tax Administration Implements SLM

Implementation of ITIL Based Service Level Management for improving an Organization’s Efficiency

The focus of this paper is mainly on a specific unit of Finnish Tax administration which is Information System Management, and this case study was performed for the year 2012. Nearly 60 employees out of 5300 full- time employees worked in ISM unit and the major work carried out by this area is to respond to customer’s requests, creating and managing the service incidents, etc., service desk and customer support activities. The ISM unit already follows the ITIL based service level management process and the focus is based on the defining the Service Level Management reactions such as Service Level Agreement. Usually the SLM contains rules. The rules are made up of different attributes such as configuration item, state of support ticket, resolution time, types of support tickets, and notification settings. The data collected for this case study was from the Archival records and documents the Tax department has stored it for years, scheduled meetings with customer managers, employees, and surfing through the intranet and the ITSM system.

Summary of Implementation of SLM

The Administration team has gone through many steps (Stationery, 2011) for implementing the ITIL based SLM. The first step they took was to arrange and schedule the meetings with the higher executives, stakeholders and define a business goal to achieve the SLM and eventually everyone identified that the main objective of their meetings was to unite the working process of ISM using SLM. They had to understand where exactly they in the current state of the SLM implementation are and what are their SLA’s and OLA’s (Baskerville, 1999). The second step is about analyzing and figuring out where they stood with SLA such as how much time the internal employees take to solve a customer problem, service request or incident and during this assessment, they, found drawbacks associated with their current ITSM and it was noted that the most of the customer support did not know how to create SLA or OLA and no reporting tools to provide accurate SLA and information about the service requests, etc. The third step was to improvise their current process of handling the SLM services such as training the employees on how to use the ITSM system and gain knowledge on the SLM area practices etc. The other proposal was to define metrics to meet the defined goals and in this way, the business can monitor their resolution times for service request and tickets.

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The implementation of ITIL based SLM happened after the team has discussed about sending questionnaire to customers which included questions like what type of reactions are suitable to different types of support tickets and who should be responsible for managing the SLM, which configuration items should have their own SLA and OLA when notification settings should be sent out.

Finally, evaluation of their implementation of SLM services was considered and this process must deal with providing feedback about the improved services, process, and tools that were being used. The ISM team concluded that the improvised services were functioning as expected and provided good result. The ISM team was finally able to gain knowledge on the SLM practices and were able to create SLA’s and OLA’s.

Positive takeaway of approach for SLM improvisation

The things that I liked from this case study is that there was a proper way of communication among all the employees which included higher officials as well as the lower management level and scheduling the meetings for defining primary objectives of their business needs and particularly about those meetings. The feedback form always has a different and genuine feedback from the customers. The whole focus of this department was to improvise the way the customer services can be handled so that the resolution time for a client will be dealt as soon as possible. I would agree with the approach that the department went through as for any company customer satisfaction is the most important factor that affects the company’s reputation, brand.

They have also started to generate the SLA and OLA reports so that they can be documented and maintained for audit purpose that happens annually.

I would say that the methods adopted by the Tax department had no flaws and was way better in terms of conducting meetings, finding out the challenges associated with their current ITSM system, and improvising them by using feedback forms and training the employees to gain knowledge on SLM practices and procedures.


The case study looks much better in terms of organizing their business goals and collaborating with the teams and higher executives to establish a business goal and make sure that it is achieved. The customer service desk and Incident tickets in my view are a critical asset for any organization and the company has thought of starting to improvise their services from the most important factor. However, this research is based on a single organization and the results are also limited to this organization. This could be further expanded and include other organizations as well so that we could get to know more in-depth information of how it differs from one organization to another. Lastly, feedbacks can be collected from employees regarding how this improvised SLM is affecting their job duties and is it in sync with the reality that they expected when they initially set up this business goal.


  1. Antti Suhonen, S. H. (2013). Implementation of the ITIL-Based Service Level Management Process to Improve an Organization’s Efficiency. The Eighth International Conference on Software Engineering Advances.
  2. Baskerville, R. L. (1999). Investigating Information Systems with Action Research. Communications of the Association for Information Systems.
  3. Stationery, T. (2011). ITIL Continual Service Improvement.
  4. The Cabinet Office, T. S. (2011). , ITIL Service Design.

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