The goal for service level management (SLM) is to maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting upon IT service achievements and the instigation of actions to eradicate poor service - in line with business or cost justification. Through these methods, a better relationship between IT and its customers can be developed.

• Training services
• Contractor response times

CCN4 Service management guidance for acute trusts

CCN4 guidance notes have now moved to the LPfIT acute SharePoint site.

Training services

Training services have the same SLA's as live services. Therefore, during deployment service levels are on best endeavours basis until the service commencement date.

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Contractor response times

Contractor response times are the time a given message takes to process within the local service providers (LSP) boundary of responsibility 'their data centre'.

End to end response times

End to end response times are the time a given message takes to process from an end user perspective and includes the time across the local network, N3 network and the LSP data centre. For messages interacting with the SPINE this time is also included.