Adaptive Service Level Management

In the aerospace industry, it is not unusual for an IT infrastructure, which consists of hundreds of applications, thousands of computers, and massive data storage, to serve only a single program. The quality requirement of services varies from time to time and ensuring the quality of services becomes extremely challenging. The difficulty is compounded if a cutting-edge new technology needs to be integrated with the existing services. From the IT service management standpoint, forecasting changes and adapting to changes are necessary to deliver high quality and cost-effective services. As a quality management system, there are two key elements, processes and techniques. This paper describes a practical experience of managing a large IT services and support. An adaptive service level management approach was used to deliver just-in-time quality services. Techniques, such as the reliability block diagram and scalability weight factor, were used to assist for determining the quality level of a large complex system.