Category:Service Level Management

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Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes effecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.
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Contents

Introduction

A key process in the Service Design life cycle phase.

Goals & Objectives

  • To agree on SLAs, UCs and OLAs that are consistent with what the IT Organization can deliver.
  • To ensure agreed levels are met.
  • To review contracts, present KPIs and implement SIPs

Terminology

  • SLA: Service Level Agreement between provider and customer
  • UC: Underpinning Contract between 3rd party supplier and provider
  • OLA: Operational Level Agreement between provider and other internal departments that the service is dependent on for delivery.
  • SIP: Service Improvement Plan
  • Objective perspective: Numbers used in KPIs
  • Subjective perspective: Untangible KPIs, difficult to measure accurately
  • SLR: Service Level Requirements are the basis of a SLA

Roles

Service Level Manager: Accountable for signing SLAs, OLAs & UCs.

Note: The Supplier Manager is responsible for arranging and reviewing all UCs, but the Service Level Manager should sign all UCs to ensure they are consistent with all relevant SLAs.

Scope

The Service Level Management process has contact with many ITILv3 key processes. All changes to service components trigger the SLM process. Also changes in business strategy should trigger the IT organizations SLM process.

Activities

  • Formalize and sign SLAs, OLAs and UCs.
  • Provide SIPs
  • Customer SLA reviewal meetings

Interfaces

The Service Level Management process must interface with all other Service Design processes to ensure SLR and agreed levels can be met.

Inputs

Outputs

  • Up to date SLA, OLA & UC
  • SIPs
  • Reports
  • Document templates for all agreements
  • New and revised contracts

Value to the Business

  • Professional agreements where the IT organization ensures that the SLA is met. KPIs are provided to show targets are being met.
  • Improved customer satidfaction
  • Higher percentage of targets being met

Implementation

  • Agreeing on services, ensuring delivery and targets are met and documented.
  • There are many risks to not implementing SLM properly. Ensure the process does not become too beueaucratic. IT must be reactive and proactive to produce better value to the customer and the IT Organization.

Challenges to implementation

Flow Chart Model

Tips for exam

  • Remember the different types of agreements
  • The wording of SLAs must always be clear and consise.

References and resources

Service Design, OGC

Articles in category "Service Level Management"

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