Continuing Our Journey toward Excellence'''

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Continuing Our Journey toward Excellence...
The Enterprise Management Education SeriesModule
7 Service Level Management
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Objectives

• Develop a basic understanding of Service Level
  Management.
• Learn how to create a Service Catalog.
• Identify when a SLA, OLA or UC are needed and how
  to create, close and manage agreements.
• Develop performance measures and reporting to
  ensure agreements are met.

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Service Level Management

• Service Level Management ensures agreement to and
  monitoring of an optimal level of service for the
  customer in close cooperation between provider
  and supplier.
• A Service Level Agreement specifies the service,
  the service levels, specific conditions and the
  parties involved.

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Group Exercise

• Why

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Why ?

• Increase customer satisfaction
• Ensure effective communications between the
  provider and the customer
• Clarify roles and responsibilities
• Ensure Providers performance meets Customers
  expectations

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Service DeliveryHow Leaders, Managers and Teams
Drive Innovation and Deliver High Performance
Maximum Customer Centric Value
Innovation Focused Enterprise
Effectiveness Focused Enterprise
High Performance
Enhancement
Efficiency Focused Enterprise
Utility
Relationship Complexity
Presented at OPX 08/26/04
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Continuous Process Improvement
Plan
Do
Act
Study
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(No Transcript)
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Service Quality Components
SERVICE
SATISFACTION
PERFORMANCE
Process
Product
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Key Terms

• OLA - Operational Level Agreement
• SLA - Service Level Agreement
• UC - Underpinning Contract
• SLR - Service Level Request
• Agreement - with/among customers
• Contract - with/among suppliers
• Service Catalog -defines all services

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Structure of SLM
Customer Needs
SLA
PERFORMANCE
SATISFACTION
Service
Processes
Employees
Products
Systems
OLA
UC
INTERNAL SUPPLIERS
EXTERNAL SUPPLIERS
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Defining the Process

• Define Services
• Define Customers
• Define default capabilities and targets
• Define Roles and Responsibilities
• Review / modify / create new foundational OLAs
  UCs
• Service Catalog content
• SLA content
• Develop Key Performance Indicators and Metrics
• Documentation of relationships /
  interdependencies with other services and systems

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Service Catalog
Service Catalog
Default
Request for Service
Options
Targets
Gold Silver Bronze
SLA
Levels
OLA
UC
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Service Catalog Outline

• Introduction
• Overview of Services
• General Information
• Services
• List each Service
• Description of service
• Default targets and options
• Roles and Responsibilities
• Costs
• Glossary
• Procedures
• Forms

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Prioritization

• Impact
• The degree to which the provision of services are
  disrupted within the organization, and the effect
  the interruption has on other areas of the
  business.
• Urgency
• The speed with which the incident must be
  resolved.

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Priority Scheme example
High
Dept / Unit
Medium
2nd Floor Critical Process gt 10 People
Low
IMPACT
1 Person
High
Medium
Low
Critical Service
Support to critical
Non Critical Service
URGENCY
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Escalation

• Functional
• Transferring a request from first-line to
  second-line support groups, or further, is called
  functional escalation.
• Hierarchical
• Hierarchical escalation can take place at any
  moment during the resolution process when it is
  likely that the request will not be resolved in
  time or satisfactorily.

Hierarchical (Authority)
Functional (Competence)
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MOWING MAINTENANCESTANDARDS AND GUIDELINES
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Group Exercise

• Services
• Task
• List services
• Pick one service
• Identify service levels, priorities, escalation
  

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Memo Casual Dress Code on Fridays
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What is an SLA?

• A formal agreement between the customer and the
  service provider specifying service levels and
  the terms under which a service or a package of
  services is provided to the customer.
• Details of deviations from the standard services,
  options and levels described in the Service
  Catalog.

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Suggested SLA Outline

• SLA number
•  
• Provider Information Customer Information
•  
• List of services from the Service Catalog to be
  provided. May be just a check list.
• Service 1
• Service 2
• Service 3
• Identify any deviation from the default levels of
  service in the catalog.
•  
• Date Date

Customer Signature
Provider Signature
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Agreements vs. Contracts
Internal/External Customers
SLA Service Level Agreement
OLA Internal suppliers and maintenance personnel
UC External suppliers and maintenance personnel
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SLA and OLA Management
SLA with Customer
OLA 1
UC 1
OLA 2
Multiple Clocks can be running!
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Process Implementation Strategy
Document AS IS
What Who
Define Details (How)
Review Project
Gather existing Documentation Gather
current Procedures Document current Customer Rela
tionships Gather existing Service
Levels Assess Current Service tools Document
existing Roles Responsibilities
Review OLAs Review UCs Define Current Service
Offerings Define Current Service Levels Develop
Service Catalog Define SLA Structure Define
SLM process
Document detailed procedures and Policies Formal
ize OLAs Formalize Contract Mgmt.
Process Customize tool for Monitoring
and Reporting Define Customer Pilot Negotiate
SLA from Service Catalog Review
Service requirements
Monitor SLA Pilot Report on SLA Pilot Review
SLA Pilot Full SLA Negotiation Full SLA
Sign-off
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Executing the Process
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Management Framework GOVMAX Dashboard - KPI

• Key Performance Indicators/ Measures should
• be driven by client/customer requirements and
  strategic / business plans
• be tied to critical success factors
• facilitate measurement of results achieved and
  progress made in the implementation of strategic
  / business plans
• direct effort toward desired results
• be few and critical to the organization's success
  
• consider financial, operational and
  client/customer measurements
• allow for assignment of responsibility and
  accountability for monitoring, reporting and
  their achievement
• be observable and verifiable
• Management Reports Dashboard, Balanced
  Scorecard
• Review Cycle - Plan, Do, Study, Act, Monitor

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Thank YouQuestions?
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Next Steps

• Complete Module 7 Post-Assessment.
• Add to your to-do list
• Module 8 pre-assessment (Dashboard/ Performance
  Measures by April 20
• Register for Module 8 via TRAC