Service Definitions

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Service Definitions Service Roles

• John Elliott Service Manager
• Lorraine Forster Service Management Consultant

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Agenda

• Service Definitions Diagram
• Service Roles
• Service Definitions
• Service Level Management
• Service Agreements/Objectives
• Operational Level Agreements
• Questions

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(No Transcript)
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• Roles Definitions
• SDH - Service Definition Handbook - Information
  Booklet on INSRV Services linked to Service
  Charter which explains responsibilities and
  obligations upon both service provider and user
• SLO - Service Level Objective Description of
  what the service is intended to deliver for the
  user and the performance expected
• SLA - Service Level Agreement - Agreement with
  external user, or external supplier of services
  which describes roles, responsibilities and
  performance expected
• CSO - Customer Services Owner The internal
  representative of the customer within INSRV who
  controls the resource necessary to resolve an
  incident/problem
• PM - Problem Manager The person within the
  Front Office who co-ordinates SLA/SLO
  performance/delivery and front office/back office
  communication and who is involved in the
  escalation process

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• Roles Definitions
• SPOC The Single Point of Contact for a
  technical team
• OLA - Operational Level Agreement A description
  of the commitment to provide response and
  resources to the Front Office to achieve SLA/SLO
• TSO - Technical Service Owner - Technical Owner
  of the Service, e.g. Team Leader
• CIP Continued Improvement Programme Including
  refinement of Service Agreements/Objectives
• UPC - Underpinning Contract - 3rd Party Suppliers
  Contract Agreement to meet OLA as specified by
  TSO

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Service Definitions (Draft)
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Service Level Management

• Team Agreements (To Resolve Customer
  Problems/Requests)
• Service Level Agreement/Objective
• Operational Level Agreements

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Questions