Service Level Management

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Service Level Management
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Goal Primary Objective

• To maintain and gradually improve business
  aligned IT service quality, through a constant
  cycle of
• Defining
• Agreeing
• Monitoring
• Reporting
• Reviewing IT service achievements and through
  instigating actions to eradicate unacceptable
  levels of service

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Responsibilities

• Produce and maintain the Service Catalogue
• Negotiate and agree service levels
• Measure and report actual service levels against
  targets
• Maintain service levels in line with business
  requirements
• Co-ordinate other ITSM functions and suppliers
• Review all agreements and contracts against
  changing business need
• Proactively improve Service Levels

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Terminology

• Service Catalogue (ARGOS Catalogue)
• Service Level Requirements (SLR) Amounts
  Availability, Response Time ..
• Service Level Agreement (SLA) Document
  Client/Supplier
• Operational Level Agreement (OLA) Document
  Internal
• Underpinning Contract (UC) Document 3rd Party
  Suppliers
• Service Improvement Programme (SIP) To Maintain
  Business alignment

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Structure of SLAs

• Some organisations adopt a multi-layer structure
• Corporate Level
• - Covering all generic SLM issues appropriate to
  every Customer throughout the organisation
• Customer level
• - Covering all SLM issues relevant to the
  particular Customer group, regardless of the
  service being used
• Service Level
• - Covering all SLM issues relevant to the
  specific service, in relation to a specific
  Customer group

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Structure of SLM
Customers
SLA
IT Service Department
IT Systems
IT Systems
OLA
UC
Supplier Maintenance
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SLA Contents

• Examples
• - Introduction - Change
• - Service Hours - IT Service Continuity
• - Availability - Security
• - Reliability - Charging
• - Support - Service Reporting
• - Throughput and Reviewing
• - Transaction Response - Glossary of terms
• Times - Escalation Path
• - Batch turnaround times

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Benefits

• Actual service delivered measured against targets
• Allows Customer to weigh service against charges
  (Value for Money)
• Potential cost reduction in long term
• Agreed conflict resolution route
• Less unpredictable demands
• Improved customer relations

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Exam Tips

• Negotiate and Agree

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Exam Question

• Which of the following are direct advantages of
  entering into Service Level Agreements?
• 1 The expectations of both the IT customer and
  the provider should be aligned
• 2 Fewer incidents will occur
• 3 Unambiguous measurements of service provision
  will be provided
• 4 The number of changes that have to be backed
  out will decrease
• A 2 4
• B 1 2
• C 3 4
• D 1 3

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Financial ManagementAvailability
ManagementCapacity ManagementIT Service
Continuity Management