3. Service Level Management Process

Term/Theory

Definition/Point

Objectives

Negotiates SLA’s and ensures they’re met. Impacts 2 other stages (trans/ops):

  • Define, document, agree, monitor, measure, report and review the level of IT services provided
  • Provide and improve the relationship and communication with the business and customers
  • Ensure that specific and measurable targets are developed for all IT services
  • Monitor and improve customer satisfaction with the quality of service delivered
  • Ensure that IT and the customers have clear expectations of the level of service to be delivered
  • Ensure that proactive measures to improve the levels of service delivered are implemented whatever the costs are justified

Service Level Requirements

  • Requirements for a customer facing aspect of an IT service
  • Based on business objectives and used to negotiate agreed SL
  • targets from customer perspective
  • Includes:
    • Availability
    • Reliability (time entre inc)
    • Maintainability MTTR
    • Serviceability – ability of 3rd party to meet terms of contract capacity

Underpinning contracts

Contract between suppliers/external partners

Operating Level Agreements (OLA)

Contract between internal units

Service Level Agreements (SLA)

  • Basis for managing relationship between service provider and customer.
  • Defines key targets/responsibilities for both parties
  • Match biz needs/expectations to IT services.
  • OLA/UC’s support SLA

Service Level Mgmt (SLM)

  • Ensures all ITSM processes, OLA’s, and UC’s are appropriate given SL targets.
  • Represents IT to the business. Provides POC to business managers/customers to IT.
  • Responsible for agreeing and documenting service level targets/responsibilities for every activity in IT.
  • SLM must have close interface with SPM.
  • Planning coordinating drafting agreeing monitoring reporting on targets in SLA.

SLA Process Activities

Service Level Management Process Activities:

1. Design Service Level Agreement framework structures:

  • Service-based SLA (covers one service for all customers)
  • Customer-based SLA (covers one customer for all services)
  • Multi-level SLA (combinations of the above)

2. Determine, document, and agree on the requirements for new services and produce Service Level Requirements on an iterative basis.

3. Monitor service performance against SLA.

4. Collate, measure, and improve customer satisfaction.

5. Review and revise underpinning agreements (sub-SLAs, OLAs, and UCs) and service scope.
6. Produce service reports.
7. Conduct service reviews and initiate necessary improvements
within an overall Service Improvement Plan.
8. Review and revise SLAs, service scope, and underpinning
agreements.
9. Develop contacts and relationships.
10. Record and manage both complaints and compliments.