Service Level Management

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

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

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

Structure of SLM
Customers Customer Customer Customer

SLA

IT Service IT Service Department

IT Systems

IT Systems

Supplier & Maintenance

OLA

UC

Internal

External

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

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

SLM

Exam Tips
Negotiate and Agree

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

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Financial Management Availability Management Capacity Management IT Service Continuity Management

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