ITIL – Service Level Management: Aligning IT w/Business Requirements

What is the purpose of Service Level Management?
ITIL states that the purpose of the service level management is to ensure that all current and planned IT service are delivered to agreed achievable targets
What is Service Level Management?
Is the discussion negotiation, and agreement with the customer about what IT services should be provided and ensuring that objective measures are used to ascertain whether that service has been provided to the agreed level.
What are the objectives of Service Level Management?
The objectives are not restricted to:

Define
Document
Agree
Monitor
Measure
Report
Review

What are some additional objectives of SLM?
An development appropriate targets for each IT service, which must be specific and measurable so that there is no debate whether they were achieved

Another object, is to uncertain the level of the customer’s satisfaction with the service being provided and to take steps to increase it

A final objective is to improve the level of service, even when targets are met.

What is the scope of a SLM?
The scope includes for performance of existing services being provided an the definition of required service levels for planned services.
What are Service Level Agreements (SLA)?
A written agreement between IT service provide and customer. A service-level agreement describes IT service, documents the service-level targets, and specifics the responsibilities of the IT service provider and the customer
What are Service Level Requirements (SLR)?
A customer requirement for an aspect of an IT service. SLRs are based on business objectives and used to negotiate agreed service-level targets
What is an Operational Level Agreement (OLA)?
An agreement an IT service provider and another part of the same organization that assists in the provision of services
What is a Underpinning Contract (UC)?
A contract between an IT service provider and a 3rd party. The 3rd party provides goods or services that support the delivery of a IT service to a customer
What is a Service Improvement Plan (SLP)?
Service Level Management cooperates with and complements the Business Relationship Management

Improvement actions identified by SLM in a SLP are implemented in conjunction with continual service improvement, documented in the CSI regester, where they are prioritized and reviewed

Capturing Service Level Requirements (SLR)
SLRs represent what is required by the customer for a particular aspect of service, based on business objectives

High level SLRs will have been discussed during the strategy phase of the service lifecycle and will have been used as an input to the decision whether the service should be developed at all.

Once the decision has been made and services moves into the design phase, it is the responsibility of SLM to expand upon and clarify these and any additional requirements

What does an SLA contain?
Contains a simple description of the purpose and scope of the document so that any reader is clear what the intention is

Should be clear the period to which the agreement applies

Make the distinction between the service and the support provided for that service and to specify the house that each of these is available

Levels of availability and reliability has been agreed on

Should state what level of throughput is reasonable

Security continuity provisioning and security aspects of the service should be stated

The SLA should state the method used to calculate priority levels for incidents and state the target times for incidents to be resolved and requests to be fulfilled

Agreed downtime for maintenance and critical business periods

The bases for charging for services (per head, gigabyte, etc.)

Methods by which the service provision is to be judged should be stated

What does building the SLA include?
To make a commitment in an SLA, the service level manager must be confident that each part of the service will be delivered to the required standard

This is achieved by ensuring that agreements exist with the internal teams providing elements of the service (OLAs) and that the necesary contracts exist the 3rd party suppliers to underpin those aspects of the service provided by external bodies

Every commitment in the SLA should be supported by an underpinning agreement, either an OLA or a UC

What are the 3 options for a SLAs?
Service-based SLA – only one service is covered by the SLA

Customer-based SLA – covers all services provided to a single customer or customer group

Multilevel SLA – has three sub levels
– Corporate Level: applicable to all users across the organization

– Customer Level: applicable only to that particular customer

– Service Level: contains information on a particular service as it is delivered to that customer

Monitoring and improving service delivery includes?
The service level manager to produce reports that should whether the SLA targets were achieved

It is important that the service management tool used by the IT service provider captures the required information accurately

Reporting may need to be adjusted throughout the life of the SLA

When setting up meetings with the customer to review service, you should…
Should schedule monthly or quarterly meetings and have a standard agenda

Agenda should include:
– Review of previous minutes
– Review of major incidents
– Review of service reports
– Discussion of any issues
– Review of service improvement plan progress
– Discussion of future business developments
– Notifications of any IT changes that may affect the service to be delivered

Building of a Service Improvement Plan should include:
Issues identified at the service review that may need to be formalized into a service improvement plan

Drawn up by the service level manager and agreed on at the service review

SIP will an agreed desired outcome and timetable

Actions will be allocated and progress checked

When deciding whether an SIP is required, the SLM should consider the cost of any improvement actions and the business benefit to be achieved

What are the other processes that the SLM interface with to ensure agreed service levels are met?
Problem management
Availability Management
Capacity Management
Incident Management
IT service continuity/management
Information Security
Suppler Management
Service Catalog Management
Financial Management
Design Coordination
SLM works with CSI
SLM works BRM