ITIL Service Level Management (SLM) - Process & Implementation

Service Level Management
ITIL v3 Service Level
Management
Process &
Implementation
... ensuring that all
current and planned IT
services are delivered to
agreed achievable
targets

„Service Level Manager is a waiter,
Service Catalogue is a menu!”
Service
Catalogue
SLA
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Purpose and objectives
Objectives
• Define, document, agree, monitor,
measure, report and review the level of IT
services
• Ensure specific and measurable targets
for all IT services
• Improve the relationship with the
business and customers
• Monitor customer satisfaction (... and
improve it)
• Manage service level expectations
• Continual service improvement.This document is a partial preview. Full document download can be found on Flevy:

Scope
Scope
• point of contact and communication to the
customers and business in relation to service levels.
• represent the IT service provider to the business,
and the business to the IT service provider.
• encompass the use of existing services and the
potential future requirements for new or changed
services.
• manage the expectation and perception of the
business, customers and users
• Negotiation and agreement of requirements for
service functionality (utility), except to the degree
functionality influences a service level requirement or
target.
• Detailed attention to the activities necessary to
deliver service levels that are accounted for in other
processes
• Negotiation of underpinning supplier contracts and
agreements is part of the supplier management
process to which SLM provides critical input and
consultation.
Out of Scope

Value to business
Value to business
• consistent interface to the business for all service-
level-related issues.
• agreed service targets and the required management
information
(to ensure that those targets have been met. )
• Managing SLM breaches
RELIABLE COMMUNICATION CHANNEL &
TRUSTED RELATIONSHIP AT A TACTICAL LEVEL.This document is a partial preview. Full document download can be found on Flevy:

11
Service relationship and dependencies
(Policies, principles and basic concepts)
Definitions:
– SLA
– OLA
– Underpinning
Contract
– Supplier
The business
3
2
Business
Process 1
9
8
Business
Process 7
Business Unit A Business Unit C
6
5
Business
Process 4
Business Unit B
GFEDC
B
System
H/W
System
S/W
DBMS Networks Environment Data Applications
Infrastructure
(iii)
(ii)
Support
team (i)
Teams
(iii)
(ii)
Supplier (i)
Suppliers
OLAs
Underpinning
Contracts
IT
Supporting
services
Supporting
services
SLAsService A
ITIL Service Design book:
Appendix F: Sample SLA & OLA

Key definitions
OLA
Operational Level Agreement (or OLA) is an
internal document underpinning the SLA.
It is an agreement between an IT service provider and
another part of the same organization that assists with
the provision of services
Example: a facilities department that maintains the air
conditioning, or network support team that supports
the network service.
OLA should contain targets that underpin those within
an SLA.
UC
SLA

15
Designing SLA frameworks
(Process activities, methods and techniques)
Corporate Level:
• generic SLM issues that apply to all
customers or all services,
• Example: Service Desk, Charging,
Customer Level:
• SLM issues related to particular
customer group
• Example: Finance / Marketing / HR
department,
Service Level:
• SLM issues relevant to specific service,
in relation to specific customer group
• Example: Financial, distribution
SLA – Corporate Level
SLA – Customer Level
SLA - Service
Level
Customer-based SLA:
Agreement with an individual
customer group, covering all
services they use
Multi-level SLAs:
...e.g. Three-layer structure
Service-based SLA:
• Covers one service for all the
customers of that service
• Example: E-mail
SERVICE
A
CUSTOMER
3
CUSTOMER
2
CUSTOMER
1
SERVICE
B
SERVICE
C
SERVICE
A
CUSTOMER
3
CUSTOMER
2
CUSTOMER
1
SERVICE
B
SERVICE
C

SLM process in a nut shell - two cycles…
Negotiate
AgreeUnderstand
Report
ImproveMonitor
SLA
Negotiate Report
AgreeUnderstand ImproveMonitor

Triggers, inputs, outputs and intefaces
• Changes in the service portfolio
• New or changed agreements, SLRs, SLAs, OLAs or contracts
• Service review meetings and actions
• Service breaches or threatened breaches
• Compliments and complaints
• Periodic activities such as reviewing, reporting and customer
satisfaction surveys
• Changes in strategy or policy.
19
• Service reports
• Service improvement opportunities for
inclusion in the CSI register
• SIP
• The service quality plan
• Document templates: standard document
templates, format and content for SLAs,
SLRs and OLAs, aligned with corporate
standards
• Reports on OLAs and underpinning
contracts
• Service review meeting minutes and
actions
• Updated change information, including
updates to RFCs
• Revised requirements for underpinning
contracts
• Business information
• BIA
• Business requirements
• The strategies, policies and constraints
from service strategy
• The service portfolio and service
catalogue
• Change information, including RFCs
• CMS
• Customer and user feedback, complaints
and compliments
• Improvement opportunities from the CSI
Register
• advice, information and input from any of
the other processes (e.g. incident
management, capacity management and
availability management),

Process Interfaces – cont.
Financial
Management for IT
services
• ...helping to define service level targets that
relate to their area of responsibility
• Once targets are agreed, each process ensures
achievements match targets.
• FM validate the predicted cost of delivering the
service levels required by the customer
• FM ensure that actual costs are compared with
predicted costs
• SLM does development of agreed SLRs and the
associated service targets which the new or
changed service must be designed to achieve.
Design coordination
Availability, Capacity,
Security and
Continuity
Management

• inaccurate input,/no involvement/ no
commitment from the business and customers
• inappropriate tools and resources
• bureaucratic, administrative process,
• Up-to-date CMS and SKMS
• Bypassing the processes
• difficult Business and customer measurements
• Inappropriate business and customer contacts
and relationships
• customer have High expectations / Low
perception
• Poor communication with the business and
customers.
Risks
Risks

SLM Process Owner - accountable for the process
Service Level Manager
• Business awareness
• Negotiation
• Customer requirements
• Portfolio and Catalogue assistance
• CAB attendence
• Monitoring and reporting
• Triggering and driving SIPs
• Reviewing
• Customer relations
• Service Owner
• Service Design Manager
• Service Catalogue Manager
• Supplier Manager
• IT Planner
• IT Designer / Architect
Roles
SLM Process Owner
Service Level Manager
Other roles

Implementing
SLM…

1. Appoint Service Level Managers
Service Level Manager - Roles and
Responsibilities:
• (Create service catalog)
• Formulates, agrees and maintains SLM
structure
• Negotiates, agrees and maintains SLA with
customer
• Negotiates OLAs with IT provider
• Analyses and reviews service performance
against SLAs and OLAs

Management
System
Management
Application
Management
Network
Management
Operations Service
Management
Technical
Support
Task 1
Task 3
Task 2 Task 4
Task n
Processes
Silos
2. Assemble core team – (Important! - Defined
Service Management processes across teams! )
…from “silos culture”…to service oriented collaboration!
• IT Organization working together with a SPOC
• Working as a team ( Sharing information, Supporting each other)
• Common objective to serve the customer

3. Create Service Catalogue
• Initiate with a site survey
• All applications, services and products (CIs)
• Number of users
• Business impact and value chain
• Develop a standard list of products and
services provided
• Determine the level of support to be provided
at the service desk
• Define the internal support provide
responsible for functional escalation and
problem management
• (Modified later to contain cost information… if
necessary)
• Subsection creates the customer brochure
• Finalize list with project team
• Changes to Service Catalogue only under
change management process!

5. Develop Underpinning Contracts
Sample of the legal and commercial topics typically
covered by a service or contractual agreement:
• Scope of services to be provided
• Service performance requirements
• Division and agreement of responsibilities
• Contact points, communication and reporting
frequency and content
• Contract review and dispute resolution processes
• Price structure
• Payment terms
• Commitments to change and investment
• Agreement change process
• Confidentiality and announcements
• Intellectual property rights and copyright
• Liability limitations
• Termination rights of each party
• Obligations at termination and beyond.
Appendix I,
ITIL v3 Service Design book
Example of the contents of a
statement of requirements
and/or invitation to tender

6. Develop SLA – SLA sample structure
• Header: name, brief description etc.,
• Description, main features of the service,
• Scope of the agreement (what is included in the
SLA and what is not)
• Service hours in which the service will be
provided
• Availability of the service, usually in %: service
time / downtime,
• Reliability (e.g. maximum of the service breaks in
specified time),
• Service support: how to contact the support -
Service Desk (time, scope of the service desk,
etc.),
• Escalation procedures: how the ecalation will be
performed
• Throughput
• Transactional response times
• Batch turnaround times
ITIL Service Design book:
Appendix F: Sample SLA

6. Develop Service Level Agreement (SLA) … How
to start!
• It’s easier to negotiate a
corporate level SLA
initially
• Some core business
units have special
requirements based
upon service/customer
requirements
• Avoid making multiple
SLAs with conflicting
and vastly different
objectives
SERVICE LEVEL AGREEMENT
• Introduction
• Service Hours
• Availability
• Reliability
• Support
• Throughput
• Transactional response times
• Batch turnaround times
• Change
• IT Service Continuity and Security
• Charging
• Service reporting and reviewing
• Performance incentives/penalties

7. Develop Reporting – Key Metrics
• Sources
• Automatic Call Distribution System (ACD)
• Service Management tool
• Monitoring
• Email
• Knowledge Management
• Report Metrics - Example:
• Average speed of answer
• First Contact Resolution
• MTTR
• Response and Resolution service breeches
• Response and Resolution attainment (SLM compliance)
• Availability, Reliability, Capacity (when part of SLA/OLA, UC)
• Recurring Incidents
• Customer Satisfaction

8. Develop SLM Process
1. Identification
• Identify business perspectives¸:
.... Customers, Products, LOB’s, Value Chain, Goals..etc)
• Evaluate process maturity
2. Planning
• Planning (appoint SLM Process Mgr, mission statement, objectives and scope,
awareness, roles, tasks and responsibilities)
• Plan monitoring capabilities
• Identification of support tools
• Establish initial perception
• Underpinning contracts reviewThis document is a partial preview. Full document download can be found on Flevy:

THE END
ITIL v3 Service Level
Management Process
... ensuring that all
current and planned IT
services are delivered
to agreed achievable
targets

1
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ITIL Service Level Management (SLM) - Process & Implementation

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