9 Service Level Mgt

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 3

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 4

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

Customer

Customer

Customer

SLA

IT Service IT Service Department

Supplier & Maintenance

IT Systems

IT Systems

OLA

UC

Internal

External

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SLA Contents Examples - Introduction - Service Hours - Availability % - Reliability - Support - Throughput - Transaction Response terms Times - Batch turnaround times

- Change - IT Service Continuity - Security - Charging - Service Reporting and Reviewing - Glossary of - Escalation Path

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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 8

SLM

Exam Tips • Negotiate and Agree

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Exam Question • Which of the following are direct advantages of entering into 1 2 3 4

A B C D

Service 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&4 1&2 3&4 1&3

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Financial Management Availability Management Capacity Management IT Service Continuity Managemen

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