Itil Service Level Management

Lesson Objectives: •Service Level Management

Why Service Level Management ??? •

It helps to ensure that we deliver IT services to our customers in a reliable and cost effective manner.

•

It is used to create a balance between what level of quality of service an IT organization can provide and what a customer wishes to receive.

Objectives of Service Level Management: • Measuring service performance   

To report performance To track costs Allow corrective action

• Providing improved quality service  

Improve customer relationship Improve customer satisfaction

• Awareness about responsibilities and roles between

IT organization and customer  

Fewer misunderstandings Faster resolution of disputes

A primary tool for SLM : The SLA •

SLA provides the customer and the IT service provider with a definite product which both parties support and agree with.

Ten common features of SLA:

• Service Description  

Description of key business functions, deliverables Scale, impact & priority of service

• Service Hours 

Description of the hours the service would be available

• Service availability 

Description of targeted levels of service within agreed upon hours

• Support Levels 

Description of how to contact service desk

• Performance  

Details about responsiveness of the service Expected turnaround time

• Functionality 

Number of errors allowed before determining that the SLA has been breached

• Charges 

Details of billing formulas used

• Continuity 

Disaster recovery plan including details of the service provision and recovery times

• Security  

Security of IT services Security Measures taken

• Changes 

Details of the change management procedures

Structure of SLA: •

MULTILEVEL

•

SERVICE BASED

•

CUSTOMER BASED

Multilevel SLA:  What kind of services can MULTILEVEL Structure cover?

Service based SLA:

Customer Based SLA:

Stages of the SLM process :

 Documents created during Negotiation Phase:

NEGOTIATION PHASE:

FINALIZING PHASE: •

Drafting

•

Amending

•

Completing SLA and supporting agreements

MONITORING PHASE: •

SLA monitored to ensure the service levels are being met.

REPORTING PHASE: • Reports are generated to compare the agreed upon and the actual SLA.

REVIEWING PHASE: •

Considering aspects regarding problems related to services and changes within agreed SLA.

•

Creating SIP (Service improvement program) for those IT services not meeting the agreed upon SLAs.

WHO IS IN-CHARGE OF THE SLM PROCESS?  

The Service Level Manager 

Creates SLA



OLA and UC



Review performance



Update SIP

How to make SLM process successful?  SLM process needs to work along with other different processes

Problems with implementing SLM:  Problems: 

IT Culture change – Adhering to established agreements



Change in targets



Personnel costs



Training and documentation

 Costs:

But Finally….

QUESTIONS ???