Service Level Management April’s Share and Learn Information Systems | APRIL 15, 2009

Today’s Agenda Today’s agenda…. Overview of Service Level Management (15 minutes) Report on the Current Status of Service Level Management at Wake Forest (15 minutes) Group Discussion on Service Level Management and ideas for improvements (30 minutes)

Today’s agenda….

Overview of Service Level Management (15 minutes)

Report on the Current Status of Service Level Management at Wake Forest (15 minutes)

Group Discussion on Service Level Management

and ideas for improvements (30 minutes)

ITIL v3 Lifecycle

Service Level Management Goal: SLM negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider’s ability to deliver the agreed level of services.

Goal:

SLM negotiates, agrees and documents appropriate

IT service targets with representatives of the

business, and then monitors and

produces reports on the

service provider’s ability

to deliver the agreed

level of services.

Service Level Management Objectives Define Document Agree Monitor Measure Report Review Improve Relationships Monitor and improve customer satisfaction with the quality of service. Clear expectations

Objectives

Define

Document

Agree

Monitor

Measure

Report

Review

Improve Relationships

Monitor and improve customer satisfaction with the quality of service.

Clear expectations

SLA Frameworks Three Frameworks: Service-based SLA Customer-based SLA Multi-level SLAs Multi-level SLAs Corporate level Customer level Service level

Three Frameworks:

Service-based SLA

Customer-based SLA

Multi-level SLAs

Multi-level SLAs

Triggers, Inputs, and Outputs Triggers Service Portfolio changes New or Changed Agreements (SLRs, SLA, OLAs, contracts) Service Review Meeting Service Breach Compliments/complaints Changes in strategy or policy Inputs Business information Business Impact Analysis Business Requirements Service Portfolio/Service Catalog Customer feedback Info from other processes Outputs SLAs, OLAs Service Reports Reports on OLAs and UCs Service Improvement Plan

Triggers

Service Portfolio changes

New or Changed Agreements (SLRs, SLA, OLAs, contracts)

Service Review Meeting

Service Breach

Compliments/complaints

Changes in strategy or policy

Inputs

Business information

Business Impact Analysis

Business Requirements

Service Portfolio/Service Catalog

Customer feedback

Info from other processes

Outputs

SLAs, OLAs

Service Reports

Reports on OLAs and UCs

Service Improvement Plan

Key Performance Indicators Objective- Number or percentage of targets being met. Number and severity of service breaches. Number of services with up-to-date SLAs. Number of services with timely reports and active service reviews. Subjective- Improvements in customer satisfaction.

Objective-

Number or percentage of targets being met.

Number and severity of service breaches.

Number of services with up-to-date SLAs.

Number of services with timely reports and active service reviews.

Subjective-

Improvements in customer satisfaction.

CMMI Maturity Level “ It cannot be over-stressed how difficult this activity of determining the initial targets for inclusion with the SLR or SLA is”. (Service Design, page 69) http://jeremyfain.files.wordpress.com/2007/09/cmmi.jpg

“ It cannot be over-stressed how difficult this activity of determining the initial targets for inclusion with the SLR or SLA is”.

(Service Design, page 69)

Current Status of Service Level Management at Wake Forest

Current Status of Service Level Management at Wake Forest

What We Are Doing Who, what, when, where, why, and how. SLA Template SLA Procedure IS Global Service Level Agreement

Who, what, when, where, why, and how.

SLA Template

SLA Procedure

IS Global Service Level Agreement

Group Discussion

Group Discussion