April Service Level Management ITSM Share-and-Learn slides

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April 2008 slides for our department's ITSM share-and-learn, where people come to talk about IT Service Management best practices and how they can be applied to our department.

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  • April Service Level Management ITSM Share-and-Learn slides

    1. 1. Service Level Management April’s Share and Learn Information Systems | APRIL 15, 2009
    2. 2. Today’s Agenda <ul><li>Today’s agenda…. </li></ul><ul><ul><li>Overview of Service Level Management (15 minutes) </li></ul></ul><ul><ul><li>Report on the Current Status of Service Level Management at Wake Forest (15 minutes) </li></ul></ul><ul><ul><li>Group Discussion on Service Level Management </li></ul></ul><ul><ul><li>and ideas for improvements (30 minutes) </li></ul></ul>
    3. 3. ITIL v3 Lifecycle
    4. 4. Service Level Management <ul><li>Goal: </li></ul><ul><li>SLM negotiates, agrees and documents appropriate </li></ul><ul><li>IT service targets with representatives of the </li></ul><ul><li>business, and then monitors and </li></ul><ul><li>produces reports on the </li></ul><ul><li>service provider’s ability </li></ul><ul><li>to deliver the agreed </li></ul><ul><li>level of services. </li></ul>
    5. 5. Service Level Management <ul><li>Objectives </li></ul><ul><li>Define </li></ul><ul><li>Document </li></ul><ul><li>Agree </li></ul><ul><li>Monitor </li></ul><ul><li>Measure </li></ul><ul><li>Report </li></ul><ul><li>Review </li></ul><ul><li>Improve Relationships </li></ul><ul><li>Monitor and improve customer satisfaction with the quality of service. </li></ul><ul><li>Clear expectations </li></ul>
    6. 6. SLA Frameworks <ul><li>Three Frameworks: </li></ul><ul><li>Service-based SLA </li></ul><ul><li>Customer-based SLA </li></ul><ul><li>Multi-level SLAs </li></ul><ul><li>Multi-level SLAs </li></ul>Corporate level Customer level Service level
    7. 7. Triggers, Inputs, and Outputs <ul><li>Triggers </li></ul><ul><li>Service Portfolio changes </li></ul><ul><li>New or Changed Agreements (SLRs, SLA, OLAs, contracts) </li></ul><ul><li>Service Review Meeting </li></ul><ul><li>Service Breach </li></ul><ul><li>Compliments/complaints </li></ul><ul><li>Changes in strategy or policy </li></ul><ul><li>Inputs </li></ul><ul><li>Business information </li></ul><ul><li>Business Impact Analysis </li></ul><ul><li>Business Requirements </li></ul><ul><li>Service Portfolio/Service Catalog </li></ul><ul><li>Customer feedback </li></ul><ul><li>Info from other processes </li></ul><ul><li>Outputs </li></ul><ul><li>SLAs, OLAs </li></ul><ul><li>Service Reports </li></ul><ul><li>Reports on OLAs and UCs </li></ul><ul><li>Service Improvement Plan </li></ul>
    8. 8. Key Performance Indicators <ul><li>Objective- </li></ul><ul><li>Number or percentage of targets being met. </li></ul><ul><li>Number and severity of service breaches. </li></ul><ul><li>Number of services with up-to-date SLAs. </li></ul><ul><li>Number of services with timely reports and active service reviews. </li></ul><ul><li>Subjective- </li></ul><ul><li>Improvements in customer satisfaction. </li></ul>
    9. 9. CMMI Maturity Level <ul><li>“ It cannot be over-stressed how difficult this activity of determining the initial targets for inclusion with the SLR or SLA is”. </li></ul><ul><li>(Service Design, page 69) </li></ul>http://jeremyfain.files.wordpress.com/2007/09/cmmi.jpg
    10. 10. <ul><li>Current Status of Service Level Management at Wake Forest </li></ul>
    11. 11. What We Are Doing <ul><li>Who, what, when, where, why, and how. </li></ul><ul><li>SLA Template </li></ul><ul><li>SLA Procedure </li></ul><ul><li>IS Global Service Level Agreement </li></ul>
    12. 12. <ul><li>Group Discussion </li></ul>

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