SERVICE LEVEL MANAGEMENT Jose Mathew Monica Jain Mohanaraj

Goals The goal for SLM is to maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service - in line with business or Cost justification

The goal for SLM is to maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service - in line with business or Cost justification

Scope SLAs should be established for all IT Services being provided. Underpinning contracts and Operational Level Agreements (OLAs) should also be in place with those suppliers (external and internal) upon who the delivery of service is dependent .

SLAs should be established for all IT Services being provided. Underpinning contracts and Operational Level Agreements (OLAs) should also be in place with those suppliers (external and internal) upon who the delivery of service is dependent .

Terminology Service Catalogue Details the full range of services that the IT department can deliver and different levels of service that are available to customers Service Level Requirements (SLR) Documents that provide a detailed view of the customers needs and are used for setting up, adjusting and renewing services Service Level Agreement (SLA) A written agreement between an IT Service provider and the IT Customer(s), defining the key service targets and responsibilities of both parties Contents of SLA are General Support Delivery Introduction Service hours Availability Service reporting and reviewing Change Reliability Performance incentives/penalties Support Throughput Escalations Charging Contingency & Security

Service Catalogue

Details the full range of services that the IT department can deliver and different levels of service that are available to customers

Service Level Requirements (SLR)

Documents that provide a detailed view of the customers needs and are used for setting up, adjusting and renewing services

Service Level Agreement (SLA)

A written agreement between an IT Service provider and the IT Customer(s), defining the key service targets and responsibilities of both parties

Contents of SLA are

General Support Delivery

Introduction Service hours Availability

Service reporting and reviewing Change Reliability

Performance incentives/penalties Support Throughput

Escalations Charging

Contingency & Security

Terminology Operational Level Agreement (OLA) Is an agreement with an internal department detailing the agreements about the provision of certain elements of the service. Underpinning Contract Is a contract with the external provider defining the agreement about the provision of certain elements of service . Service Specsheet Detailed document that is the bridge between that what is agreed in the SLA and that what technically is needed internally to deliver the service Service Quality Plan Is the internal description of everything that has to be done in order to deliver the agreed qualities to the customers Service Improvement Plan Formally executed in a form of project, actions, phases and releases data that is meant to improve an IT Service are documented Customer Relationship Management Ongoing relation with the customer to maintain the services and the SLA’s

Operational Level Agreement (OLA)

Is an agreement with an internal department detailing the agreements about the provision of certain elements of the service.

Underpinning Contract

Is a contract with the external provider defining the agreement about the provision of certain elements of service .

Service Specsheet

Detailed document that is the bridge between that what is agreed in the SLA and that what technically is needed internally to deliver the service

Service Quality Plan

Is the internal description of everything that has to be done in order to deliver the agreed qualities to the customers

Service Improvement Plan

Formally executed in a form of project, actions, phases and releases data that is meant to improve an IT Service are documented

Customer Relationship Management

Ongoing relation with the customer to maintain the services and the SLA’s

Service Level Management Activities

Agreements and Contracts

Thank You!

Thank You!