This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here: http://flevy.com/browse/business-document/implementing-service-level-management-slm--ppt-3042 DOCUMENT DESCRIPTION This presentation describes steps for Implementing a Service Level Management (SLM) process according to ITIL best practice and ISO 20000. Document contains sample implementation guide with steps: 1. Appoint Service Level Manager 2. Assemble Project Team 3. Create Service Catalog (Service Brochure) 4. Develop Operational Level Agreement 5. Develop Underpinning Contracts 6. Develop Service Level Agreement 7. Develop Reporting 8. Develop SLM process for review, audit and modify Document contains suggested content for Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract (UC) .

1. Service Level Management
Implementing ITIL v3
Service Level
Management
... ensuring that all
current and planned IT
services are delivered to
agreed achievable
targets

2. Service Level Management
Purpose and objectives
Purpose
... ensure that all current and
planned IT services are delivered
to agreed achievable targets.
...through a constant cycle of negotiating,
agreeing, monitoring, reporting on and
reviewing IT service targets and
achievements, and through instigation of
actions to correct or improve the level of
service delivered.
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3. Service Level Management
Key definitions
SLA
Service Level Agreement (or SLA) is a written
agreement between an IT service provider and the
IT customer(s), defining the key service targets
and responsibilities of both parties.
An SLA will typically define the warranty a service
is to deliver and describe the utility of the service.
OLA
UC
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4. Service Level Management
10
Designing SLA frameworks
(Process activities, methods and techniques)
Corporate Level:
• generic SLM issues that apply to all
customers or all services,
• Example: Service Desk, Charging,
Customer Level:
• SLM issues related to particular
customer group
• Example: Finance / Marketing / HR
department,
Service Level:
• SLM issues relevant to specific
service, in relation to specific
customer group
• Example: Financial, distribution
SLA – Corporate Level
SLA – Customer Level
SLA - Service
Level
Customer-based SLA:
Agreement with an individual
customer group, covering all
services they use
Multi-level SLAs:
...e.g. Three-layer structure
Service-based SLA:
• Covers one service for all the
customers of that service
• Example: E-mail
SERVICE
A
CUSTOM
ER
3
CUSTOM
ER
2
CUSTOM
ER
1
SERVICE
B
SERVICE
C
SERVICE
A
CUSTOM
ER
3
CUSTOM
ER
2
CUSTOM
ER
1
SERVICE
B
SERVICE
C
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5. Service Level Management
Implementing
SLM…
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6. Service Level Management
2. Assemble core team
• Core “silo” team (networking, security,
application development, infrastructure,
client/server, etc.)
• Each team must provide a senior manager
and attend all sessions for authority to
negotiate
• All process owners
• Service Desk Manager
• Customers
• Representative of each business unit
• Senior level
• End user
• Not too many representatives – too many
makes negotiation difficult
This document is a partial preview. Full document download can be found on Flevy:
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7. Service Level Management
3. Create Service Catalogue
• Initiate with a site survey
• All applications, services and products (CIs)
• Number of users
• Business impact and value chain
• Develop a standard list of products and
services provided
• Determine the level of support to be provided
at the service desk
• Define the internal support provide
responsible for functional escalation and
problem management
• (Modified later to contain cost information… if
necessary)
• Subsection creates the customer brochure
• Finalize list with project team
• Changes to Service Catalogue only under
change management process!
This document is a partial preview. Full document download can be found on Flevy:
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8. Service Level Management
6. Develop SLA – What makes a good SLA!
Good SLA answers these questions:
• What (what kind of service) will be provided
• How the IT provider will fulfill his promises
• How the provided service will be measured
and who will perform it
• What will happen in case of service break
• How can SLA change
This document is a partial preview. Full document download can be found on Flevy:
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9. Service Level Management
6. Develop Service Level Agreement (SLA) … How
to start!
• It’s easier to negotiate a
corporate level SLA
initially
• Some core business
units have special
requirements based
upon service/customer
requirements
• Avoid making multiple
SLAs with conflicting
and vastly different
objectives
SERVICE LEVEL AGREEMENT
• Introduction
• Service Hours
• Availability
• Reliability
• Support
• Throughput
• Transactional response times
• Batch turnaround times
• Change
• IT Service Continuity and Security
• Charging
• Service reporting and reviewing
• Performance incentives/penalties
This document is a partial preview. Full document download can be found on Flevy:
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10. Service Level Management
8. Develop SLM Process
1. Identification
• Identify business perspectives¸:
.... Customers, Products, LOB’s, Value Chain, Goals..etc)
• Evaluate process maturity
2. Planning
• Planning (appoint SLM Process Mgr, mission statement, objectives and scope,
awareness, roles, tasks and responsibilities)
• Plan monitoring capabilities
• Identification of support tools
• Establish initial perception
• Underpinning contracts reviewThis document is a partial preview. Full document download can be found on Flevy:
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11. Service Level Management
THE END
ITIL v3 Service Level
Management Process
... ensuring that all
current and planned IT
services are delivered
to agreed achievable
targets
This document is a partial preview. Full document download can be found on Flevy:
http://flevy.com/browse/document/implementing-service-level-management-slm-ppt-3042

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