Critical Facilities Operations Process: Explanations and illustrative examples. For training videos, please visit https://m.youtube.com/channel/UCYw2fG4p7buyhJD0EYHahuQ

1. Coromatic Academy
Open Compute Project, Critical Facilities Operations Framework
Process: Service Level Management
Rev 2020-07-29
Information classification: Public

2. Contents
• Process overview
• Lessons learned / customer experiences
• Final notes

3. SERVICE LEVEL MANAGEMENT
OCP Critical Facilities Operations Framework

4. Site Operations
Integration
Terms &
Conditions
OCP CFOPS Delivery model
Incidents
Work Orders & Projects
On-site Access
Service Levels
Organization
KPI Monitoring
& Reporting
Lifecycle &
Financial
Mgmt
On-site
services
Security &
Access
Maintenance
In / outdoor
FM
Site
assistance
Site Inspection
Audits and
Compliance
Site Management
Delivery Support
Service Level
Mgmt
Lifecycle &
Financial
Mgmt
WO & Project
Mgmt
Monitoring &
Reporting
Governance
and BCP
Advisory and
Benchmarking
Supply Chain
and Sourcing
Service Desk
24/7
Incident Mgmt
Team &
Suppliers
Capacity
Mgmt &
Optimization
Document
Mgmt
Compliance
Mgmt
Service
Improvements
Asset List
Border List
Customer
Managed
Operating
Center
Source: OCP CFOPS 2019 v1.4

5. Service Level Management
MindMap Overview Process Summary
• Service level management aims
to ensure that the delivered
service quality matches the
agreed Service Level Agreement
(SLA) in line with the border list.
• The site management function
will analyze, and report service
level compliance based on
monitoring, including breaches or
situations that can lead to an SLA
breach.
Source: OCP CFOPS 2019 v1.4

6. Lessons learned / Customer experiences
“The Site Management Function identified that the
Key Performance indicators for Environmental
controls were trending towards a potential Service
Level breach.
A Technical Risk Review was launched that
identified a fault in the commissioning.
A Service Project was planned, approved and
executed before any service levels were breached…”

7. Lessons learned / Customer experiences
“The Site Owner had defined Service Levels to ensure
high-quality Lifecycle & Financial Management.
A monthly review of the Asset List vs. a random selection
of assets in the live environment were used for reporting.
The review validated, e.g. recorded asset conditions,
change-out forecasts and maintenance service reports
being up-to-date...”

8. Final notes
• Key Performance Indicators, KPIs, are parameters
used to evaluate performance without pre-
defined penalties.
• Service Levels are only different from other KPIs,
because they lead to pre-defined penalties with
escalations if they are not fulfilled.
• This means that any KPIs can form the base for a
Service level

9. Questions?
coromatic.com