The document outlines an agenda for a service level management meeting, featuring a presentation on the current status at Wake Forest and a group discussion on improvements. It emphasizes the goals and objectives of service level management, including the negotiation and documentation of service targets, monitoring service delivery, and enhancing customer satisfaction. Key performance indicators and various service level agreement frameworks are also discussed to assess and improve service quality.

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

2. 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)

3. ITIL v3 Lifecycle

4. 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.

5. 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

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

7. 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

8. 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.

9. 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

10. Current Status of Service Level Management at Wake Forest

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

12. Group Discussion