The document outlines the importance and process of Service Level Management (SLM), focusing on improving service delivery, client satisfaction, and competitive differentiation. It discusses the challenges in implementing SLM, such as identifying customer representatives and maintaining service quality, and provides a structured approach for defining Service Level Agreements (SLAs) and managing performance indicators. The document emphasizes continual service improvement, defining network service levels, and the necessary steps for successful SLM implementation.

1. Service Level
Management
Yo u r C o m p a n y N a m e

2. 2
Why need Service Level Management (SLM)
Challenges of delivering SLM
Service Level Management & Continual Service Improvement
SLM Activities
SLM Performance Indicators
SLM Review
SLM Process Flow
Defining network service levels
Creating and maintaining SLAs
Implementation of SLM
Content

3. Why Need Service Level Management (SLM)
3
To meet internal service
delivery goals
Manage, analyze &report on
performance metrics
To improve the service delivery &
client satisfaction
Differentiate oneself from the
competition & capture more business
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content here
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4. Challenges of Delivering SLM
4
Identifying suitable customer representatives with whom to negotiate
Management of service quality levels
Meeting the internal service delivery goals
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5. Challenges of Delivering SLM
5
Identifying suitable customer
representatives with whom to negotiate
Management of service quality levels
Meeting the internal service delivery goals
Add your company specific content here
Add your company specific content here

6. 6
Service Level Management & Continual Service Improvement
How to keep the momentum going?
What is the Vision? Where are we now? Where do we want to be? How do we get there? Did we reach there?
Business Vision, Goals,
Mission & Objectives
Base Level
Assessments
Measurable Targets
Process & Service
Improvement
Measurement & Metrics
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7. SLM Process Flow
7
Business
Relationship Manager
Process Owner
Business Line
Annual Continuous/ As Needed As Needed
Activate Service
and Prepare for
Operations
SLM-04
Monitor and Report
Service Levels
SLM-05
Obtain Sign-Off on
Service Level
Agreement
SLM-03
Recommend
Improvements
SLM-06
The slide explains the
process flow
undertaken for
service level
management; it has
various operating
under it
Update Service
Level Management
Framework
SLM-01
Identify Service
Requirement
SLM-02

8. Service Level Management Activities
8
› Monitor SLA delivery
› Evaluate results
› Audit performance
Oversee continued SLA
effectiveness
› Monitor continuously and
over review periods
› Drive service improvements
Ensure commitments are met
› Plan and draft SLAs, OLAs, & UCs
› Test and monitor initial results
› Finalize agreement between IT and
the business
Set up, test, and go live
› Define terms and conditions
› Outline compliance targets and goals
Negotiate and define
Availability
Business
Services
Configuration
Items
Incidents Changes
Response
Time
Resolution
Time
Problems
1
2
3
4

9. Implementation of SLM
9
Defining Network
Service Levels
Creating &
Maintaining SLAs

10. Defining Network Service Levels
10
These steps
have been
discussed in
detail in
further slides
Analyze Technical
Constraints
Determine the
Available Budget
Create Application
Profiles Detailing
Network
Characteristics of
Critical
Applications
Define Availability
and Performance
Standards
Collect Metrics and
Monitor the
Service
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11. Analyze Technical Constraints
11
Risk or Constraint Type of Constraint Potential Impact
Don't have the required staff and
process to react to alerts
Life−cycle practices High
Currently security configuration to
help prevent attacks may not be
thorough
Technology/resiliency Low
Current network access policies are
not in place
Life−cycle practices High
Your Text Here Add text here Medium
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12. Determine the Available Budget
12
Service Delivery
Process
Activities Budget Allocated Tools used
Percentage
Contribution to
Service Delivery
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13. Create Application Profiles
13
The application profile should include:
Application name Your Text Here
Type of application Your Text Here
Business importance Your Text Here
Availability requirements Your Text Here
Estimated user bandwidth (kbps) Your Text Here
Number and location of users Your Text Here
File transfer requirements Your Text Here
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14. Define Availability and Performance Standards
14
Network Area
Availability
Target
Measurement
Method
Average Network
Response Time
Target
Max Response
Time Accepted
Response Time
Measurement
Method
LAN 99.99%
Impacted user
minutes
Under 5 ms 15 ms
Round−trip ping
response
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15. Collect Metrics and Monitor the Service
15
Name Target Scope Action
Your Text Here
Incident
No Actions Taken within
15 minutes
Your Text Here
› Change priority to
Medium
› Re-assign to IT Help
Desk
› Notify Incident assignee
and IT Help Desk
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16. Implementation of SLM
16
Defining Network
Service Levels
Creating &
Maintaining SLAs

17. Benefits of SLA’s
17
Establish two−way accountability for service
Help determine the standard tools and resources needed to meet
business requirements
Documented SLA creates a clearer vehicle for setting
service level expectations
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18. Determine Service Elements
18
Devices
Redundant routers for
WAN connectivity
Redundant router for
backup at core site
No device redundancy
WAN
Redundant T1
connectivity, multiple
carriers
T1 connectivity with
Frame Relay backup
No WAN redundancy
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Solution
Platinum Gold Silver
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19. Define the SLA Required for Business Units
19
Business Unit Applications Cost of Downtime
Problem Priority
when Down
Server/Network
Requirement
Manufacturing Erp High 3 Highest Redundancy
Customer Support Customer Care High 1 Highest Redundancy
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20. 20
Content
Why need Service Level Management (SLM)
Challenges of delivering SLM
Service Level Management & Continual Service Improvement
SLM Activities
SLM Performance Indicators
SLM Review
SLM Process Flow
Defining network service levels
Creating and maintaining SLAs
Implementation of SLM

21. SLM Performance Indicators
21
Fulfilment of Service Levels
Number of Services/ SLAs where the
agreed service levels are fulfilled
Number of Service Issues
Number of issues in the service provision,
which are identified and addressed in an
improvement plan
Number of Services which are
regularly reviewed
SLAs under Review
List the number of services covered
Services covered by SLAs
Monitored SLAs
Number of monitored Services/ SLAs, where weak-spots
and counter-measures are reported
Services covered by OLAs
(Operational level agreements)
Number of Services where SLAs
(Service Level agreements) are backed up by
corresponding OLAs
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22. SLM Review
22
Set up defined agenda
to review the
performance of the
measured service level
definitions and to make
improvements
Review of measured service levels for the given period
Review of improvement initiatives defined for individual areas
Current service level metrics
A discussion of what improvements are needed based on the current set of metrics

23. Service Level Management Icons Slide
23

24. 24
Additional Slides

25. Clustered Column
25
$85.00
$35.00
$56.00
$46.00
$50.00
$35.00
$20.00
Value in
Billions
Value in
Billions
Value in
Billions
Value in
Billions
Value in
Billions
Value in
Billions
Value in
Billions
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26. Doughnut
26
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70%
20%
10%
Product 01 Product 02 Product 03

27. Our Mission
27
Vision
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Mission
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Goal
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28. Meet Our team
28
Name Here
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Name Here
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Name Here
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29. About Us
29
Target Audiences
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Preferred by Many
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Values Client
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30. Financial
30
Minimum
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45%
Maximum
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85%
Medium
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65%

31. Quotes
31
GregKinnear
I went Door to Door Selling Cable Television
Subscriptions when i was in Collage not to
Date My Self but Cable was Just Coming on. I
had Terrible Territories and they would give me
$25 , its’ I Go Somebody to let them Come
and Just Put the Little Cord in their House.

32. Post it Notes
32
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33. Thanks for Coming
33
Address
# street number, city, state
Contact Numbers
0123456789
Email Address
emailaddress123@gmail.com