We look at using a simple structured approach to success with your IT Service Agreements: a blending of Service Agreement templates using Service Catalog relationships.

1. Succeeding with
Service Agreements
Graham Furnis
ITSM Consulting
July 15, 2010
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2. About ITSM Academy
Welcome!
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– ITIL® Foundation Washington, DC- Public
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-
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Foundation • PMI Global Education Provider
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- wned
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• Tens of thousands of learners
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trained since 2003
– And More! • ITSM Professional Diplomas
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3. Agenda
1. Service Catalog and Agreement Perspectives
2. Service Structure
3. Our Approach
4. Document Templates
5. Forms Processing
6. Simple walk-through example
7. Wrap up
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4. Pandora’s Box!
• Reading about the Service Catalog and
Service Agreements is easy…
– making it happen is another storey!
• There’s no hiding the fact that any Service
Agreements initiative is a long, hard, and
complicated journey that gets more
challenging the further into it you go!
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5. The Book of Business
• The Service Catalog is the “book of business” where
“Services” are identified in IT Service Management
• We publish relevant information about IT Services to
our IT users
“What we do” Published
Service
Catalog
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6. The Binders for Business
• If the Service Catalog is the “Book of Business”, then
Service Agreements are the “Binders for Business”
– We publish details of our Service Level Agreements with our
customers
– We publish our internal Operational Level Agreements with
our IT staff and teams
“How we do it”
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7. IT Service Structure - 1
• The “published” Catalog
and Agreements is NOT
Published
Service
Catalog
where we start
CUSTOMERS
– This will lead to static and
“dead” documents
IT STAFF Vendors
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8. IT Service Structure - 2
• We start with a structure of Service records and publish
linked views to these records
Published
– This will lead to dynamic and
Service
Catalog “live” information
CUSTOMERS
Service Records…
CI Records…
SLA Records…
OLA Records…
UC Records…
IT STAFF Vendors
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9. IT Service Structure - 3
• The Service Catalog and Agreements are collections of
records in a database
Published
Service
Catalog
CMS
Service ----------
CUSTOMERS Level
Agreement CMDB
Service Records…
CI Records…
SLA Records…
Component CIs OLA Records…
UC Records…
Operational
Underpinning
Level
IT STAFF Contracts Vendors
Agreements
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10. Our Approach
• Create document design templates
• Use a database
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• Create form records from templates
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• Provide a separate User Interface
• Start small and grow over time…
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11. What is a Document Template?
• A document template is a standardized master document in
which to globally edit text and graphic content that will become
common to each published version of the same document.
• Advantages of templates include:
– Efficiency
• One document for focus and development
• Rapid replication from the template
– Effectiveness
• Standardization of structure and layout
• Consistency for replication
– Alignment
• Replicated versions align back
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12. What is a Form?
• A form is a document with fields in which to type or select data
of similar content. Advantages of forms include:
– Efficient data entry
• Users are reminded of data required and constraints of data options (such as
with the use of “selection list” dropdowns)
• Structured for rapid select or typing
– Effective data collection (of similar type and structure for later
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• Data of similar type and storage structure Lorem ipsum
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• Data consistency and standards Lorem ipsum
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– Alignment to a master document
• Forms are structured to be grouped, categorized, classified, and summarized
• New fields are instantly added to all instances of the form
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13. Add Service Detail using Form Templates
Service Agreement Eligibility
• Template Agreements are Ownership: xxxxx sc, sla, ola
Agreement Client Management Service sc, sla, ola
records and fields in the (components):
database linked to Dependency
(components):
CRM Desktop Application
Desktop PC
sc, sla, ola
Configuration Items Service Features & 1) xxxxx
Functionality: 2) xxxxxx
sc, sla, ola
Service Pricing: $xx / user sc, sla, ola
Business and Business Priority: x sc, sla, ola
– Data is entered through a Form Support Priority
and Timescales:
P1: Definition / Resolution Hours
P2: Definition / Resolution Hours
….
Support Hours: P1: xx:xx - xx:xx sc, sla, ola
P2: xx:xx - xx:xx
– Forms create consistency and ….
promote standards Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
Capacity and 1) xxxxx sc, sla, ola
Performance: 2) xxxxxx
– Data is printed using Forms and Release Policies & 1) xxxxx sc, sla, ola
Maintenance 2) xxxxxx
Reports Windows: 3) xxxxxxx
Change Policy: 1) xxxxx sc, sla, ola
2) xxxxxx
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14. Flow-Through Agreements
Service Agreement Eligibility
• Don’t create separate templates Ownership: xxxxx sc, sla, ola
for Service Catalog, SLAs, OLAs, Agreement
(components):
Client Management Service sc, sla, ola
and UCs Dependency
(components):
CRM Desktop Application
Desktop PC
sc, sla, ola
Service Features & 1) xxxxx sc, sla, ola
Functionality: 2) xxxxxx
Service Pricing: $xx / user sc, sla, ola
• Use the same template and Business and Business Priority: x sc, sla, ola
Support Priority P1: Definition / Resolution Hours
designate field eligibility for the and Timescales: P2: Definition / Resolution Hours
….
Service Catalog, SLA, OLA, UC Support Hours: P1: xx:xx - xx:xx sc, sla, ola
P2: xx:xx - xx:xx
….
Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
• This will allow the aggregation of Capacity and 1) xxxxx sc, sla, ola
2) xxxxxx
supporting details to determine Performance:
Release Policies & 1) xxxxx sc, sla, ola
realistic Service Level Agreement Maintenance
Windows:
2) xxxxxx
3) xxxxxxx
promises and commitments Change Policy: 1) xxxxx
2) xxxxxx
sc, sla, ola
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15. What About Third-Party Contracts!?
Service Agreement Eligibility
• Transpose the contract back Ownership: xxxxx sc, sla, ola
into the Agreement Template Agreement
(components):
Client Management Service sc, sla, ola
Dependency CRM Desktop Application sc, sla, ola
(components): Desktop PC
• Third-Party Contracts are legal Service Features & 1) xxxxx
Functionality: 2) xxxxxx
sc, sla, ola
documents written in legal Service Pricing: $xx / user sc, sla, ola
language, with a legal format Business and
Support Priority
Business Priority: x
P1: Definition / Resolution Hours
sc, sla, ola
determined in part by the and Timescales: P2: Definition / Resolution Hours
….
Third-Party Support Hours: P1: xx:xx - xx:xx
P2: xx:xx - xx:xx
sc, sla, ola
….
Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
• Use the Agreement Template Capacity and 1) xxxxx sc, sla, ola
to help you identify “what” to Performance: 2) xxxxxx
Release Policies & 1) xxxxx sc, sla, ola
include in the contract Maintenance
Windows:
2) xxxxxx
3) xxxxxxx
Change Policy: 1) xxxxx sc, sla, ola
2) xxxxxx
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16. Don’t Forget Ownership: Its Critical
Service Agreement Eligibility
• Ownership is the most important Ownership: xxxxx sc, sla, ola
guarantee to enable IT Service Agreement
(components):
Client Management Service sc, sla, ola
Management Dependency
(components):
CRM Desktop Application
Desktop PC
sc, sla, ola
Service Features & 1) xxxxx sc, sla, ola
Functionality: 2) xxxxxx
Service Pricing: $xx / user sc, sla, ola
• Ownership is Accountability and Business and Business Priority: x sc, sla, ola
Support Priority P1: Definition / Resolution Hours
implements the RACI model in and Timescales: P2: Definition / Resolution Hours
….
our Agreements Support Hours: P1: xx:xx - xx:xx sc, sla, ola
P2: xx:xx - xx:xx
….
Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
Capacity and 1) xxxxx sc, sla, ola
Performance: 2) xxxxxx
Release Policies & 1) xxxxx sc, sla, ola
Maintenance 2) xxxxxx
Windows: 3) xxxxxxx
Change Policy: 1) xxxxx sc, sla, ola
2) xxxxxx
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17. A Walk-Through Example
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18. Start from the Top
• If you don’t know your destination you’ll never get there!!
• If you don’t have a target you’ll never hit it!!
Service
Catalog
Client Management Service
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19. Document the Form Agreement
IT Organization Service Agreement Eligibility
Ownership: xxxxx
Service Management sc, sla, ola
App Development Service Desk Service Management
Agreement Client Management Service sc, sla, ola
Client Management Service
(components):
Dependency CRM Desktop Application
CRM application sc, sla, ola
(components): Desktop PC
Service Desk
Service Features & 1) xxxxx sc, sla, ola
Functionality: 2) xxxxxx
Service Pricing: $xx / user sc, sla, ola
Business and Business Priority: x sc, sla, ola
Support Priority P1: Definition / Resolution Hours
and Timescales: P2: Definition / Resolution Hours
….
Service Support Hours: P1: xx:xx - xx:xx sc, sla, ola
Catalog P2: xx:xx - xx:xx
….
Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
Client Management Service Capacity and 1) xxxxx
2) xxxxxx
sc, sla, ola
Performance:
Release Policies & 1) xxxxx sc, sla, ola
Maintenance 2) xxxxxx
Windows: 3) xxxxxxx
Change Policy: 1) xxxxx sc, sla, ola
2) xxxxxx
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20. Build it Down following Dependencies
IT Organization
Desktop Support App Development Service Desk Service Management
Network Operations
Server Maintenance
OLAs
CRM Application
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21. Document the Form Agreement
IT Organization Service Agreement Eligibility
Ownership: xxxxx Development
App sc, sla, ola
App Development Service Desk Service Management
Agreement Client Management Service sc, sla, ola
CRM Desktop Application
(components):
CRM Server Application
Dependency CRM Desktop Application sc, sla, ola
Standard PC
(components): Desktop PC
Network
Server
Service Features & 1) xxxxx sc, sla, ola
Functionality: 2) xxxxxx
Service Pricing: $xx / user sc, sla, ola
Business and Business Priority: x sc, sla, ola
Support Priority P1: Definition / Resolution Hours
and Timescales: P2: Definition / Resolution Hours
….
Support Hours: P1: xx:xx - xx:xx sc, sla, ola
OLAs P2: xx:xx - xx:xx
….
Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
CRM Application Capacity and 1) xxxxx
2) xxxxxx
sc, sla, ola
Performance:
Release Policies & 1) xxxxx sc, sla, ola
Maintenance 2) xxxxxx
Windows: 3) xxxxxxx
Change Policy: 1) xxxxx sc, sla, ola
2) xxxxxx
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22. Build it Down following Dependencies
IT Organization
Desktop Support App Development Service Desk Service Management
Network Operations
Server Maintenance
OLAs
Standard Desktop
Network Services
Application Hosting
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23. Build it Down following Dependencies
IT Organization Service Agreement Eligibility
Ownership: xxxxx
Standard Desktop sc, sla, ola
Desktop Support App Development Service Desk
Agreement Client Management Service sc, sla, ola
Network Operations Desktops
(components):
Laptops
Server Maintenance CRMOffice
MS Desktop Application sc, sla, ola
Dependency
(components): Desktop PC
-------- none --------
Service Features & 1) xxxxx sc, sla, ola
Functionality: 2) xxxxxx
Service Pricing: $xx / user sc, sla, ola
Business and Business Priority: x sc, sla, ola
Support Priority P1: Definition / Resolution Hours
and Timescales: P2: Definition / Resolution Hours
….
Support Hours: P1: xx:xx - xx:xx sc, sla, ola
OLAs P2: xx:xx - xx:xx
….
Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
Capacity and 1) xxxxx sc, sla, ola
Standard Desktop Performance: 2) xxxxxx
Release Policies & 1) xxxxx sc, sla, ola
Maintenance 2) xxxxxx
Windows: 3) xxxxxxx
Change Policy: 1) xxxxx sc, sla, ola
2) xxxxxx
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24. Build it Down following Dependencies
IT Organization Service Agreement Eligibility
Ownership: xxxxx
Network Services sc, sla, ola
Desktop Support App Development Service Desk
Agreement Client Management Service sc, sla, ola
Network Operations Router
(components):
Network Operation System
Server Maintenance Firewall
CRM Desktop Application sc, sla, ola
Dependency
(components): DesktopProvider
Internet PC
Service Features & 1) xxxxx sc, sla, ola
Functionality: 2) xxxxxx
Service Pricing: $xx / user sc, sla, ola
Business and Business Priority: x sc, sla, ola
Support Priority P1: Definition / Resolution Hours
and Timescales: P2: Definition / Resolution Hours
….
Support Hours: P1: xx:xx - xx:xx sc, sla, ola
OLAs P2: xx:xx - xx:xx
….
Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
Capacity and 1) xxxxx sc, sla, ola
Performance: 2) xxxxxx
Release Policies & 1) xxxxx sc, sla, ola
Network Services Maintenance 2) xxxxxx
Windows: 3) xxxxxxx
Change Policy: 1) xxxxx sc, sla, ola
2) xxxxxx
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25. Build it Down following Dependencies
IT Organization Service Agreement Eligibility
Ownership: xxxxx
Application Hosting sc, sla, ola
Desktop Support App Development Service Desk
Agreement Client Management Service sc, sla, ola
Network Operations Server xx
(components):
Server Maintenance CRM Desktop Application sc, sla, ola
Dependency
Unix OS
(components): Desktop PC
Service Features & 1) xxxxx sc, sla, ola
Functionality: 2) xxxxxx
Service Pricing: $xx / user sc, sla, ola
Business and Business Priority: x sc, sla, ola
Support Priority P1: Definition / Resolution Hours
and Timescales: P2: Definition / Resolution Hours
….
Support Hours: P1: xx:xx - xx:xx sc, sla, ola
OLAs P2: xx:xx - xx:xx
….
Availability: 1) xxxxx sc, sla, ola
2) xxxxxx
Capacity and 1) xxxxx sc, sla, ola
Performance: 2) xxxxxx
Release Policies & 1) xxxxx sc, sla, ola
Maintenance 2) xxxxxx
Windows: 3) xxxxxxx
Application Hosting Change Policy: 1) xxxxx sc, sla, ola
2) xxxxxx
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26. Refine Agreement Content
Service Agreement Eligibility
• Produce and review aggregate Ownership: xxxxx
Service Management sc, sla, ola
reports Agreement
(components):
Client Management Service
Client Management Service
sc, sla, ola
CRM Desktop Application sc, sla, ola
• Summarize, identify and address Dependency
(components):
CRM application
Desktop PC
Service Desk
inconsistencies Service Features & 1) xxxxx
Functionality: 2) xxxxxx
sc, sla, ola
Service Pricing: $xx / user sc, sla, ola
Business and Business Priority: x sc, sla, ola
Support Hours Support Priority
and Timescales:
P1: Definition / Resolution Hours
P2: Definition / Resolution Hours
….
Support Hours: P1: xx:xx - xx:xx sc, sla, ola
Client Management Service P1 – 1 hour P2: xx:xx - xx:xx
….
Availability: 1) xxxxx sc, sla, ola
CRM Application P1 – 2 hour 2) xxxxxx
Capacity and 1) xxxxx sc, sla, ola
Standard Desktop P1 – .5 hour Performance: 2) xxxxxx
Release Policies & 1) xxxxx sc, sla, ola
Network Services P1 – .5 hour Maintenance
Windows:
2) xxxxxx
3) xxxxxxx
Change Policy: 1) xxxxx sc, sla, ola
Application Hosting P1 – 1 hour 2) xxxxxx
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27. Summary
1. Use Documents and Spreadsheets as modeling tools to
brainstorm ideas and to outline Templates
2. Add templates as records in a database managed as forms
• Use common templates and fields with checkboxes to
designate data as being appropriate at the Catalog, SLA,
or OLA levels
3. Relate forms using a service structure flowing from the top
service component through dependent configuration
components
4. Summarize, analyze, adjust and align field content
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28. Thank You!
For more, link to:
http://www.thoughtrock.net/node/133
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