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Service level management

Part of Service Delivery Process Lifecycle and one of its crucial steps is Service Level Management

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Service level management

  1. 1. Service Level Management A Customer Perspective Prepared by Yasir Karam
  2. 2. Overview • SLM at a glance – Defining Customer Impact – Example of process interlinks – Define requirement reporting • Implementation – Coaching – Service Catalog – OLA’s – SLA’s – UC’s – Reporting & Metrics
  3. 3. SLM Shortly Objective Maintain and improve IT Service quality, through a constant cycle of agreeing, monitoring and reporting upon IT Service achievements and instigation of actions to eradicate poor service in line with business or cost justification. PLAN, DO, CHECK, ACT. Activities Steps Identify •Identify business perspectives (Customers, Products, LOB’s, Value Chain, Goals..etc) •Evaluate process maturity 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 review Implement • Produce a service catalog • Draft • Negotiate • Review UCs and OLAs • Agree SLA Ongoing Process • Monitor • Report (service achievement reports) • Service Review Meetings • Service Improvement Program • Maintenance of SLAs, contracts and OLAs Periodic Review • Review process • Review SLA, OLAs, UC’s
  4. 4. SLM in ITIL Key ITIL Process Relationships • Change Management • Availability • Reliability • IT Service Continuity • Security • Service Desk Key KPI’s • # or % of services covered/endorsed • # or % of SLA service targets met • Review meetings held on time • Document of issues raised and resolved • # or % of service targets severity of breeches • SLAs monitored and regular reports SLA Structure • Service-based = SLA covers one service for all the customers of the service. • Customer Based = SLA with an individual Customer group, covering all the services they use. • Multi-level SLAs = Corporate level, customer level and service level agreements in a three layer structure.
  5. 5. Strategic SLA Structures Corporate-Based SLA Generic and Cover Entire Business Customer-Based SLA Meets Unique Needs of Customer Business Unit A Business Unit B Business Unit C Service X Service-Based SLA Meets Unique Needs of a Particular Service Service Y Business Unit A covered by the corporate SLA, a Customer-A SLA and a Service-X SLA (High Complexity Difficult to Implement) Business Unit A covered by the corporate SLA, a Customer-A SLA and a Service-X SLA (High Complexity Difficult to Implement) Business Unit B covered by the corporate SLA and Service-X SLA Business Unit B covered by the corporate SLA and Service-X SLA Business Unit C covered by the corporate SLA only (Low Complexity Easy to Implement) Business Unit C covered by the corporate SLA only (Low Complexity Easy to Implement)
  6. 6. SLM Architecture (chronic order) ADJD Customer IT operations External Providers or Vendors Service desk Internal Service Provider ( IT Business Unit ) OLA Underpinning Contracts SLA
  7. 7. Customer’s View • Improvement of service quality • Reduction in service disruption • Financial savings • Less time and effort spent by IT staff in resolving fewer failures • ADJD Customers able to perform business functions without adverse impact • IT services designed to meet SLR • Improved relationship with customers • Higher customer satisfaction • Manage Customer Expectations – Number One
  8. 8. Implementation • Appoint Service Level Manager • Assemble Project Team • Create Service Catalog (Service Brochure) • Develop Operational Level Agreement • Develop Service Level Agreement/Underpinning Contracts • Develop Reporting • Develop SLM process for review, audit and modify
  9. 9. Service Level Manager • Roles and Responsibilities as defined by ITIL – Create service catalog – Formulates, agrees and maintains SLM structure – Negotiates, agrees and maintains SLA with customer – Negotiates OLAs with IT provider – Analyses and reviews service performance against SLAs and OLAs
  10. 10. Project 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 ADJD business unit – Senior level – End user • No more than 15 representatives – too many makes negotiation difficult
  11. 11. Changing the IT Culture Task 1 Task 3 Task 2 Task 4 Task n Processes Silos
  12. 12. Service Catalog • 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 • Subsection creates the customer brochure • Finalize list with project team • Becomes part of the change management process
  13. 13. Operational Level Agreements • Establish current baseline • Although ITIL allows for multiple OLAs, we will recommend that only one to be negotiated and implemented • Simplistic SLM scheme easier to negotiate, implement, manage and change – Establish corporate level OLA – Corporate level SLA – UC’s – Through monitoring and review create more complexity as it is required
  14. 14. Service Level Agreement Contents • 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 • It’s easier to negotiate a corporate level SLA initially • Some core business units have special requirements based upon service/customer requirements • To avoid making multiple SLAs with conflicting and vastly different objectives
  15. 15. Reporting – Key Metrics • Sources – ACD – KM – Incident/Problem Management System – Email • Types of Reports – Service Level • Average speed of answer • First Contact Resolution • MTTR • Response and Resolution service breeches • Response and Resolution attainment (SLM compliance) • Availability, Reliability, Capacity (when part of SLA/OLA, UC) – Trending • Recurring Incidents • Customer Satisfaction
  16. 16. Reporting – cont. • Reporting must provide information to management on the attainment of service level commitments. • Must not be a punitive process but perceived as one in which the organization makes business decisions on resources and cost of service based upon attainment • Weekly reports on service breeches • Monthly reporting on trends • Monthly meetings with project team to make strategic decisions • Based upon SLA/OLA and defined measurement points in process diagrams
  17. 17. Roadmap OCT09 NOV09 DEC09 JAN10 FEB10 MAR10 APR10 MAY10 JUN10 Service Provisioning, Delivery, Support Service Charging & Enhancement Baselining Check process maturity assessment Check services maturity assessment Check process automation tools Check available policies and procedures Check available source documents (IT Strategy, Corporate Strategy, IT Initiatives) Identify role players; customers, process owners, products, processes Identify services Planning Develop project plan including resources, activities, communication, budgeting Team Assembly Team structuring and role assignment Service Catalog Service design strategy Service provisioning Identify opportunities Create service packages Create service offering Create service levels and targets Create service catalog processes Develop service catalog portal (order, basket) Metrics and KPI’s Explore measurement opportunities or services Identify metrics list Develop automation and toolset strategy UC’s Explore sourcing strategy Identify suppliers Map suppliers to services Review UC’s OLA’s Identify service providers Meet, negotiate and agree on services, metrics and service levels Define, communicate and agree on OLA structures Communicate and agree on OLA templates, forms, procedures Branding and marketing of services Create branding guide Create promotion plans Create service brochure Create market probing plans SLA’s Strategic SLA structure Agree service levels and targets Agree SLA templates Develop articulation plans Execute plans Monitor and control execution Operation Monitoring and reporting Review SLA’s, OLA’s Review and optimize processes Plan for performance management Execute enhancement plan
  18. 18. Suggested Roadmap Publish 1st version of service catalogue Finalize vendor OLA’s for outsourcing of service, licenses and warranties Endorse and sign formal OLA’s with IT service owners OCT09 NOV09 DEC09 JAN10 FEB10 MAR10 APR10 MAY10 JUN10 Endorse and sign formal SLA’s with ADJD users

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