Service
Level Management
Goal: To ensure that the levels
of IT service delivery are achieved,
both for existing services and new services
in accordance with the
agreed targets.
16.1
Basic Concepts:
NOTE - The SLM is the primary contact for customers.
Service Level
Management is concerned with:
o Designing and planning the SLM process and Service Level
Agreement (SLA) Structure.
o Determining the requirements of customers groups to produce
Service Level Requirements (SLRs)
o Negotiating and Agreeing upon the relevant Service Level
targets with customers to produce Service
Level Agreements
o Negotiating and Agreeing upon the support elements required
by the internal IT groups to produce
Operational Level
Agreements (internal) and with Supplier Mgt
for External
Suppliers and Underpinning Contracts
(external).
o Guarding Agreements with customer
o Monitoring Service Levels
o Reporting to Customer
NOTE- All reports from all other processes
should go to SLM who
will report back to customer
SLA Structures:
o Service Based SLA
o Customer Based SLA
o Multi-level Based SLA
o Corporate level
o Customer level
o Service level
Points to note:
o Agreements are INTERNAL
o Contracts are EXTERNAL
o You cannot have a “legal” contract/agreement with an internal
department of you organization
o If they try and mix the terms up (and they will) – use the
INTERNAL/EXTERNAL as key word.
16.2 Key
Terms:
SLA: Service Level Agreement
OLA: Operational Level
Agreement
UC: Underpinning Contract
SC: Service Catalog
SLR: Service Level
Requirements
Service Improvement Plans
(SIP):
formal plans to implement
improvements to a process or service.
Service Level Management works closely with
Service Catalog
Management and Supplier Management
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