|
|
- Goal
- To maintain and gradually improve business
aligned IT service quality through a constant
cycle of agreeing, monitoring, reporting and
reviewing IT service achievements and through
instigating actions to eradicate unacceptable
levels of service
- Why SLM (Service Level Management) ?
- SLM ensures that the service targets are
documented and agreed in service level
agreements (SLAs) and monitors and reviews the
actual service levels achieved against their SLA
targets. SLM should also be trying to
proactively improve all service levels within
the imposed cost constraint
- SLM s the process that manages and improves
agreed levels of service between tow parties
- The provider: who may be an internal
service department (eg. engineering,
computer department, building services), or
an external outsourcing company or a third
party supplier
- The receiver of the service eg. the
customer who pays the bills
- Responsibilities
- Negotiating and agreeing service
requirements and expected service
characteristics with the customer
- Measuring and reporting of:
- Service level actually being achieved
against targets
- Resources required
- Cost of service provision
- Continuously improving service levels in
line with the business processes with a SIP
(Service Improvement Programme)
- Co-ordinating other service management and
support functions including third party
suppliers
- Reviewing SLAs to meet changed business
needs or resolving major service issues
- Producing, reviewing and maintaining the
service catalogue
- Service catalogue
- SLM will document the services provided to
the customers, detailing the key features of
those services, preferably within the CMDB. This
catalogue will form the basis for an
understanding of all the services offered, teir
components, features, charges etc.
- SLA (Service Level Agreement)
- As a minimum an SLA should include:
- A simple description of the service and
deliverables
- The agreed service hours
- User response times, incident response
times and resolution times, and response
times to changes
- Service availability, security and
continuity targets
- Customer and provider responsibilities
- Critical business periods and exceptions
(holidays, escalation, etc)
- Structure
- Corporate Level: covering all the
generic SLM issues appropriate to every
customer throughout the organisation (such
as response times when calling the service
desk)
- Customer Level: covering all SLM issues
relevant to the particular customer group,
regardless of the service being used
- Service Level: covering all SLM issues
relevant to the specific service, in
relation to a specific customer group
- OLM (Operation Level Agreement)
- also known as back-to-back agreements. They
define support agreements internally
|
|
|
|
|
|
|