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Lesson Objectives:

Service Level Management

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Why Service Level Management ???

It helps to ensure that we deliver IT services to our customers in areliable and cost effective manner.

It is used to create a balance between what level of quality of service anIT organization can provide and what a customer wishes to receive.

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Objectives of Service Level Management:

Measuring service performance To report performance To track costs Allow corrective action

Providing improved quality service Improve customer relationship Improve customer satisfaction

Awareness about responsibilities and roles betweenIT organization and customer

Fewer misunderstandings Faster resolution of disputes

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A primary tool for SLM : The SLA

SLA provides the customer and the IT service provider with a definiteproduct which both parties support and agree with.

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Ten common features of SLA:

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Service Description Description of key business functions, deliverables Scale, impact & priority of service

Service Hours Description of the hours the service would be available

Service availability Description of targeted levels of service within agreed upon hours

Support Levels Description of how to contact service desk

Performance Details about responsiveness of the service Expected turnaround time

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Functionality Number of errors allowed before determining that the SLA has been breached

Charges Details of billing formulas used

Continuity Disaster recovery plan including details of the service provision and recovery times

Security Security of IT services Security Measures taken

Changes Details of the change management procedures

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Structure of SLA:

MULTILEVEL

SERVICE BASED

CUSTOMER BASED

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Multilevel SLA:

What kind of services can MULTILEVEL Structure cover?

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Service based SLA:

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Customer Based SLA:

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Stages of the SLM process :

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NEGOTIATION PHASE:

Documents created during Negotiation Phase:

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FINALIZING PHASE: Drafting

Amending

Completing SLA and supportingagreements

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MONITORING PHASE:

SLA monitored to ensure the service levels are being met.

REPORTING PHASE: Reports are generated to compare the agreed upon and the actual SLA.

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REVIEWING PHASE:

Considering aspects regarding problems related to services andchanges within agreed SLA.

Creating SIP (Service improvement program) for those IT services

not meeting the agreed upon SLAs.

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WHO IS IN-CHARGE OF THE SLMPROCESS? The Service Level Manager

Creates SLA

OLA and UC

Review performance

Update SIP

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How to make SLM process successful? SLM process needs to work along with other different processes

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Problems with implementing SLM: Problems:

IT Culture change Adhering to established agreements

Change in targets

Costs:

Personnel costs

Training and documentation

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But Finally.

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QUESTIONS ???