service level agreements with malcolm fry - tft 14

Service Level AgreementsMalcolm Fry, Cherwell Software Ambassador

© 2014 Cherwell Software, LLC All Rights Reserved www.cherwell.com


Who has the best warranty?

Every new XYZ is covered by a limited warranty for defects in materials or workmanship for the first four years or 50,000 miles, whichever comes first.We have a lot of confidence in the quality and durability in every new ABC that rolls off the assembly line. So much confidence, that we offer an industry-leading ABC 10-year or 100,000-mile warranty program


The Service Catalogue

A catalogue is a database or structured document with information about all live IT services, including those available for deployment.

The service catalogue is part of the service portfolio and contains information about two types of IT service: customer-facing services that are visible to the business and supporting services required by the service provider to deliver customer-facing services.


The OLAs

An OLA is an agreement between an IT service provider and another part of the same organisation.

It supports the IT service provider’s delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties.


The SLAs

An SLA is an agreement between an IT service provider and a customer.

A service agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer.

A single agreement may cover multiple IT services or multiple customers.


The CSI

Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes.

The performance of the IT service provider is continually measured and improvements are made to processes, IT services, and IT infrastructure in order to increase efficiency, effectiveness, and cost effectiveness.


The CSI

Continual service improvement includes the seven-step improvement process. Although this process is associated with continual service improvement, most processes have activities that take place across multiple stages of the service lifecycle.


The Service Amalgamation

Operational Level Agreement

Service Portfolio

Serv

ice

Leve

l Agr

eem

ent

Service Catalog





The cUStomERs


The Service Amalgamation


Service Portfolio

Serv

ice

Leve

l Agr

eem

ent

Service Catalog






Exclusive SLAs

Customer Customer Customer Customer Customer Customer

SLA SLA SLA SLA SLA SLA


Shared + Exclusive SLAs


PDCA• Proactive problem management is essential• CSI is ongoing

Identify strategy for improvementDefine what you will measure

Gather the dataProcess the data

Analyse the information and dataPresent and use the information

Implement improvement

Plan

Do

Check

Act

Look for VttB opportunitiesEvaluate VttB savings

IM, PM, RM, and CMCollect the supporting data

Calculate VttB savingsPresent to the business

Implement VttB savings


In short…

• The SLA squad:• Define the services• Measure the key constituents• Feedback to the customers• Provide the rack to hang the solutions• Justify the budget• Concentrate on the business

• ITSM is the customer agents within IT• The corporate Marines• When creating and agreeing SLAs, think contract and

warranty


Balanced SLAs

First level incident solving

Incident escalation

Incident closure

Priority management

Incident answering

Speed to solve

Time to escalate

Incident duration

Speed to allocate priorities

Speed to answer

Incident reduction

Correct escalation

Reopened incidents

Wrong priority allocations

Abandoned rates

Performance

Performance

Performance

Performance

Performance

Quality

Quality

Quality

Quality

Quality

CustomerSatisfaction


Don’t forget…

• Commitments not Agreements?• The Service squad reigns:• Service Portfolio• Service Catalogue• Service Level Agreements• Operational Level Agreements• Continual Service Improvement

• Take care–SLAs without OLAs are very dangerous


Thank you!

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service level agreements with malcolm fry - tft 14

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