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Service Level Management

Process Asset Library Office of Information and Technology

Service Level Management ii

Table of Contents Service Level Management Process Maps ............................................. 1

Process: Service Level Management .................................................... 10 Service Level Management Description and Goals .............................................. 13

Description............................................................................................................... 13 Goals......................................................................................................................... 13

Service Level Management RACI Information ....................................................... 14 Service Level Management Associated Artifacts Information ............................ 35 Service Level Management Tools and Web Sites Information ............................ 35 Service Level Management Standards Information .............................................. 35 Service Level Management Process ....................................................................... 37

Process Activity Name: SLM-01 Update Service Level Management Framework ............................................................................................................... 37 Process Activity Name: SLM-01.01 Review Framework Current State ........... 37 Process Activity Name: SLM-01.02 Analyze Lessons Learned ........................ 38 Process Activity Name: SLM-01.03 Research Industry Best Practice............. 39 Process Activity Name: SLM-01.04 Collaborate Discovery of Appropriate Modifications ........................................................................................................... 40 Process Activity Name: SLM-01.05 Draft Changes ............................................ 41 Process Activity Name: SLM-01.06 Approve Changes ...................................... 42 Process Activity Name: SLM-01.07 Develop Outreach Materials..................... 43 Process Activity Name: SLM-01.08 Publish Changes and Notify Stakeholders ................................................................................................................................... 44 Process Activity Name: SLM-02 Identify Service Level Requirements ........... 45 Process Activity Name: SLM-02.01 Existing System Lacks SLA?................... 46 Process Activity Name: SLM-02.02 Create Legacy Application SLA .............. 47 Process Activity Name: SLM-02.02.01 Assess Application Performance ...... 47 Process Activity Name: SLM-02.02.02 Review For Performance Acceptability ................................................................................................................................... 48 Process Activity Name: SLM-02.02.03 Performance Acceptable?................... 49 Process Activity Name: SLM-02.02.04 Use Existing SLA.................................. 50 Process Activity Name: SLM-02.02.05 Determine Performance Requirement ................................................................................................................................... 51 Process Activity Name: SLM-02.03 Provide Requirements .............................. 52 Process Activity Name: SLM-02.04 Underpinning Contracts Exist? ............... 53 Process Activity Name: SLM-02.05 Validate Existing Contracts ..................... 54 Process Activity Name: SLM-02.06 Acquisition Life Cycle ............................... 55 Process Activity Name: SLM-02.07 Perform Training on Service Level Framework ............................................................................................................... 56

Service Level Management iii

Process Activity Name: SLM-02.08 Review/Consult on Documented Requirements .......................................................................................................... 57 Process Activity Name: SLM-02.09 Adjustments Required?............................ 58 Process Activity Name: SLM-02.10 Adjusts Requirements .............................. 59 Process Activity Name: SLM-02.11 Perform Comparison of Capabilities to Requirements .......................................................................................................... 60 Process Activity Name: SLM-02.12 Differences Identified? ............................. 61 Process Activity Name: SLM-02.13 Notify OLA Process Owners of SLA ....... 62 Process Activity Name: SLM-02.14 Validate OLA Alignment with SLA .......... 63 Process Activity Name: SLM-02.15 Negotiate Service Level Requirements .. 64 Process Activity Name: SLM-02.16 Agree with Service Level? ....................... 65 Process Activity Name: SLM-02.17 Update Requirements (if needed) and Draft SLA .................................................................................................................. 65 Process Activity Name: SLM-02.18 Obtain Concurrence on SLA from OI&T . 66 Process Activity Name: SLM-02.19 Concur on Draft SLA ................................. 67 Process Activity Name: SLM-02.20 Send Draft SLA to SLMB .......................... 68 Process Activity Name: SLM-02.21 File Draft SLA in SLA Repository ............ 69 Process Activity Name: SLM-03 Obtain Sign-off on Service Level Agreement ................................................................................................................................... 70 Process Activity Name: SLM-03.01 Review Draft SLA for Conformance........ 71 Process Activity Name: SLM-03.02 Requires Clarification? ............................. 72 Process Activity Name: SLM-03.03 Request Clarification ................................ 72 Process Activity Name: SLM-03.04 Type of Clarification? ............................... 73 Process Activity Name: SLM-03.05 Provide Additional Information ............... 74 Process Activity Name: SLM-03.06 Provide Additional Information ............... 75 Process Activity Name: SLM-03.07 Review and Approve SLA ........................ 76 Process Activity Name: SLM-03.08 File Approved SLA in SLA Repository ... 77 Process Activity Name: SLM-03.09 Notify Stakeholders of Approval ............. 78 Process Activity Name: SLM-04 Activate Service and Prepare for Operations ................................................................................................................................... 78 Process Activity Name: SLM-04.01 Operational Level Agreements ................ 79 Process Activity Name: SLM-04.01.01 Determine OLA Scope ......................... 80 Process Activity Name: SLM-04.01.02 Identify OLA Support Requirements . 81 Process Activity Name: SLM-04.01.03 Specification Form Completed? ........ 82 Process Activity Name: SLM-04.01.04 Request Information from ITOPS Point of Contact................................................................................................................. 83 Process Activity Name: SLM-04.01.05 Draft OLA ............................................... 84 Process Activity Name: SLM-04.01.06 OI&T Agreement? ................................. 85 Process Activity Name: SLM-04.01.07 Present OLA to IT Management for Concurrence ............................................................................................................ 85

Service Level Management iv

Process Activity Name: SLM-04.01.08 Concur? ................................................. 86 Process Activity Name: SLM-04.01.09 Submit Draft OLA for EO Pillar Concurrence ............................................................................................................ 87 Process Activity Name: SLM-04.01.10 Concur? ................................................. 88 Process Activity Name: SLM-04.01.11 Submit OLA for SLMB Approval ........ 88 Process Activity Name: SLM-04.01.12 Review OLA........................................... 89 Process Activity Name: SLM-04.01.13 Approved? ............................................. 90 Process Activity Name: SLM-04.01.14 File Approved OLA in OLA Repository ................................................................................................................................... 91 Process Activity Name: SLM-04.01.15 Notify Stakeholders of Approval ........ 92 Process Activity Name: SLM-04.01.16 Monitor OLA Compliance .................... 93 Process Activity Name: SLM-04.01.17 Validate OLA Compliance ................... 93 Process Activity Name: SLM-04.01.18 Validated? ............................................. 94 Process Activity Name: SLM-04.01.19 OLA Change Needed? ......................... 95 Process Activity Name: SLM-04.01.20 Adjust Support Requirements ............ 96 Process Activity Name: SLM-04.01.21 Notify EO to Monitor OLA ................... 97 Process Activity Name: SLM-04.01.22 Minor or Major? .................................... 98 Process Activity Name: SLM-04.01.23 Make Minor Changes to OLA .............. 98 Process Activity Name: SLM-04.01.24 Make Major Changes to OLA .............. 99 Process Activity Name: SLM-04.02 Complete Service Design ....................... 100 Process Activity Name: SLM-04.03 Notify Business Line of Operational Boundary................................................................................................................ 101 Process Activity Name: SLM-04.04 Complete VIP Release ............................ 102 Process Activity Name: SLM-04.05 Configure Measurement Tools .............. 103 Process Activity Name: SLM-04.06 Test Measurements on Monitoring Tools ................................................................................................................................. 104 Process Activity Name: SLM-04.07 Expected Results? .................................. 105 Process Activity Name: SLM-04.08 Review Measurement Results ............... 106 Process Activity Name: SLM-05 Monitor and Report Service Levels ............ 107 Process Activity Name: SLM-05.01 Provide Operational Data ....................... 107 Process Activity Name: SLM-05.02 Aggregate Operational Data .................. 108 Process Activity Name: SLM-05.03 Monitor and Evaluate SLA Performance ................................................................................................................................. 109 Process Activity Name: SLM-05.04 Communicate Service Performance Feedback ................................................................................................................ 110 Process Activity Name: SLM-05.05 Communicate Service Performance Feedback ................................................................................................................ 111 Process Activity Name: SLM-05.06 Draft Periodic Service Level Performance Reports per SLA .................................................................................................... 112 Process Activity Name: SLM-05.07 Provide Feedback .................................... 113

Service Level Management v

Process Activity Name: SLM-05.08 Provide Feedback .................................... 114 Process Activity Name: SLM-05.09 Finalize Service Level Performance Reports ................................................................................................................... 115 Process Activity Name: SLM-06 Recommend Improvements ........................ 116 Process Activity Name: SLM-06.01 Compare Final Performance Reports to Performance Requirements................................................................................. 117 Process Activity Name: SLM-06.02 Identify Improvement Opportunities ..... 118 Process Activity Name: SLM-06.03 Identify Improvement Opportunities ..... 119 Process Activity Name: SLM-06.04 SLM Process Improvement?.................. 120 Process Activity Name: SLM-06.05 Evaluate Feasibility and Cost for Improvement Opportunities ................................................................................ 121 Process Activity Name: SLM-06.06 Consolidate Improvement Opportunities ................................................................................................................................. 122 Process Activity Name: SLM-06.07 Prioritize and Recommend Improvement Opportunities ......................................................................................................... 123 Process Activity Name: SLM-06.08 Develop Performance Improvement Plans ................................................................................................................................. 124 Process Activity Name: SLM-06.09 Verify Improvement Recommendations from Business Lines ............................................................................................ 125 Process Activity Name: SLM-06.10 Refine Budget for Improvement Plans . 126 Process Activity Name: SLM-06.11 Perform ePMO Intake .............................. 127 Process Activity Name: SLM-06.12 Planning, Programming, Budgeting and Execution Time Line ............................................................................................. 127 Process Activity Name: SLM-06.13 Funded? .................................................... 129 Process Activity Name: SLM-06.14 Manage List of Unfunded Improvement Plans ....................................................................................................................... 129

The links in this process map are inactive. Please scroll to view activity data. 1

Service Level Management Process Maps

Service Level Management 10

Process: Service Level Management Overview: The process map for Service Level Management cycles through the following process and review activities:

SLM-01 Update Service Level Management Framework SLM-01.01 Review Framework Current State SLM-01.02 Analyze Lessons Learned SLM-01.03 Research Industry Best Practice SLM-01.04 Collaborate Discovery of Appropriate Modifications SLM-01.05 Draft Changes SLM-01.06 Approve Changes SLM-01.07 Develop Outreach Materials SLM-01.08 Publish Changes and Notify Stakeholders SLM-02 Identify Service Level Requirements SLM-02.01 Existing System Lacks SLA? SLM-02.02 Create Legacy Application SLA SLM-02.02.01 Assess Application Performance SLM-02.02.02 Review For Performance Acceptability SLM-02.02.03 Performance Acceptable? SLM-02.02.04 Use Existing SLA SLM-02.02.05 Determine Performance Requirement SLM-02.03 Provide Requirements SLM-02.04 Underpinning Contracts Exist? SLM-02.05 Validate Existing Contracts SLM-02.06 Acquisition Life Cycle SLM-02.07 Perform Training on Service Level Framework SLM-02.08 Review/Consult on Documented Requirements SLM-02.09 Adjustments Required? SLM-02.10 Adjusts Requirements SLM-02.11 Perform Comparison of Capabilities to Requirements SLM-02.12 Differences Identified? SLM-02.13 Notify OLA Process Owners of SLA SLM-02.14 Validate OLA Alignment with SLA SLM-02.15 Negotiate Service Level Requirements SLM-02.16 Agree with Service Level? SLM-02.17 Update Requirements (if needed) and Draft SLA SLM-02.18 Obtain Concurrence on SLA from OI&T SLM-02.19 Concur on Draft SLA SLM-02.20 Send Draft SLA to SLMB SLM-02.21 File Draft SLA in SLA Repository SLM-03 Obtain Sign-off on Service Level Agreement SLM-03.01 Review Draft SLA for Conformance SLM-03.02 Requires Clarification? SLM-03.03 Request Clarification SLM-03.04 Type of Clarification? SLM-03.05 Provide Additional Information


SLM-03.06 Provide Additional Information SLM-03.07 Review and Approve SLA SLM-03.08 File Approved SLA in SLA Repository SLM-03.09 Notify Stakeholders of Approval SLM-04 Activate Service and Prepare for Operations SLM-04.01 Operational Level Agreements SLM-04.01.01 Determine OLA Scope SLM-04.01.02 Identify OLA Support Requirements SLM-04.01.03 Specification Form Completed? SLM-04.01.04 Request Information from ITOPS Point of Contact SLM-04.01.05 Draft OLA SLM-04.01.06 OI&T Agreement? SLM-04.01.07 Present OLA to IT Management for Concurrence SLM-04.01.08 Concur? SLM-04.01.09 Submit Draft OLA for EO Pillar Concurrence SLM-04.01.10 Concur? SLM-04.01.11 Submit OLA for SLMB Approval SLM-04.01.12 Review OLA SLM-04.01.13 Approved? SLM-04.01.14 File Approved OLA in OLA Repository SLM-04.01.15 Notify Stakeholders of Approval SLM-04.01.16 Monitor OLA Compliance SLM-04.01.17 Validate OLA Compliance SLM-04.01.18 Validated? SLM-04.01.19 OLA Change Needed? SLM-04.01.20 Adjust Support Requirements SLM-04.01.21 Notify EO to Monitor OLA SLM-04.01.22 Minor or Major? SLM-04.01.23 Make Minor Changes to OLA SLM-04.01.24 Make Major Changes to OLA SLM-04.02 Complete Service Design SLM-04.03 Notify Business Line of Operational Boundary SLM-04.04 Complete VIP Release SLM-04.05 Configure Measurement Tools SLM-04.06 Test Measurements on Monitoring Tools SLM-04.07 Expected Results? SLM-04.08 Review Measurement Results SLM-05 Monitor and Report Service Levels SLM-05.01 Provide Operational Data SLM-05.02 Aggregate Operational Data SLM-05.03 Monitor and Evaluate SLA Performance SLM-05.04 Communicate Service Performance Feedback SLM-05.05 Communicate Service Performance Feedback SLM-05.06 Draft Periodic Service Level Performance Reports per SLA SLM-05.07 Provide Feedback SLM-05.08 Provide Feedback


SLM-05.09 Finalize Service Level Performance Reports SLM-06 Recommend Improvements SLM-06.01 Compare Final Performance Reports to Performance Requirements SLM-06.02 Identify Improvement Opportunities SLM-06.03 Identify Improvement Opportunities SLM-06.04 SLM Process Improvement? SLM-06.05 Evaluate Feasibility and Cost for Improvement Opportunities SLM-06.06 Consolidate Improvement Opportunities SLM-06.07 Prioritize and Recommend Improvement Opportunities SLM-06.08 Develop Performance Improvement Plans SLM-06.09 Verify Improvement Recommendations from Business Lines SLM-06.10 Refine Budget for Improvement Plans SLM-06.11 Perform ePMO Intake SLM-06.12 Planning, Programming, Budgeting and Execution Time Line SLM-06.13 Funded? SLM-06.14 Manage List of Unfunded Improvement Plans


Service Level Management Description and Goals Description This process establishes a standard process and governance framework that mandates, creates, monitors, and adjusts IT system service level agreements and operational level agreements in a way that balances functionality and performance with cost. The VA Systems Inventory (VASI) is the authoritative inventory source for systems information which is a combination of IT hardware, software, or information management capabilities.

Goals - Provides a governance organization for oversight and guidance

- Institutionalizes the inclusion of mandatory performance requirements into the development or revision of IT systems and/or products

- Develops tools to monitor and measure the service level performance of each system/product

- Manage/monitor operational level agreements

- Conducts formal service level reviews (including operational level agreements)

- Requires the formulation and implementation of service improvement plans


Service Level Management RACI Information The following describes the RACI information for this process:

SLM-01.01 Review Framework Current State Responsible Role: Process Owner

Accountable Role: Process Sponsor

Consulted Role: Business Line; Business Relationship Manager

Informed Role: None Listed

SLM-01.02 Analyze Lessons Learned Responsible Role: Process Owner


Consulted Role: Business Line; Business Relationship Manager


SLM-01.03 Research Industry Best Practice Responsible Role: Process Owner


Consulted Role: Business Line; Business Relationship Manager; National Service Desk (NSD) Process Integration Team


SLM-01.04 Collaborate Discovery of Appropriate Modifications Responsible Role: Process Owner


Consulted Role: Business Line; Business Relationship Manager; National Service Desk (NSD) Process Integration Team; Subject Matter Expert(s)



SLM-01.05 Draft Changes Responsible Role: Process Owner




SLM-01.06 Approve Changes Responsible Role: Service Level Management Board

Accountable Role: Service Level Management Board Co-Chairpersons

Consulted Role: None Listed


SLM-01.07 Develop Outreach Materials Responsible Role: Process Owner




SLM-01.08 Publish Changes and Notify Stakeholders Responsible Role: Process Owner



Informed Role: Stakeholders

SLM-02.01 Existing System Lacks SLA? Responsible Role: Business Line

Accountable Role: Business Sponsor




SLM-02.02.01 Assess Application Performance Responsible Role: Enterprise/Field Operations Staff

Accountable Role: None Listed



SLM-02.02.02 Review For Performance Acceptability Responsible Role: Business Line




SLM-02.02.03 Performance Acceptable? Responsible Role: Business Line




SLM-02.02.04 Use Existing SLA Responsible Role: Business Line




SLM-02.02.05 Determine Performance Requirement Responsible Role: Business Line





SLM-02.03 Provide Requirements Responsible Role: Business Line




SLM-02.04 Underpinning Contracts Exist? Responsible Role: Process Owner




SLM-02.05 Validate Existing Contracts Responsible Role: Project Manager

Accountable Role: Portfolio Manager



SLM-02.06 Acquisition Life Cycle Responsible Role: Project Manager




SLM-02.07 Perform Training on Service Level Framework Responsible Role: Process Owner





SLM-02.08 Review/Consult on Documented Requirements Responsible Role: Project Manager


Consulted Role: Business Line; IT Operations and Services Operations Performance Metrics Group; Subject Matter Expert(s)


SLM-02.09 Adjustments Required? Responsible Role: Project Manager


Consulted Role: Business Line; IT Operations and Services Operations Performance Metrics Group


SLM-02.10 Adjusts Requirements Responsible Role: Business Line


Consulted Role: Project Manager

Informed Role: Business Relationship Manager

SLM-02.11 Perform Comparison of Capabilities to Requirements Responsible Role: Project Manager





SLM-02.12 Differences Identified? Responsible Role: Project Manager




SLM-02.13 Notify OLA Process Owners of SLA Responsible Role: Project Manager

Accountable Role: Business Owner


Informed Role: Process Owner

SLM-02.14 Validate OLA Alignment with SLA Responsible Role: Project Manager

Accountable Role: Process Owner

Consulted Role: Enterprise/Field Operations Staff


SLM-02.15 Negotiate Service Level Requirements Responsible Role: Project Manager


Consulted Role: Business Line; Stakeholders


SLM-02.16 Agree with Service Level? Responsible Role: Business Line





SLM-02.17 Update Requirements (if needed) and Draft SLA Responsible Role: Project Manager

Accountable Role: Business Owner

Consulted Role: Business Relationship Manager


SLM-02.18 Obtain Concurrence on SLA from OI&T Responsible Role: Project Manager


Consulted Role: National Service Desk (NSD) Process Integration Team


SLM-02.19 Concur on Draft SLA Responsible Role: Business Line



Informed Role: Project Manager

SLM-02.20 Send Draft SLA to SLMB Responsible Role: Project Manager




SLM-02.21 File Draft SLA in SLA Repository Responsible Role: Business Relationship Manager

Accountable Role: Service Level Management Board




SLM-03.01 Review Draft SLA for Conformance Responsible Role: Service Level Management Board




SLM-03.02 Requires Clarification? Responsible Role: Service Level Management Board




SLM-03.03 Request Clarification Responsible Role: Service Level Management Board



Informed Role: Business Line; Project Manager

SLM-03.04 Type of Clarification? Responsible Role: Service Level Management Board




SLM-03.05 Provide Additional Information Responsible Role: Business Owner





SLM-03.06 Provide Additional Information Responsible Role: Project Manager




SLM-03.07 Review and Approve SLA Responsible Role: Service Level Management Board


Consulted Role: Business Line; National Service Desk (NSD) Process Integration Team; Project Manager


SLM-03.08 File Approved SLA in SLA Repository Responsible Role: Business Relationship Manager




SLM-03.09 Notify Stakeholders of Approval Responsible Role: Business Relationship Manager




SLM-04.01.01 Determine OLA Scope


Responsible Role: Project Manager

Accountable Role: Program Manager

Consulted Role: Product Engineer

Informed Role: Requestor; Service Level Management Board Co-Chairpersons

SLM-04.01.02 Identify OLA Support Requirements Responsible Role: Project Manager


Consulted Role: Product Engineer; Product and Platform Management Portfolio Director; Product and Platform Management Estimator; Stakeholders

Informed Role: Requestor; Service Level Management Board Co-Chairpersons

SLM-04.01.03 Specification Form Completed? Responsible Role: Project Manager




SLM-04.01.04 Request Information from ITOPS Point of Contact Responsible Role: Project Manager


Consulted Role: IT Operations and Services Point of Contact


SLM-04.01.05 Draft OLA Responsible Role: Project Manager



Informed Role: Service Level Management Board Co-Chairpersons


SLM-04.01.06 OI&T Agreement? Responsible Role: Project Manager




SLM-04.01.07 Present OLA to IT Management for Concurrence Responsible Role: Project Manager




SLM-04.01.08 Concur? Responsible Role: IT Service Provider




SLM-04.01.09 Submit Draft OLA for EO Pillar Concurrence Responsible Role: Project Manager




SLM-04.01.10 Concur? Responsible Role: Enterprise Operations

Accountable Role: Enterprise Program Management Office




SLM-04.01.11 Submit OLA for SLMB Approval Responsible Role: Project Manager


Consulted Role: Service Level Management Board


SLM-04.01.12 Review OLA Responsible Role: Service Level Management Board

Accountable Role: Deputy Chief Information Officer, IT Operations and Services



SLM-04.01.13 Approved? Responsible Role: Service Level Management Board



Informed Role: Project Manager; Stakeholders

SLM-04.01.14 File Approved OLA in OLA Repository Responsible Role: Service Level Management Board




SLM-04.01.15 Notify Stakeholders of Approval Responsible Role: Service Level Management Board




Informed Role: Stakeholders; Project Manager; Product Owner; Program Manager; Portfolio Manager

SLM-04.01.16 Monitor OLA Compliance Responsible Role: Customer Relationship Manager




SLM-04.01.17 Validate OLA Compliance Responsible Role: Customer Relationship Manager




SLM-04.01.18 Validated? Responsible Role: Customer Relationship Manager




SLM-04.01.19 OLA Change Needed? Responsible Role: Project Manager




SLM-04.01.20 Adjust Support Requirements Responsible Role: Project Manager





SLM-04.01.21 Notify EO to Monitor OLA Responsible Role: Project Manager




SLM-04.01.22 Minor or Major? Responsible Role: Project Manager




SLM-04.01.23 Make Minor Changes to OLA Responsible Role: Project Manager




SLM-04.01.24 Make Major Changes to OLA Responsible Role: Project Manager




SLM-04.02 Complete Service Design


Responsible Role: Project Manager


Consulted Role: IT Operations and Services Operations Performance Metrics Group


SLM-04.03 Notify Business Line of Operational Boundary Responsible Role: Project Manager



Informed Role: IT Operations and Services Operations Performance Metrics Group; Business Relationship Manager

SLM-04.04 Complete VIP Release Responsible Role: Project Manager




SLM-04.05 Configure Measurement Tools Responsible Role: IT Operations and Services Operations Performance Metrics Group


Consulted Role: Project Manager; Subject Matter Expert(s)


SLM-04.06 Test Measurements on Monitoring Tools Responsible Role: Project Manager





SLM-04.07 Expected Results? Responsible Role: Project Manager




SLM-04.08 Review Measurement Results Responsible Role: Business Line


Consulted Role: Project Manager; Business Relationship Manager; IT Operations and Services Operations Performance Metrics Group


SLM-05.01 Provide Operational Data Responsible Role: IT Operations and Services Operations Performance Metrics Group




SLM-05.02 Aggregate Operational Data Responsible Role: IT Operations and Services Operations Performance Metrics Group




SLM-05.03 Monitor and Evaluate SLA Performance Responsible Role: System Owner





SLM-05.04 Communicate Service Performance Feedback Responsible Role: System Owner




SLM-05.05 Communicate Service Performance Feedback Responsible Role: Project Manager




SLM-05.06 Draft Periodic Service Level Performance Reports per SLA Responsible Role: Business Relationship Manager


Consulted Role: Business Line; National Service Desk (NSD) Process Integration Team; Project Manager; IT Operations and Services Operations Performance Metrics Group


SLM-05.07 Provide Feedback Responsible Role: System Owner




SLM-05.08 Provide Feedback Responsible Role: Project Manager





SLM-05.09 Finalize Service Level Performance Reports Responsible Role: Business Relationship Manager


Consulted Role: Business Line; National Service Desk (NSD) Process Integration Team; Project Manager; IT Operations and Services Operations Performance Metrics Group


SLM-06.01 Compare Final Performance Reports to Performance Requirements Responsible Role: Business Relationship Manager




SLM-06.02 Identify Improvement Opportunities Responsible Role: Business Line




SLM-06.03 Identify Improvement Opportunities Responsible Role: System Owner


Consulted Role: Business Relationship Manager; Stakeholders



SLM-06.04 SLM Process Improvement? Responsible Role: Business Relationship Manager




SLM-06.05 Evaluate Feasibility and Cost for Improvement Opportunities Responsible Role: System Owner




SLM-06.06 Consolidate Improvement Opportunities Responsible Role: Business Relationship Manager


Consulted Role: National Service Desk (NSD) Process Integration Team; Project Manager


SLM-06.07 Prioritize and Recommend Improvement Opportunities Responsible Role: Business Line


Consulted Role: National Service Desk (NSD) Process Integration Team; Project Manager; Business Relationship Manager


SLM-06.08 Develop Performance Improvement Plans Responsible Role: System Owner





SLM-06.09 Verify Improvement Recommendations from Business Lines Responsible Role: Business Relationship Manager


Consulted Role: Business Line


SLM-06.10 Refine Budget for Improvement Plans Responsible Role: System Owner


Consulted Role: IT Investment Manager


SLM-06.11 Perform ePMO Intake Responsible Role: Business Line




SLM-06.12 Planning, Programming, Budgeting and Execution Time Line Responsible Role: IT Investment Manager




SLM-06.13 Funded? Responsible Role: IT Resource Manager





SLM-06.14 Manage List of Unfunded Improvement Plans Responsible Role: Service Level Management Board





Service Level Management Associated Artifacts Information Associated Artifacts information (including hyperlinks) for this process includes:

Acquisition Requirements Package

Budget Operating Plan (BOP)

Business Epic Template

Business Sub-epic

Operational Level Agreement Specification Form

Operational Level Agreement Template

Operations and Maintenance Responsibility Matrix Template

Requirements Specification Document Template

Service Level Agreement Template

Service Level Agreement Tracking Summary Template

Service Level Management Board Evaluation Template

Service Level Management Board Improvement Action Items Template

Service Level Management Board Meeting Agenda and Metrics Scorecard Template

VIP Service Level Agreement Specification Form

Service Level Management Tools and Web Sites Information The Tools and Web Sites associated with this process (including hyperlinks) include:

Benefits Transformation Initiative (BTI) SharePoint Site

CA Business Service Insight

Information Technology Infrastructure Library

Rational Requirements DOORS Next Generation

Rational Team Concert (Change/Configuration Management)

Service Level Management Board (SLMB)

Service Level Management Board SharePoint Site

Service Level Management SharePoint Repository

Service Operations Insight (SOI) Web

VA Systems Inventory

Virtual Office of Acquisition (VOA), Customer Acquisition Portal (CAP)

Service Level Management Standards Information Standards associated with this process (including hyperlinks) include:

Framework for Improving Critical Infrastructure Cybersecurity Draft Version 1.1


Release Requirements User Stories Decision Tree

Service Level Management Board Charter

Veteran-focused Integration Process (VIP) Release Process Guide


Service Level Management Process Process Activity Name: SLM-01 Update Service Level Management Framework Previous Activities Process Begins

Or

SLM-06.04 SLM Process Improvement?

Next Activities SLM-01.01 Review Framework Current State

Description The Update Service Level Management Framework sub-process cycles through the following dependent activities:

- Performs reviews of the Framework current state

- Analyzes lessons learned

- Researches industry best practices

- Collaborates on the discovery of appropriate modifications

- Approves the changes

- Develops outreach materials

- Publishes changes and notifies stakeholders

Process Activity Name: SLM-01.01 Review Framework Current State Previous Activities SLM-01 Update Service Level Management Framework

Next Activities SLM-01.02 Analyze Lessons Learned

And

SLM-01.03 Research Industry Best Practice

Description The Process Owner in collaboration with the Service Level Management Board (SLMB) establishes the framework for and oversees the implementation of Service Level Requirements (SLR). The Process Owner defines the processes, artifacts, infrastructure, and monitoring methodologies that are the basis for IT Service Management of products and SLRs. The Process


Owner conducts meetings as needed to facilitate the establishment, enhancement and implementation of the framework.

Input Formal and informal customer feedback

Service Level Management Board Charter

Output Service Level Management Board Meeting Agenda and Metrics Scorecard

Associated Artifacts Service Level Management Board Meeting Agenda and Metrics Scorecard Template

Responsible Role Process Owner

Accountable Role Process Sponsor

Consulted Role Business Line; Business Relationship Manager

Informed Role None Listed

Tools and Websites Information Technology Infrastructure Library

Standards Service Level Management Board Charter

More Info The SLMB Meeting Agenda and Metrics Scorecard contains the Service Level Agreement Tracking Summary.

Process Activity Name: SLM-01.02 Analyze Lessons Learned Concurrent Activities SLM-01.03 Research Industry Best Practice

Previous Activities SLM-01.01 Review Framework Current State

Next Activities SLM-01.04 Collaborate Discovery of Appropriate Modifications


Description The Process Owner reviews the lessons learned from implementation and the feedback on training and develops recommended enhancements to the processes, artifacts, monitoring infrastructure, and monitoring methodologies.

Input Feedback on Training

Lessons Learned

Output Recommended Enhancements

Associated Artifacts None Listed



Consulted Role Business Line; Business Relationship Manager


Tools and Websites Service Level Management Board (SLMB)

Standards None Listed

More Info None Listed

Process Activity Name: SLM-01.03 Research Industry Best Practice Concurrent Activities SLM-01.02 Analyze Lessons Learned

Previous Activities SLM-01.01 Review Framework Current State

Next Activities SLM-01.04 Collaborate Discovery of Appropriate Modifications


Description The Process Owner reviews advances in Industry Best Practices from accepted bodies of knowledge and recommends changes to processes, artifacts, and service quality measurement methods.

Input Industry Best Practices

Output Recommended Industry Best Practices




Consulted Role Business Line; Business Relationship Manager; National Service Desk (NSD) Process Integration Team





Process Activity Name: SLM-01.04 Collaborate Discovery of Appropriate Modifications Previous Activities SLM-01.02 Analyze Lessons Learned

Or

SLM-01.03 Research Industry Best Practice

Next Activities SLM-01.05 Draft Changes


Description The Process Owner assesses the performance of the Service Level Framework and reviews recommended enhancements and industry best practices and Service Level Management Board Effectiveness Scorecard to identify appropriate modifications to enhance the effectiveness of the framework.

Input Recommended Enhancements

Recommended Industry Best Practices

Service Level Management Board Effectiveness Scorecard

Output Service Level Management Framework Change Actions




Consulted Role Business Line; Business Relationship Manager; National Service Desk (NSD) Process Integration Team; Subject Matter Expert(s)





Process Activity Name: SLM-01.05 Draft Changes Previous Activities SLM-01.04 Collaborate Discovery of Appropriate Modifications

Next Activities SLM-01.06 Approve Changes


Description The Process Owner makes appropriate changes to the Service Level Management Framework.

Input Service Level Management Framework

Output Service Level Management Framework (Mark up)






Tools and Websites None Listed



Process Activity Name: SLM-01.06 Approve Changes Previous Activities SLM-01.05 Draft Changes

Next Activities SLM-01.07 Develop Outreach Materials

Description The Service Level Management Board reviews the marked up version on the Service Level Management Framework and coordinates any further refinements with the Process Owner until there is an approved version of the Service Level Management Framework.



Service Level Management Framework Change Actions

Output Service Level Management Framework (Approved)


Responsible Role Service Level Management Board

Accountable Role Service Level Management Board Co-Chairpersons

Consulted Role None Listed





Process Activity Name: SLM-01.07 Develop Outreach Materials Previous Activities SLM-01.06 Approve Changes

Next Activities SLM-01.08 Publish Changes and Notify Stakeholders

Description The Process Owner develops outreach materials.

Input Service Level Management Framework (Approved)

Output Service Level Management Framework Outreach Materials








Service Level Management Board (SLMB)



Process Activity Name: SLM-01.08 Publish Changes and Notify Stakeholders Previous Activities SLM-01.07 Develop Outreach Materials

Next Activities SLM-02 Identify Service Level Requirements

Description The Process Owner publishes the revised Service Level Management Framework and notifies Stakeholders that the revised framework is available.


Service Level Management Framework Outreach Materials

Output Stakeholder Notifications of Framework Availability






Informed Role Stakeholders




Process Activity Name: SLM-02 Identify Service Level Requirements Previous Activities SLM-01.08 Publish Changes and Notify Stakeholders

Next Activities SLM-02.01 Existing System Lacks SLA?

Description The Identify Service Level Requirements sub-process cycles through the following dependent activities:

- Existing System Lacks SLA?

- Create Legacy Application SLA

- Provide Requirements

- Underpinning Contracts Exist?

- Validate Existing Contracts

- Execute Acquisition Life Cycle

- Perform Training on Service Level Framework

- Review/Consult on Documented Requirements


- Adjustments Required?

- Adjust Requirements

- Present Capabilities Compared to Requirements

- Differences Identified?

- Notify OLA Process Owners of SLA

- Validate OLA Alignment with SLA

- Negotiate Service Level Requirements

- Agree with Service Level?

- Update Requirements (if needed) and Draft SLA

- Obtain Concurrence on SLA from OI&T

- Concur on Draft SLA

- Send Draft SLA to SLMB

- File Draft SLA in SLA Repository

Process Activity Name: SLM-02.01 Existing System Lacks SLA? Previous Activities SLM-02 Identify Service Level Requirements

Next Activities If "YES":

SLM-02.02 Create Legacy Application SLA

Or

If "NO":

SLM-02.03 Provide Requirements

Description The Business Line determines whether the application is an existing operational system and/or application that is operational which lacks a Service Level Agreement (YES) or if the application is a new system or application (NO).

Responsible Role Business Line

Accountable Role Business Sponsor




Process Activity Name: SLM-02.02 Create Legacy Application SLA Previous Activities SLM-02.01 Existing System Lacks SLA?

Next Activities SLM-02.02.01 Assess Application Performance

Description The Create Legacy Application SLA sub-process cycles through the following dependent activities:

- Assess Application Performance

- Review for Performance Acceptability

- Performance Acceptable?

- Use Existing SLA

- Perform Comparison of Capabilities to Requirements

- Determine Performance Requirement

Process Activity Name: SLM-02.02.01 Assess Application Performance Previous Activities SLM-02.02 Create Legacy Application SLA

Next Activities SLM-02.02.02 Review For Performance Acceptability

Description The Enterprise/Field Operations Staff determine the application performance based on Architected Availability Report and complete a Veteran-Focused Integration Process (VIP) Service Level Agreement Specification Form.

Input Architected Availability Report

Business Line Requirements

Output VIP Service Level Agreement Specification Form


Associated Artifacts VIP Service Level Agreement Specification Form

Responsible Role Enterprise/Field Operations Staff

Accountable Role None Listed



Tools and Websites VA Systems Inventory

Standards Release Requirements User Stories Decision Tree

More Info The Enterprise Operations Benefits Transformation Initiative – Service Level Management Team develops Architected Availability Reports for systems that are already in production.

When the VIP Service Level Agreement Specification Form is created, update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.02.02 Review For Performance Acceptability Previous Activities SLM-02.02.01 Assess Application Performance

Next Activities SLM-02.02.03 Performance Acceptable?

Description The Business Line reviews the initial VIP Service Level Agreement Specification Form, Architected Availability Report, and pertinent application information to determine performance acceptability based on historical performance information. The Business Line accepts or rejects the VIP Service Level Agreement Specification Form and makes updates accordingly.



Pertinent Application Information


Output VIP Service Level Agreement Specification Form (Updated)








More Info When the VIP Service Level Agreement Specification Form is updated, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.02.03 Performance Acceptable? Previous Activities SLM-02.02.02 Review For Performance Acceptability

Next Activities If "Accept":

SLM-02.02.04 Use Existing SLA

Or

If "Reject":

SLM-02.02.05 Determine Performance Requirement


Description The Business Line determines if the key performance indicators based on historical performance information and customer feedback are Acceptable or if the performance is not acceptable (Reject).





Process Activity Name: SLM-02.02.04 Use Existing SLA Previous Activities SLM-02.02.03 Performance Acceptable?

Next Activities SLM-02.11 Perform Comparison of Capabilities to Requirements

Description The Business Line reviews existing Service Level Agreements (SLAs) and Memorandum of Understanding and identifies an SLA with the same service level requirements as the specified application and/or system in the VIP Service Level Agreement Specification Form. The Business Line identifies which Service Level Agreement is suitable.

Input Memorandum of Understanding

Service Level Agreement(s)


Output Suitable Service Level Agreement









More Info When the Suitable Service Level Agreement is identified, update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.02.05 Determine Performance Requirement Previous Activities SLM-02.02.03 Performance Acceptable?

Next Activities SLM-02.16 Agree with Service Level?

Description The Business Line reviews Architected Availability Report, Performance Availability, and other historical information to determine the system performance requirements. The Business Line updates the VIP Service Level Agreement Specification Form with any changes needed.


Pertinent Application Information


Output VIP Service Level Agreement Specification Form (Updated)









More Info When the VIP Service Level Agreement Specification Form is updated, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.03 Provide Requirements Previous Activities SLM-02.01 Existing System Lacks SLA?

Next Activities SLM-02.04 Underpinning Contracts Exist?

Description The Business Line ensures mandated Service Level Requirements (SLRs) and expected impact on the infrastructure capacity are included in the non-functional requirements of the approved Business Epic or Sub Epics. A pre-existing Business Requirements Document can be used in cases where Business Epic has not been formulated. The Business Line includes needed revisions prior to forwarding the Business Epic to the Process Owner.

Input Business Epic or Sub Epics

Business Requirements Document

Output Business Epic or Sub Epics (Updated)

Business Requirements Document (Updated If Used)

Associated Artifacts Business Epic Template

Business Sub-epic






Tools and Websites Rational Requirements DOORS Next Generation


More Info The Compliance Epics and related User Stories in Rational DOORS Next Generation establish the minimum compliance criteria for a product or product release.

When the Business Epic or Sub-epics and/or Business Requirements Document are updated, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.04 Underpinning Contracts Exist? Previous Activities SLM-02.03 Provide Requirements


SLM-02.05 Validate Existing Contracts

Or

If "New Contract":

SLM-02.06 Acquisition Life Cycle

Or

If "No Contract Needed":

SLM-02.08 Review/Consult on Documented Requirements

Description The Process Owner determines if underpinning contracts exist for the planned operational environment for the system/application (YES), is not needed (No Contract Needed) or if a New Contract is needed.






Process Activity Name: SLM-02.05 Validate Existing Contracts Previous Activities SLM-02.04 Underpinning Contracts Exist?

Next Activities SLM-02.07 Perform Training on Service Level Framework

Description The Process Owner contacts the Contract Management Office to obtain the most current version of applicable Underpinning Contracts to the determine if the underpinning contracts for the planned operational environment for the system/application have compatible contractual terms and conditions for the availability, performance, and support hours for the application Service Level requirements in the Business Epic or Sub Epics or are supported by the Underpinning Contract(s).


Underpinning Contract(s)

Output Underpinning Contract Requirements


Responsible Role Project Manager

Accountable Role Portfolio Manager







Process Activity Name: SLM-02.06 Acquisition Life Cycle Previous Activities SLM-02.04 Underpinning Contracts Exist?

Next Activities If "Go to ACQL":

Acquisition Life Cycle Process

Or

If "Remain in SLM":

SLM-02.07 Perform Training on Service Level Framework

Description The Process Owner or designee develops an Acquisition Requirements Package for new Underpinning Contracts and submits the package using templates and materials from the Virtual Office of Acquisition, Customer Acquisition Portal.

Input Underpinning Contract Requirements

Output Acquisition Requirements Package

Associated Artifacts Acquisition Requirements Package






Tools and Websites Virtual Office of Acquisition (VOA), Customer Acquisition Portal (CAP)



Process Activity Name: SLM-02.07 Perform Training on Service Level Framework Previous Activities SLM-02.05 Validate Existing Contracts

Or

SLM-02.06 Acquisition Life Cycle

Next Activities SLM-02.08 Review/Consult on Documented Requirements

Description The Process Owner tailors Service Level Framework Outreach Materials as appropriate, facilitates, and conducts training for the Project Management teams on Service Level Framework and the roles and responsibilities of the applicable stakeholders.


Service Level Management Framework Outreach Materials

Output Feedback on Training

Service Level Framework Outreach Materials (Tailored as needed)










Process Activity Name: SLM-02.08 Review/Consult on Documented Requirements Previous Activities SLM-02.04 Underpinning Contracts Exist?

Or

SLM-02.07 Perform Training on Service Level Framework

Or

SLM-02.12 Differences Identified?

Next Activities SLM-02.09 Adjustments Required?

Description The Project Manager reviews the requirements documented in the Business Epic or Sub Epics for completeness and accuracy. The Project Manager ensures the Service Level Requirements (SLR) from the business line are approved and included. The Project Manager ensures mandated SLRs are included in the performance and reliability specifications and these are compatible with Underpinning Contract(s). Adjustments to SLRs are requested as needed.


Business Requirements Document (If Existing Used)

Requirements Specification Document (If Existing Used)

Underpinning Contract(s)

Output Service Level Requirement Adjustments





Consulted Role Business Line; IT Operations and Services Operations Performance Metrics Group; Subject Matter Expert(s)




More Info A pre-existing Requirements Specification Document can be used for non-functional requirements in cases where the Business Epic has not been formulated.

The Compliance Epics and related User Stories in Rational DOORS Next Generation establish minimum compliance criteria for a product or product release.

When the Service Level Requirement Adjustments are made, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.09 Adjustments Required? Previous Activities SLM-02.08 Review/Consult on Documented Requirements


SLM-02.10 Adjusts Requirements

Or

If "NO":

SLM-02.11 Perform Comparison of Capabilities to Requirements

Description The Project Manager determines if adjustments are required to the Service Level Requirements (SLR) from the business line (YES) or not (NO).




Consulted Role Business Line; IT Operations and Services Operations Performance Metrics Group


Process Activity Name: SLM-02.10 Adjusts Requirements Previous Activities SLM-02.09 Adjustments Required?

Next Activities SLM-02.11 Perform Comparison of Capabilities to Requirements

Description The Business Line reviews the requested adjustments to the Service Level Requirements (SLR) and makes adjustments as needed.


Requirements Specification Document (If Existing Used)

Service Level Requirement Adjustments


Requirements Specification Document (Updated If Existing Used)


Requirements Specification Document Template

Business Sub-epic



Consulted Role Project Manager


Informed Role Business Relationship Manager



More Info When the requirements are adjusted, update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.11 Perform Comparison of Capabilities to Requirements Previous Activities SLM-02.09 Adjustments Required?

Or

SLM-02.10 Adjusts Requirements

Next Activities SLM-02.12 Differences Identified?

Description The Project Manager reviews the capabilities of the planned operating environment and any Key Performance Indicators for Service Level Requirements (SLR) within the approved Business Epic or Sub Epics to determine if revisions are needed.




Business Sub-epic








More Info A pre-existing System Design Document can be used for the design in cases where the Business Epic has not been formulated.

The Compliance Epics and related User Stories in Rational DOORS Next Generation establish the minimum compliance criteria for a product or product release.

When the Business Epic or Sub-epics are updated, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.12 Differences Identified? Previous Activities SLM-02.11 Perform Comparison of Capabilities to Requirements

Next Activities If "Yes":

SLM-02.08 Review/Consult on Documented Requirements

Or

If "No":

SLM-02.13 Notify OLA Process Owners of SLA

Description The Project Manager determines if there are differences that need to be addressed (YES) or not (NO).






Process Activity Name: SLM-02.13 Notify OLA Process Owners of SLA Previous Activities SLM-02.12 Differences Identified?

Or

SLM-02.16 Agree with Service Level?

Next Activities SLM-02.14 Validate OLA Alignment with SLA

Description The Project Manager notifies the Process Owner of the Operation Level Agreement (OLA) that a related Service Level Agreement (SLA) is being created or updated.

Input Operational Level Agreement

Service Level Agreement (Draft)


Output Notification of Service Level Agreement



Accountable Role Business Owner


Informed Role Process Owner





Process Activity Name: SLM-02.14 Validate OLA Alignment with SLA Previous Activities SLM-02.13 Notify OLA Process Owners of SLA

Next Activities SLM-02.15 Negotiate Service Level Requirements

Description The Project Manager reviews the Operation Level Agreement (OLA) for alignment of the Service Level Requirements and drafts the Service Level Agreement (SLA). The Project Manager identifies Service Level Requirements in the draft SLA need coordination.

Input Operation Level Agreement

Service Level Agreement (Draft)


Output Service Level Agreement

Service Level Requirement Differences



Accountable Role Process Owner

Consulted Role Enterprise/Field Operations Staff





More Info When the Service Level Agreement is created and Service Level Requirement Differences identified, update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.15 Negotiate Service Level Requirements Previous Activities SLM-02.14 Validate OLA Alignment with SLA

Next Activities SLM-02.16 Agree with Service Level?

Description The Project Manager works with the Business Line and the Process Owner of the Operation Level Agreement (OLA) to bring the Service Level Agreement in line with operational capabilities.

Input Service Level Agreement (Draft)

Service Level Requirement Differences

Output Service Level Agreement (Updated)

Associated Artifacts Service Level Agreement Template



Consulted Role Business Line; Stakeholders





More Info The Production Operations Manual is created in the Project Planning (PRP) process.

When the Service Level Agreement is updated, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.16 Agree with Service Level? Previous Activities SLM-02.15 Negotiate Service Level Requirements

Next Activities If "Accept":

SLM-02.17 Update Requirements (if needed) and Draft SLA

Or

If "Reject ":

SLM-02.13 Notify OLA Process Owners of SLA

Description The Business Line determines if the service levels in the draft Service Level Agreement (SLA) are Acceptable (Accept) or not (Reject).





Process Activity Name: SLM-02.17 Update Requirements (if needed) and Draft SLA Previous Activities SLM-02.16 Agree with Service Level?

Next Activities SLM-02.18 Obtain Concurrence on SLA from OI&T


And

SLM-02.19 Concur on Draft SLA

Description The Project Manager collaborates with the Business Line and the Customer to refine the Service Level Agreement (SLA) with specific and quantifiable terms and conditions. For legacy application, the Project Manager reviews the VIP Service Level Agreement Specification Form and the SLA identified as suitable and creates a version of the SLA for the legacy application.

Input Service Level Agreement (Draft Suitable)

Suitable Service Level Agreement





Accountable Role Business Owner

Consulted Role Business Relationship Manager




More Info When the Service Level Agreement is updated, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-02.18 Obtain Concurrence on SLA from OI&T Concurrent Activities SLM-02.19 Concur on Draft SLA


Previous Activities SLM-02.17 Update Requirements (if needed) and Draft SLA

Next Activities SLM-02.20 Send Draft SLA to SLMB

Description The Project Manager obtains concurrence on the draft Service Level Agreement (SLA) from OI&T Enterprise Operations Leadership.

Input Service Level Agreement (Draft)

Output Enterprise Operations Concurrence

Service Level Agreement (Updated If Needed)




Consulted Role National Service Desk (NSD) Process Integration Team





Process Activity Name: SLM-02.19 Concur on Draft SLA Concurrent Activities SLM-02.18 Obtain Concurrence on SLA from OI&T


Previous Activities SLM-02.17 Update Requirements (if needed) and Draft SLA

Next Activities SLM-02.20 Send Draft SLA to SLMB

Description The Business Line reviews the draft Service Level Agreement and resolves any discrepancies with the Business Relationship Manager (BRM). The Business Line communicates their concurrence to the BRM.

Input Service Level Agreement

Output Service Level Agreement Concurrence





Informed Role Project Manager




Process Activity Name: SLM-02.20 Send Draft SLA to SLMB Previous Activities SLM-02.18 Obtain Concurrence on SLA from OI&T

AND

SLM-02.19 Concur on Draft SLA


Next Activities SLM-02.21 File Draft SLA in SLA Repository

Description The Project Manager submits the final draft Service Level Agreement to the Service Level Management Board.


Output Submitted Service Level Agreement (Final Draft)









Process Activity Name: SLM-02.21 File Draft SLA in SLA Repository Previous Activities SLM-02.20 Send Draft SLA to SLMB

Next Activities SLM-03 Obtain Sign-off on Service Level Agreement

Description The Business Relationship Manager posts the Service Level Agreement (SLA) on the Service Level Agreement repository.


Input Service Level Agreement (Final Draft)

Output Posted Service Level Agreement (Final Draft)


Responsible Role Business Relationship Manager

Accountable Role Service Level Management Board



Tools and Websites Service Level Management Board (SLMB)


More Info Customer Relationship Management provides programmatic oversight of the SLA while Service Delivery and Engineering provides the day to day operational support.

Process Activity Name: SLM-03 Obtain Sign-off on Service Level Agreement Previous Activities SLM-02.21 File Draft SLA in SLA Repository

Next Activities SLM-03.01 Review Draft SLA for Conformance

Description The Obtain Sign-off on Service Level Agreement sub-process cycles through the following dependent activities:

- Review the draft Service Level Agreement (SLA) for conformance with policies, rules and regulations

- Requires Clarification?


- Request Clarification

- Type of Clarification?

- Provide additional technical information

- Provide additional business related information

- Review and Approve SLA

- File Approved SLA in the SLA Repository

- Notify the Stakeholders of Approval

Process Activity Name: SLM-03.01 Review Draft SLA for Conformance Previous Activities SLM-03 Obtain Sign-off on Service Level Agreement

Next Activities SLM-03.02 Requires Clarification?

Description The Service Level Management Board (SLMB) designee reviews the Service Level Agreement (SLA) assembled by the Project Manager and accepted by the Business Line and OI&T Stakeholders for completeness and compliance with policies, rules and regulations. The SLMB designee communicates with SLMB members to determine if clarifications and revisions are needed.


Output Needed Clarifications and Revisions










Process Activity Name: SLM-03.02 Requires Clarification? Previous Activities SLM-03.01 Review Draft SLA for Conformance


SLM-03.03 Request Clarification

Or

If "NO":

SLM-03.07 Review and Approve SLA

Description The Service Level Management Board (SLMB) designee determines if there are clarifications are needed (YES) or not (NO) to complete the Service Level Agreements (SLAs).





Process Activity Name: SLM-03.03 Request Clarification Previous Activities SLM-03.02 Requires Clarification?

Next Activities SLM-03.04 Type of Clarification?

Description The Service Level Management Board (SLMB) develops questions and/or comments on the draft Service Level Agreement and requests clarification as needed from the Business Owner and Project Manager.



Output Questions/Comments from SLMB





Informed Role Business Line; Project Manager




Process Activity Name: SLM-03.04 Type of Clarification? Previous Activities SLM-03.03 Request Clarification

Next Activities If "Business Requirement":

SLM-03.05 Provide Additional Information

Or

If "Technical":

SLM-03.06 Provide Additional Information

Description The Service Level Management Board (SLMB) determines what type of clarification is needed, either Business Requirements or Technical.






Process Activity Name: SLM-03.05 Provide Additional Information Previous Activities SLM-03.04 Type of Clarification?


Description The Business Owner reviews the questions and/or comments from Service Level Management Board (SLMB) on the service level requirements. The Business Owner provides clarification as needed.

Input Questions/Comments from SLMB

Service Level Agreement (Final Draft)

Output Service Level Agreement (Updated Final Draft)


Responsible Role Business Owner








Process Activity Name: SLM-03.06 Provide Additional Information Previous Activities SLM-03.04 Type of Clarification?


Description The Project Manager reviews the questions and/or comments from Service Level Management Board (SLMB) that require additional investigation and responses. The Project Manager provides clarification as needed.

Input Questions/Comments from SLMB

Service Level Agreement (Final Draft)

Output Service Level Agreement (Updated Final Draft)










Process Activity Name: SLM-03.07 Review and Approve SLA Previous Activities SLM-03.02 Requires Clarification?

Next Activities SLM-03.08 File Approved SLA in SLA Repository

Description The Service Level Management Board reviews Service Level Agreement (SLA) and votes to approve or reject the SLA


Output Service Level Agreement (Approved)




Consulted Role Business Line; National Service Desk (NSD) Process Integration Team; Project Manager






Process Activity Name: SLM-03.08 File Approved SLA in SLA Repository Previous Activities SLM-03.07 Review and Approve SLA

Next Activities SLM-03.09 Notify Stakeholders of Approval

Description The Service Level Management Board (SLMB) has a staff member files the Service Level Agreement (SLA) in the SLA Repository.

Input Service Level Agreement (Approved)

Output Filed Service Level Agreement










Process Activity Name: SLM-03.09 Notify Stakeholders of Approval Previous Activities SLM-03.08 File Approved SLA in SLA Repository

Next Activities SLM-04 Activate Service and Prepare for Operations

Description The Service Level Management Board notifies stakeholders that the Service Level Agreement has been approved.

Input Service Level Agreement (Approved)

Output Notification of Approved Service Level Agreement









Process Activity Name: SLM-04 Activate Service and Prepare for Operations Previous Activities SLM-03.09 Notify Stakeholders of Approval


Next Activities SLM-04.01 Operational Level Agreements

Description The Activate Service and Prepare for Operations sub-process cycles through the following dependent activities:

- Operational Level Agreements

- Complete Service Design

- Notify the Business Line of Operation Boundary

- Complete VIP Release

- Configure Measurement Tools

- Test Measurements on Monitoring Tools

- Expected Results?

- Review Measurement Results

Process Activity Name: SLM-04.01 Operational Level Agreements Previous Activities SLM-04 Activate Service and Prepare for Operations

Next Activities SLM-04.01.01 Determine OLA Scope

Description The Operational Level Agreements Subprocess cycles through the following activities:

- Determine OLA Scope

- Identify OLA Support Requirements

- Specification Form Completed?

- Request Information from Respective ITOPS POC

- Draft OLA

- OI&T Agreement?

- Present OLA to IT Management for Concurrence

- Concur?

- Submit Draft OLS for EO Pillar Concurrence

- Concur?

- Submit OLA for SLMB Approval


- Review OLA

- Approved?

- File Approved OLA in OLA Repository

- Notify Stakeholders of Approval

- Monitor OLA Compliance

- Validate OLA Compliance

- Validated?

- OLA Change Needed?

- Adjust Support Requirements

- Notify EO to Monitor OLA

- Minor or Major?

- Make Minor Changes to OLA

- Make Major Changes to OLA

Process Activity Name: SLM-04.01.01 Determine OLA Scope Previous Activities SLM-04.01 Operational Level Agreements

Next Activities SLM-04.01.02 Identify OLA Support Requirements

Description The Project Manager determines the scope of the Operational Level Agreement (OLA) that needs to be put in place to support Service Level Agreement (SLA) requirements.

Input Memorandum of Understanding

Operating Level Agreement

Service Level Agreements

Output Updated Operating Level Agreement

Associated Artifacts Operational Level Agreement Template


Accountable Role Program Manager


Consulted Role Product Engineer

Informed Role Requestor; Service Level Management Board Co-Chairpersons

Tools and Websites Service Level Management SharePoint Repository



Process Activity Name: SLM-04.01.02 Identify OLA Support Requirements Previous Activities SLM-04.01.01 Determine OLA Scope

Next Activities SLM-04.01.03 Specification Form Completed?

Description The Project Manager determines the requirements necessary to support the Operational Level Agreement including identifying support group locations, service hours, service targets, monitoring requirements and roles and responsibilities and submits the Operational Level Agreement Specification Form.

Input Memorandums of Understanding

Operational Level Agreement

Operations and Maintenance Responsibility Matrix

Production Operations Manual


Support Group Information

Output Operational Level Agreement Specification Form

Updated Operational Level Agreement

Updated Operations and Maintenance Responsibility Matrix



Operations and Maintenance Responsibility Matrix Template




Consulted Role Product Engineer; Product and Platform Management Portfolio Director; Product and Platform Management Estimator; Stakeholders

Informed Role Requestor; Service Level Management Board Co-Chairpersons

Tools and Websites Service Level Management SharePoint Repository



Process Activity Name: SLM-04.01.03 Specification Form Completed? Previous Activities SLM-04.01.02 Identify OLA Support Requirements

Or

SLM-04.01.04 Request Information from ITOPS Point of Contact


SLM-04.01.05 Draft OLA

Or

If "No":

SLM-04.01.04 Request Information from ITOPS Point of Contact

Description The Project Manager determines if the Specification Form filled out by the support group detailing support requirements is complete (Yes) or not (No).






Process Activity Name: SLM-04.01.04 Request Information from ITOPS Point of Contact Previous Activities SLM-04.01.03 Specification Form Completed?

Next Activities SLM-04.01.03 Specification Form Completed?

Description The Project Manager reviews the Specification Form filled out by the IT Operations and Services (ITOPS) Point of Contact and requests any additional input to complete the form.

Input Operational Level Agreement Specification Form

Output Updated Operational Level Agreement Specification Form




Consulted Role IT Operations and Services Point of Contact


Tools and Websites Service Level Management Board SharePoint Site




Process Activity Name: SLM-04.01.05 Draft OLA Previous Activities SLM-04.01.03 Specification Form Completed?

Or

SLM-04.01.23 Make Minor Changes to OLA

Next Activities SLM-04.01.06 OI&T Agreement?

Description The Project Manager creates the Operational Level Agreement (OLA) based upon the identified scope of the OLA, Customer requirements in the Service Level Agreement (SLA), the IT Operations and Services (ITOPS) support requirements necessary to meet the scope of the OLA, and the information contained in the Operational Level Agreement Specification Form.

Input Operational Level Agreement Specification Form

Service Level Agreement

Output Operational Level Agreement





Informed Role Service Level Management Board Co-Chairpersons

Tools and Websites Benefits Transformation Initiative (BTI) SharePoint Site

Service Level Management SharePoint Repository




Process Activity Name: SLM-04.01.06 OI&T Agreement? Previous Activities SLM-04.01.05 Draft OLA


SLM-04.01.07 Present OLA to IT Management for Concurrence

Or

If "No":

SLM-04.01.22 Minor or Major?

Description The Project Manager reviews the Operational Level Agreement with the respective Service Providers within the Office of Information & Technology and determines if agreement has been obtained (YES) or not (NO).





Process Activity Name: SLM-04.01.07 Present OLA to IT Management for Concurrence Previous Activities SLM-04.01.06 OI&T Agreement?

Or


Next Activities SLM-04.01.08 Concur?


Description The Project Manager presents the draft Operational Level Agreement to supporting Office of Information & Technology (OI&T) Management for concurrence.



Output Approved Operational Level Agreement

Updated Operational Level Agreement









Process Activity Name: SLM-04.01.08 Concur? Previous Activities SLM-04.01.07 Present OLA to IT Management for Concurrence


SLM-04.01.09 Submit Draft OLA for EO Pillar Concurrence

Or

If "No":


SLM-04.01.19 OLA Change Needed?

Description The IT Service Provider/Owner within the Office of Information & Technology (OI&T) concurs (Yes) or non-concurs (No) with the Operational Level Agreement as written.

Responsible Role IT Service Provider




Process Activity Name: SLM-04.01.09 Submit Draft OLA for EO Pillar Concurrence Previous Activities SLM-04.01.08 Concur?

Next Activities SLM-04.01.10 Concur?

Description The Project Manager submits the draft Operational Level Agreement (OLA) to Enterprise Operations for concurrence.












Process Activity Name: SLM-04.01.10 Concur? Previous Activities SLM-04.01.09 Submit Draft OLA for EO Pillar Concurrence


SLM-04.01.11 Submit OLA for SLMB Approval

Or

If "No":


Description The Enterprise Operations (EO) Pillar concurs (Yes) with the Operational Level Agreement as written or does not concur (No).

Responsible Role Enterprise Operations

Accountable Role Enterprise Program Management Office



Process Activity Name: SLM-04.01.11 Submit OLA for SLMB Approval Previous Activities SLM-04.01.10 Concur?

Next Activities SLM-04.01.12 Review OLA


Description The Project Manager submits the Operational Level Agreement (OLA) to the Service Level Management Board (SLMB) for final approval.

Input Draft Operational Level Agreement (OLA)





Consulted Role Service Level Management Board


Tools and Websites Benefits Transformation Initiative (BTI) SharePoint Site



Process Activity Name: SLM-04.01.12 Review OLA Previous Activities SLM-04.01.11 Submit OLA for SLMB Approval

Next Activities SLM-04.01.13 Approved?

Description The Service Level Management Board (SLMB) reviews the draft Operational Level Agreement (OLA) for conformance to standards and capability to provide the requisite services and that all Service Level Agreements will be met.


Input Draft Operational Level Agreement (OLA)




Accountable Role Deputy Chief Information Officer, IT Operations and Services






Process Activity Name: SLM-04.01.13 Approved? Previous Activities SLM-04.01.12 Review OLA


SLM-04.01.14 File Approved OLA in OLA Repository

Or

If "No":


Description The Service Level Management Board (SLMB) determines that all Service Level Agreements (SLA) requirements are met and approves the Operational Level Agreement (OLA) (Yes) or does not approve the OLA (No).





Informed Role Project Manager; Stakeholders

Process Activity Name: SLM-04.01.14 File Approved OLA in OLA Repository Previous Activities SLM-04.01.13 Approved?

Next Activities SLM-04.01.15 Notify Stakeholders of Approval

Description The Service Level Management Board directs that the approved Operational Level Agreement (OLA) be filed in the Service Level Management Board SharePoint Site.


Output Filed Operational Level Agreement






Tools and Websites Service Level Management Board SharePoint Site




Process Activity Name: SLM-04.01.15 Notify Stakeholders of Approval Previous Activities SLM-04.01.14 File Approved OLA in OLA Repository

Next Activities SLM-04.01.16 Monitor OLA Compliance

Description The Service Level Management Board (SLMB) notifies the Stakeholders of the approval of the Operational Level Agreement (OLA)

Input Operational Level Agreement (OLA)

Output Stakeholder Notification Email





Informed Role Stakeholders; Project Manager; Product Owner; Program Manager; Portfolio Manager





Process Activity Name: SLM-04.01.16 Monitor OLA Compliance Previous Activities SLM-04.01.15 Notify Stakeholders of Approval

Next Activities SLM-04.01.17 Validate OLA Compliance

Description The Customer Relationship Manager monitors the performance against the Operation Level Agreement (OLA) to ensure awareness of any anomalies.

Input Operational Level Agreement Performance Report

Output Reviewed Operational Level Agreement Performance Report


Responsible Role Customer Relationship Manager




Tools and Websites CA Business Service Insight



Process Activity Name: SLM-04.01.17 Validate OLA Compliance Previous Activities SLM-04.01.16 Monitor OLA Compliance

Next Activities SLM-04.01.18 Validated?


Description The Customer Relationship Manager validates the Operational Level Agreement (OLA) performance against the approved Operational Level Agreement and Service Level Agreement to ensure compliance with requirements.


Operational Level Agreement Performance Report


Output Customer Performance Report Email









Process Activity Name: SLM-04.01.18 Validated? Previous Activities SLM-04.01.17 Validate OLA Compliance


SLM-04.02 Complete Service Design

Or


If "No":


Description The Customer Relationship Manager determines if compliance with the Operational Level Agreement is met (Yes) or not (No).





Process Activity Name: SLM-04.01.19 OLA Change Needed? Previous Activities SLM-04.01.08 Concur?

Or

SLM-04.01.10 Concur?

Or

SLM-04.01.13 Approved?

Or

SLM-04.01.18 Validated?


SLM-04.01.22 Minor or Major?

Or

If "No":

SLM-04.01.20 Adjust Support Requirements

Description The Project Manager determines if Yes, a change to the Operational Level Agreement (OLA) is needed, or No, a change to the OLA is not needed and the support requirements need to be adjusted.






Process Activity Name: SLM-04.01.20 Adjust Support Requirements Previous Activities SLM-04.01.19 OLA Change Needed?

Next Activities SLM-04.01.21 Notify EO to Monitor OLA

Description The Project Manager determines the support requirement adjustments that are required to the Operational Level Agreement to enable meeting Service Level Agreement requirements.


Operational Level Agreement Performance Report


Service Level Agreement Performance Report

Output Draft Operational Level Agreement Change Requirements










Process Activity Name: SLM-04.01.21 Notify EO to Monitor OLA Previous Activities SLM-04.01.20 Adjust Support Requirements

Next Activities SLM-04.02 Complete Service Design

Description The Project Manager sends a notification email to Enterprise Operations notifying them to monitor the Operational Level Agreement (OLA). Reports are set up in CA Business Services Insight to generate monthly performance reports allowing monitoring of performance trends.



Output Monthly Metrics Performance Report

Associated Artifacts Service Level Management Board Meeting Agenda and Metrics Scorecard Template









Process Activity Name: SLM-04.01.22 Minor or Major? Previous Activities SLM-04.01.06 OI&T Agreement?

Or


Next Activities If "Minor":


Or

If "Major":

SLM-04.01.24 Make Major Changes to OLA

Description The Project Manager determines if the adjustments to the Operational Level Agreement are Minor or Major.





Process Activity Name: SLM-04.01.23 Make Minor Changes to OLA Previous Activities SLM-04.01.22 Minor or Major?

Next Activities SLM-04.01.07 Present OLA to IT Management for Concurrence


Description The Project Manager drafts minor changes to the Operational Level Agreement (OLA) needed to ensure performance compliance.



Service Level Management Board Meeting Agenda and Metrics Score Card

Output Updated Operational Level Agreement









Process Activity Name: SLM-04.01.24 Make Major Changes to OLA Previous Activities SLM-04.01.22 Minor or Major?

Next Activities SLM-04.01.05 Draft OLA

Description The Project Manager drafts minor changes to the Operational Level Agreement (OLA) needed to ensure the ability to perform to the OLA requirements.




Service Level Management Board Meeting Agenda and Metrics Score Card

Output Updated Operational Level Agreement









Process Activity Name: SLM-04.02 Complete Service Design Previous Activities SLM-04.01.18 Validated?

Or

SLM-04.01.21 Notify EO to Monitor OLA

Next Activities SLM-04.03 Notify Business Line of Operational Boundary

Description The IT Operations and Services (ITOPS) Service Management and Planning Project Manager determines the operation boundaries for the system, completes Service Design and updates the Service Level Agreement with dependencies and system components.


Input Operational Level Agreement(s) (Draft)


Output Operational Level Agreement(s) (Updated If Needed)

Service Level Agreement (Updated)


Service Level Agreement Template



Consulted Role IT Operations and Services Operations Performance Metrics Group




More Info When the Service Level Agreement and/or the Operational Level Agreement(s) are updated, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository.

Process Activity Name: SLM-04.03 Notify Business Line of Operational Boundary Previous Activities SLM-04.02 Complete Service Design

Next Activities SLM-04.04 Complete VIP Release


Description The IT Operations and Services (ITOPS) Service Management and Planning Project Manager notifies the Business Line of the Key Performance Indicators (KPIs) for operational boundary of the system.

Input Service Level Agreement (Updated)

Output Notification of Business Line on System Operational Boundary





Informed Role IT Operations and Services Operations Performance Metrics Group; Business Relationship Manager




Process Activity Name: SLM-04.04 Complete VIP Release Previous Activities SLM-04.03 Notify Business Line of Operational Boundary

Next Activities SLM-04.05 Configure Measurement Tools

Description The Project Manager posts the signed Service Level Agreement (SLA) in project's Rational Team Concert repository and ensures that all requirements in the Veteran-focused Integration Process (VIP) Release Process Guide are met.



Output Service Level Agreement (Posted to Project Folder)






Tools and Websites Rational Team Concert (Change/Configuration Management)

Standards Veteran-focused Integration Process (VIP) Release Process Guide


Process Activity Name: SLM-04.05 Configure Measurement Tools Previous Activities SLM-04.04 Complete VIP Release

Or

SLM-04.07 Expected Results?

Next Activities SLM-04.06 Test Measurements on Monitoring Tools

Description The IT Operations and Services (ITOPS) Metrics Group identifies the electronic data source(s) necessary to obtain the operational Key Performance Indicator data needed to assess the key performance indicators in the Service Level Agreement. The ITOPS Metrics Group verifies the identified data and gains concurrence on the metrics report development.



Output SLA Dashboard Report Design


Responsible Role IT Operations and Services Operations Performance Metrics Group


Consulted Role Project Manager; Subject Matter Expert(s)






Process Activity Name: SLM-04.06 Test Measurements on Monitoring Tools Previous Activities SLM-04.05 Configure Measurement Tools

Next Activities SLM-04.07 Expected Results?

Description The Project Manager ensures Service Level Agreement Monitoring Key Performance Indicators (KPIs) are accurately tested, verified, and reported in the SLA Performance Metrics Report.


SLA Dashboard Report Design


Output SLA Performance Metrics Report









Process Activity Name: SLM-04.07 Expected Results? Previous Activities SLM-04.06 Test Measurements on Monitoring Tools


SLM-04.08 Review Measurement Results

Or

If "NO":

SLM-04.05 Configure Measurement Tools

Description The Project Manager reviews the Service Level Agreement (SLA) Performance Metrics Report for accuracy and determines if the Key Performance Indicators are within the agreed service levels (YES) or not (NO).






Process Activity Name: SLM-04.08 Review Measurement Results Previous Activities SLM-04.07 Expected Results?

Next Activities SLM-05 Monitor and Report Service Levels

Description The Business Line reviews and approves the Service Level Agreement (SLA) Performance Metrics Report. The Business Line works with the Project Manager to resolve any issues with the SLA Performance Metrics Report.


SLA Performance Metrics Report

Output SLA Performance Metrics Report (Approved)




Consulted Role Project Manager; Business Relationship Manager; IT Operations and Services Operations Performance Metrics Group






Process Activity Name: SLM-05 Monitor and Report Service Levels Previous Activities SLM-04.08 Review Measurement Results

Next Activities SLM-05.01 Provide Operational Data

Description The Monitor and Report Service Levels sub-process cycles through the following dependent activities:

- Provide Operational Data

- Aggregate Operational Data

- Monitor SLA Dashboard for Performance Issues

- Communicate Service Performance Feedback

- Draft Periodic Service Level Performance Reports per SLA

- Provide Feedback

- Finalize Service Level Performance Reports

Process Activity Name: SLM-05.01 Provide Operational Data Previous Activities SLM-05 Monitor and Report Service Levels

Next Activities SLM-05.02 Aggregate Operational Data

Description The IT Operations and Services (ITOPS) Operations Performance Metrics Group provides the operational data related to the key performance indicators (KPIs) in the Service Level Agreement.


Output Operational data











Process Activity Name: SLM-05.02 Aggregate Operational Data Previous Activities SLM-05.01 Provide Operational Data

Next Activities SLM-05.03 Monitor and Evaluate SLA Performance

Description The IT Operations and Services (ITOPS) Operations Performance Metrics Group aggregates the operational data from the previous month’s results and provides an average of performance results that can be weighed against the maximum and desired response times and availability.

Input Operational Data

Output Average Performance Results










More Info The Service Delivery Engineering Intake Site has a section for requesting an IT Performance Dashboard Report Request and is also accessible from the IT Performance Dashboard.

Process Activity Name: SLM-05.03 Monitor and Evaluate SLA Performance Previous Activities SLM-05.02 Aggregate Operational Data

Next Activities SLM-05.04 Communicate Service Performance Feedback

And

SLM-05.05 Communicate Service Performance Feedback

Description The Service Level Management Board (SLMB) monitors and evaluates Service Level Agreements (SLA) associated with Information Technology products and systems. The SLMB routinely monitors the performance of each SLA and updates the Service Level Agreement Tracking Summary with current performance data. The SLMB compares actual performance against the targets in the SLA and requests improvement plans for underperforming areas. The SLMB tracks the Service Performance Improvement Plans along with the ongoing performance of each SLA.


Service Level Agreement Average Performance Results


Service Performance Improvement Plan (If Exists)

Output Service Level Agreement Tracking Summary (Updated)

Associated Artifacts Service Level Agreement Tracking Summary Template

Responsible Role System Owner





Information Technology Infrastructure Library




Process Activity Name: SLM-05.04 Communicate Service Performance Feedback Concurrent Activities SLM-05.05 Communicate Service Performance Feedback

Previous Activities SLM-05.03 Monitor and Evaluate SLA Performance

Next Activities SLM-05.06 Draft Periodic Service Level Performance Reports per SLA

Description The System Owner communicates service performance feedback to all required parties.


Input Service Level Agreement Average Performance Results

Output Communication Plan









Process Activity Name: SLM-05.05 Communicate Service Performance Feedback Concurrent Activities SLM-05.04 Communicate Service Performance Feedback

Previous Activities SLM-05.03 Monitor and Evaluate SLA Performance

Next Activities SLM-05.06 Draft Periodic Service Level Performance Reports per SLA

Description The Project Manager communicates service performance feedback to all required parties.

Input Service Level Agreement Average Performance Results


Output Communication Plan









Process Activity Name: SLM-05.06 Draft Periodic Service Level Performance Reports per SLA Previous Activities SLM-05.04 Communicate Service Performance Feedback

AND

SLM-05.05 Communicate Service Performance Feedback

Next Activities SLM-05.07 Provide Feedback

And

SLM-05.08 Provide Feedback

Description The Business Relationship Manager (BRM) creates the Draft Periodic Service Level Performance Reports based on the metrics/reports provided by the Service Level Agreement (SLA) monitoring and tracking tool Business Service Insight. The metrics and reports provided show availability and performance level information based on the Key Performance Indicator targets set forth in the SLA.



Service Level Agreement Average Performance Results

Output Service Level Agreement Performance Report (Draft)




Consulted Role Business Line; National Service Desk (NSD) Process Integration Team; Project Manager; IT Operations and Services Operations Performance Metrics Group






Process Activity Name: SLM-05.07 Provide Feedback Concurrent Activities SLM-05.08 Provide Feedback

Previous Activities SLM-05.06 Draft Periodic Service Level Performance Reports per SLA

Next Activities SLM-05.09 Finalize Service Level Performance Reports

Description The System Owner reviews the Service Level Performance Report and provides feedback.


Input Service Level Agreement Performance Report

Output Service Level Agreement Performance Report Feedback









Process Activity Name: SLM-05.08 Provide Feedback Concurrent Activities SLM-05.07 Provide Feedback

Previous Activities SLM-05.06 Draft Periodic Service Level Performance Reports per SLA

Next Activities SLM-05.09 Finalize Service Level Performance Reports

Description The Project Manager reviews the Service Level Performance Report and provides feedback.



Output Service Level Agreement Performance Report Feedback









Process Activity Name: SLM-05.09 Finalize Service Level Performance Reports Previous Activities SLM-05.07 Provide Feedback

AND

SLM-05.08 Provide Feedback

Next Activities SLM-06 Recommend Improvements

Description The Business Relationship Manager (BRM) updates and finalizes the Service Level Performance Report using the feedback from the System Owner and Project Manager.


Service Level Agreement Performance Report Feedback


Output Service Level Agreement Performance Report (Final)




Consulted Role Business Line; National Service Desk (NSD) Process Integration Team; Project Manager; IT Operations and Services Operations Performance Metrics Group






Process Activity Name: SLM-06 Recommend Improvements Previous Activities SLM-05.09 Finalize Service Level Performance Reports

Next Activities SLM-06.01 Compare Final Performance Reports to Performance Requirements

Description The sub-process Recommend Improvements performs the following dependent activities:

- Compare Final Performance Reports to Performance Requirements

- Identify Improvement Opportunities

- Identify Improvement Opportunities

- SLM Process Improvement?

- Evaluate Feasibility and Cost for Improvement Opportunities

- Consolidate Improvement Opportunities


- Prioritize and Recommend Improvement Opportunities

- Develop Performance Improvement Plans

- Verify Improvement Recommendations from Business Lines

- Refine Budget for Improvement Plans

- Perform ePMO Intake

- Planning, Programming, Budgeting and Execution Time Line

- Funded?

- Manage List of Unfunded Improvement Plans

Process Activity Name: SLM-06.01 Compare Final Performance Reports to Performance Requirements Previous Activities SLM-06 Recommend Improvements

Next Activities SLM-06.02 Identify Improvement Opportunities

And

SLM-06.03 Identify Improvement Opportunities

Description The Business Relationship Manager (BRM) updates Service Level Agreement Tracking Summary with the most recent finalized the Service Level Performance Reports and flags the applications/systems that are not meeting the performing requirements. The BRM develops initial Service Level Management Board Evaluations for each underperforming system.


Service Level Agreement Tracking Summary

Service Level Management Board Evaluation

Output Service Level Agreement Tracking Summary (Updated)


Associated Artifacts Service Level Agreement Tracking Summary Template

Service Level Management Board Evaluation Template









Process Activity Name: SLM-06.02 Identify Improvement Opportunities Concurrent Activities SLM-06.03 Identify Improvement Opportunities

Previous Activities SLM-06.01 Compare Final Performance Reports to Performance Requirements

Next Activities SLM-06.04 SLM Process Improvement?

Description The Business Line reviews Service Level Agreement Performance Reports and identifies the service discrepancies from the Service Level Agreements, and consults with stakeholders to identify improvement areas including process and monitoring methodologies.


Service Level Agreement Performance Report (Final)


Output Service Level Management Board Evaluation(s) (Updated)

Associated Artifacts Service Level Management Board Evaluation Template









Process Activity Name: SLM-06.03 Identify Improvement Opportunities Concurrent Activities SLM-06.02 Identify Improvement Opportunities

Previous Activities SLM-06.01 Compare Final Performance Reports to Performance Requirements

Next Activities SLM-06.04 SLM Process Improvement?

Description The Project Manage assembles recommendations for architectural, system, software, and hardware improvements. The SLMB presents and discusses the proposed changes with the key Stakeholder(s). Strategic Stakeholder(s) approved improvement recommendations are utilized as input to the VA planning and budgeting process. Lower level recommendations are incorporated as part of the Information Technology service improvement plans.


Service Level Agreement Performance Report (Final)

Service Level Management Board Evaluation(s)

Output Service Level Management Board Evaluation(s) (Updated)


Associated Artifacts Service Level Management Board Evaluation Template



Consulted Role Business Relationship Manager; Stakeholders





Process Activity Name: SLM-06.04 SLM Process Improvement? Previous Activities SLM-06.02 Identify Improvement Opportunities

AND

SLM-06.03 Identify Improvement Opportunities


SLM-01 Update Service Level Management Framework

Or

If "NO":

SLM-06.05 Evaluate Feasibility and Cost for Improvement Opportunities

Description The Business Relationship Manager determines if the improvement ideas apply to the Service Level Management (SLM) process improvements, monitoring methodologies or infrastructure improvements (YES) or not (NO).






Process Activity Name: SLM-06.05 Evaluate Feasibility and Cost for Improvement Opportunities Previous Activities SLM-06.04 SLM Process Improvement?

Next Activities SLM-06.06 Consolidate Improvement Opportunities

Description The System Owner reviews the potential system architecture, software, and hardware improvements in the Service Level Management Board Evaluation(s) to assess feasibility of potential service performance improvement areas. The System Owner has cost estimates developed for feasible recommended improvement areas.

Input Service Level Management Board Evaluation(s)

Output Cost Estimates for Recommended Improvement Areas










Process Activity Name: SLM-06.06 Consolidate Improvement Opportunities Previous Activities SLM-06.05 Evaluate Feasibility and Cost for Improvement Opportunities

Next Activities SLM-06.07 Prioritize and Recommend Improvement Opportunities

Description The Business Relationship Manager (BRM) consolidates the feasible service performance improvements by portfolio. The BRM identifies members of the Service Level Management Board who can contribute to the development of a Service Performance Improvement Plan.

Input Cost Estimates for Recommended Improvement Areas

Service Level Management Board Evaluation(s)

Service Performance Improvement Plan Member Assignments

Output List of Service Level Management Board Evaluation(s) with Costs




Consulted Role National Service Desk (NSD) Process Integration Team; Project Manager






Process Activity Name: SLM-06.07 Prioritize and Recommend Improvement Opportunities Previous Activities SLM-06.06 Consolidate Improvement Opportunities

Next Activities SLM-06.08 Develop Performance Improvement Plans

Description The Business Line determines the priorities for service performance improvement areas and endorses any service performance improvements which the Business Line wants pursued.

Input List of Service Level Management Board Evaluation(s) with Costs

Output Recommended Improvement Areas (Prioritized)




Consulted Role National Service Desk (NSD) Process Integration Team; Project Manager; Business Relationship Manager






Process Activity Name: SLM-06.08 Develop Performance Improvement Plans Previous Activities SLM-06.07 Prioritize and Recommend Improvement Opportunities

Next Activities SLM-06.09 Verify Improvement Recommendations from Business Lines

Description The System Owner in collaboration with any assigned members of the Service Level Management Board (SLMB) develops the Service Performance Improvement Plan (SPIP). The SPIP shall include a re-baseline of the specific, measurable service level improvement targets or propose a solution that achieves the current baseline service level targets, and cost estimates.

Input Recommended Improvement Areas (Prioritized)

Service Performance Improvement Plan Member Assignments

Output Service Performance Improvement Plan










Process Activity Name: SLM-06.09 Verify Improvement Recommendations from Business Lines Previous Activities SLM-06.08 Develop Performance Improvement Plans

Next Activities SLM-06.10 Refine Budget for Improvement Plans

Description The Business Relationship Manager in collaboration with the Business Lines verifies that the endorsed improvement recommendations have been incorporated in the Service Performance Improvement Plans (SPIPs).

Input Recommended Improvement Areas (Prioritized)

Service Performance Improvement Plan(s)

Output Service Performance Improvement Plans (Updated)




Consulted Role Business Line






Process Activity Name: SLM-06.10 Refine Budget for Improvement Plans Previous Activities SLM-06.09 Verify Improvement Recommendations from Business Lines

Next Activities SLM-06.11 Perform ePMO Intake

Description The System Owner reviews the Service Performance Improvement Plan (SPIP) for their system and the funding recommendations prior to it being submitted to the Service Level Management Board for funding approval. The System Owner creates an Appendix with the proposed funding to implement the SPIP, if any.

Input Service Performance Improvement Plan

Output Service Performance Improvement Plan with Funding Appendix




Consulted Role IT Investment Manager






Process Activity Name: SLM-06.11 Perform ePMO Intake Previous Activities SLM-06.10 Refine Budget for Improvement Plans

Next Activities SLM-06.12 Planning, Programming, Budgeting and Execution Time Line

Description The Business Line works with the EPMO Intake Analysts to create a business case to capture value of business need in the Service Performance Improvement Plan.

Input Service Performance Improvement Plan(s)

Output IT Business Case (Submitted)









Process Activity Name: SLM-06.12 Planning, Programming, Budgeting and Execution Time Line Previous Activities SLM-06.11 Perform ePMO Intake


Next Activities If "Navigate to PPBE":

Planning, Programming, Budgeting and Execution Time Line Process

Or

If "Remain in SLM":

SLM-06.13 Funded?

Description The Planning, Programming, Budgeting and Execution processes allow for the funding of requirements in list of prioritized Service Performance Improvement Plans (SPIPs). Within OI&T the annual Budget Operating Plan (BOP) details the funded projects. After the BOP is approved, the IT Investment Manager reviews the BOP to determine which SPIPs have been funded. For funded SPIP projects, the Service Level Management (SLM) process ends and the projects follow the Veteran-focused Integration Process. Unfunded SPIP projects return to the SLM process and the Service Level Management Board (SLMB) determines the course of action taken.

Input Service Performance Improvement Plan(s) with Funding Appendix (Submitted)

Output Budget Operating Plan

Associated Artifacts Budget Operating Plan (BOP)

Responsible Role IT Investment Manager








Process Activity Name: SLM-06.13 Funded? Previous Activities SLM-06.12 Planning, Programming, Budgeting and Execution Time Line


Process Ends

Or

If "NO":

SLM-06.14 Manage List of Unfunded Improvement Plans

Description The IT Resource Manager notifies the Service Level Management Board if authorization was obtained to fund (YES) the Service Performance Improvement Plan or not (NO).

Responsible Role IT Resource Manager




Process Activity Name: SLM-06.14 Manage List of Unfunded Improvement Plans Previous Activities SLM-06.13 Funded?

Next Activities Process Ends

Description The Service Level Management Board (SLMB) monitors the list of unfunded Service Performance Improvement Plan (SPIP). The SLMB can re-baseline Service Level Target upon consultation with the Business Line and update the Service Level Agreement (SLA) to match the available funding.

Input Budget Operating Plan



Service Performance Improvement Plan(s) (Unfunded)









More Info When the Service Level Agreement is updated, also update the Compliance User Stories contained in the project/product instance of the Rational Requirements Management repository. END OF PROCESS.

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