Functions and Processes In Service Design P2

Service Level Management

Introduction

• The goal of the Service Level Management (SLM) process is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets.

• The objectives are:

• Defining, documenting, agreeing, monitoring, measuring, reporting and executing a review of the service level.

• Delivering and improving the relation and communication with the business and the clients.

• The objectivesare:

• Ensuring that specific and measurable targets are being developed.

• Monitoring and improving customer satisfaction with the quality of service being delivered.

• Ensuring that the IT and the customers have a clear and unambiguous expectation of the level of service to be delivered.

• Ensuring that proactive measures to improve levels of service delivered are implemented wherever it is cost-justifiable to do so.

• Scope
  
  
  • SLM represents the IT service provider client the business, and the business to the IT service provider.
  
  
  
  • SLM has to manage the expectations of both parties (both internal and external).
  
  
  
  • SLM assures the quality of service delivered meets the expectation.
  
  
  
  • SLM process should include the following items:
  
  
  
  • Development of business relationships.
  
  
  
  • Development and management of Operational Level Agreement (OLA).
  
  
  
  • Reviewing underpinning supplier contracts.
  
  
  
  • Proactive prevention of service failures, reduction of service risks and improvement in service quality.
  
  
  
  • Reporting and managing all services and review of SLA breaches and weaknesses.
  
  
  
  • Value for the business
    
    
    • SLM provides a consistent interface to the business for all service related issues.
    
    
    
    • It provides the business with the agreed service targets and the required management information to ensure that those targets have been met.
    
    
    
    • Where targets are breached, SLM should provide feedback on the cause of the breach and details of the actions being taken to prevent the breach recurring.
    
    
    
    • Value for the business
      
      
      • SLM process entails planning, coordinating, drafting, agreeing, monitoring and reporting on Service Level Agreements (SLAs).
      
      
      
      • Ongoing review of service achievements to ensure that the required and cost-justifiable service quality is maintained and gradually improved.
      
      
      
      • Value for the business
        
        
        • SLA is written agreement between the Service Provider and its customers defining service targets and responsibilities of both parties.
        
        
        
        • OLA is an agreement between an IT service provider and another part of same organization that assists with the provision of services.
        
        Activities, methods and techniques
        
        
        • The activities of SLM (Figure 10.1) are:
        
        
        
        • Design of SLA Frameworks
        
        
        
        • SLM has to design the most appropriate SLA structure, so that all services and all customers are covered in a manner best suited to organizational needs.
        
        
        
        • Service-based SLAs
        
        
        
        • An SLA covers one service for all customers of that service.
        
        
        
        • For example, an SLA can be established for e-mail services or for supplying certain telephone facilities.
        
        
        
        • This framework can cause difficulties if the specific requirements of one customer vary for the same service.
        
        
        
        • Customer-based SLAs
        
        
        
        • an agreement with a customer containing all services they use.
        
        
        
        • The customer often prefers this SLA because all of their requirements are captured in one single document.
        
        
        
        • The activities of SLM (Figure 10.1) are:
        
        
        
        • Design of SLA Frameworks
        
        
        
        • Multi-level SLAs
        
        
        
        • A combination having for example the following structure:
        
        
        
        • Corporate level, covering all generic SLM matters.
        
        
        
        • Customer level, covering all SLM issues which are relevant to a specific group of customers or business units.
        
        
        
        • Service level, covering all subjects that are relevant to a specific service relating to a specific customer.
        
        
        
        • The multi-level SLA keeps the SLAs to a manageable size and reduces the need for frequent updates.
        Source by : OGC