Support Service Level Management: INTRODUCTION What is Service Level Management (SLM)? • process of defining, agreeing upon, documenting and managing levels of service that are required and cost- justified. • aims to maintain and improve customer satisfaction and to improve the service delivered to the customer.
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What is Service Level Agreement (SLA)? • is an agreement between the IT organization and the customer, which details the services to be provided (nature, type, time and other relevant information for the services being offered)
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Service Level Management Lifecycle
1. Identify IT services 2. Catalogue IT enabled services 3. Define and prepare service agreement 4. Monitor and report service levels 5. Review service agreements and contracts
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Service Level Management Lifecycle 1. Identify IT services (Establish Phase) • Analyze business requirements and the way in which IT-enabled services and service levels support business processes. • Discuss and agree on potential services and service levels with the business, and compare them with the current service portfolio to identify new or changed services or service level options. Module 5 IT Operations, Maintenance and Support 6 Service Level Management Lifecycle 2. Catalogue IT-enabled services (Establish Phase) • It involves defining and maintaining one or more service catalogues for relevant target groups. Publish and maintain live IT-enabled services in the service catalogues.
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Service Level Management Lifecycle
3. Define and prepare service agreement
(Implement Phase) • Define and prepare service agreements based on the options in the service catalogues. Include internal operational agreements.
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Service Level Management Lifecycle
4. Monitor and report service levels (Manage Phase)
• Monitor service levels, report on achievements and identify trends. Provide the appropriate management information to aid performance management.
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Service Level Management Lifecycle 5. Review service agreements and contracts (Review Phase) • Conduct periodic reviews of the service agreements and revise when needed. • Defined service levels must be regularly monitored by an appropriate level of management to ensure that the objectives of IT operations are achieved. • Review the impact on the customers and other stakeholders of the organization. Module 5 IT Operations, Maintenance and Support 10