Information Systems | APRIL 15, 2009 Service Level Management April’s Share and Learn
April Service Level Management ITSM Share-and-Learn slides
May 24, 2015
April 2008 slides for our department's ITSM share-and-learn, where people come to talk about IT Service Management best practices and how they can be applied to our department.
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Information Systems | APRIL 15, 2009
Service Level Management
April’s Share and Learn
Today’s Agenda
Today’s agenda….
Overview of Service Level Management (15 minutes)
Report on the Current Status of Service Level Management at Wake Forest (15 minutes)
Group Discussion on Service Level Management and ideas for improvements (30 minutes)
ITIL v3 Lifecycle
Service Level Management
Goal:
SLM negotiates, agrees and documents appropriate
IT service targets with representatives of the
business, and then monitors and
produces reports on the
service provider’s ability
to deliver the agreed
level of services.
Service Level Management
Objectives• Define• Document• Agree• Monitor • Measure• Report• Review
• Improve Relationships
• Monitor and improve customer satisfaction with the quality of service.
• Clear expectations
SLA Frameworks
Three Frameworks:
1. Service-based SLA
2. Customer-based SLA
3. Multi-level SLAs
Corporate level
Customer level
Service level
Multi-level SLAs
Triggers, Inputs, and Outputs
Triggers• Service Portfolio changes• New or Changed Agreements
(SLRs, SLA, OLAs, contracts)• Service Review Meeting• Service Breach• Compliments/complaints• Changes in strategy or policy
Inputs• Business information• Business Impact Analysis• Business Requirements• Service Portfolio/Service
Catalog• Customer feedback• Info from other processes
Outputs• SLAs, OLAs• Service Reports• Reports on OLAs and UCs• Service Improvement Plan
Key Performance Indicators
Objective-• Number or percentage of targets being met.• Number and severity of service breaches.• Number of services with up-to-date SLAs.• Number of services with timely reports and active service
reviews.
Subjective-• Improvements in customer satisfaction.
CMMI Maturity Level
“It cannot be over-stressed how difficult this activity of determining the initial targets for inclusion with the SLR or SLA is”.
(Service Design, page 69)
http://jeremyfain.files.wordpress.com/2007/09/cmmi.jpg
Current Status of Service Level Management at Wake Forest
What We Are Doing
• Who, what, when, where, why, and how.
• SLA Template
• SLA Procedure
• IS Global Service Level Agreement
Group Discussion
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