Service Level Management Framework - sasCommunity · Copyright © 2000 SAS EMEA SAS Rapid Warehousing Methodology Development & Testing High Level, Strategic Specific Build, Focussed

Copyright © 2000 SAS EMEA

Service Level ManagementFramework

Andreas NorénProduct Manager

SAS Institute Sweden


! Service Level Management in a modern ITorganisation

! Implement the SLM process into andevelopment model (RWM)

! Service Level Management Decision SupportSystem Architecture

Agenda


Service Level Management FrameworkTarget Audience: project managers, DW-

architects, IT managers, business consultants..Aims: To provide an implementation framework

in which to:Appreciate the concept of Service Level ManagementDeploy a Service Level Management Decision Support System

The goals of this Service LevelManagement Framework


Service Level Management (SLM) is a processto define, negotiate and manage delivered IT servicesand service levels, for the customer and theIT supplier.

Definition of service: technology + (HW, SW,communication, people) + organisation of thoseresources producing and deliver the services.

The SLM process should be implemented into andevelopment model to be manageble

What is Service Level Management?


Service Level Agreements (SLA)

Happy CustomerHappy CustomerRightquality

Right price

Right time

Right service

SLA- manage

Specification

Services

- offers

Deliverance

Services

- contains

Customer Supplier

ResourcesResourcesMVSMVS ServiceService

Time/ projectsystem MVS Infoman/ Tivoli

Distributed

environment

Distributed

environment

Unix/ NT

AS/400AS/400

AS/ 400

Network

Services

Network

Services

Network

HelpdeskHelpdesk

PBX

IT SupportingFunctions


Key Transitions Toward ServiceManagement:Users --> CustomersInward Looking --> Outward LookingTechnology Focus --> Process FocusFragmented, Silos --> Integrated, end to

endReactive --> Proactive

Source: Executive Guide to Service Management, Northeast Consulting

Customer Service in IT


Based on two main documents:1. ITIL: IT Infrastructure Librarary Methodology

The role of ITIL in the SLMF:- Provides the basic foundational tools for defining

service levels- Provides a standardised terminology for the

description of Service Management processes.

Service Level ManagementFramework (SLMF)


2. The SAS Rapid Warehousing Methodology (RWM)

The role of RWM in the SLMF:

- Outlines a plan for implementing the SLM process

- Business focus

- Detailed project definition and requirements gathering

Workshops

- Use of Rapid Application Development (RAD) approaches

Service Level ManagementFramework (SLMF)


SAS Rapid Warehousing Methodology

Developm

ent & Testing

Hig

h Le

vel,

Stra

tegi

cSp

ecifi

c Bu

ild, F

ocus

sed

Production

Evol

ving

,In

tegr

ated

Assessment: Identify the organisation’sreadiness for undertakinga data warehouse project.

Requirements Initiate the project, gather thebusiness requirements, anddefine the system acceptancecriteria.

Design Analyse and design thewarehouse systemarchitecture. Confirm theacceptance test criteria.

Construction Develop, acceptance test,and hand over thewarehouse andexploitation application.

Deployment Roll out to the productionenvironment and ensureknowledge transfer anduser access throughoutthe organisation.

Review Review the projectdevelopment process,review deployment andimpacts on the business.

Assessment

Requirements

Design

Construction

Deployment

Review

On-goingAdministration& Maintenance


Issues:• Project Management• Resource management (Project Team and

support)• Phases• Quality management• Data management• Role of hardware and software

Implementation of a Service LevelManagement DSS


• Process Diagrams:

Enables the implementors to define & develop SLA

• Service Level Management Readiness Questionnaire:

Enables the implementor to assess the status of the

organisations readiness to embark on an SLM DSS project

• Service Level Management Requirements Questionnaire:

Enables implementor to assess the requirements for

an organisations SLM DSS

The basis of a Service Level-Management DSS

Suggested tools to use:


Tools – Process Diagrams

Service Level Agreement Negotiation

Define Business Service Helpdesk services

Workload EvaluationDefine workload profile

(IT resources, politenessAvailability, Cost, response)

Set Service LevelBusiness driver

• Define the Services

• Set up the Service levels

• Develop workload profiles • Negotiate these services and levels with customers

• Realising the organisational goals

• Drawing up the agreement(s)


Service Definition (s)


Service Level Agreement (SLA)

! Example SLA


Tools – The SLM Readiness Questionnaire

IT Service provider

Manages NW/OS Infrastructure

Customer, Problem & Request services

Internal customers:Account managers, Field service managers

External customers:Banks, Retail, Manufacturing…..


Tools - The SLM RequirementsQuestionnaires

SERVICES: Customer ServicesPROCESSES: Helpdesk processesAPPLICATIONS: Various Banking Applications,Warehouse systems, ……….

Customer 2 categories: helpdesk services, Availability,Services Telephone

answering, Politeness

Security services …………...


SLM DSS Objectives

Measure the performance of the SLA against ‘actual’ eventsWe need a Service Level Agreement plus‘real event’ data to measure performance

Reporting interface Customer IT supplier

A Reporting interface is required to suit both IT Supplier and the customer

Measure PerformanceService level agreement

(product supported)Technical resources(product supported)……….


• Role of SAS Software• Product specific roles (IT Service Vision,

Enterprise Reporter, IT Charge Manager• Data Modeling based on RWM• Architecture considerations:

Data managementData warehouse environmentData flowReporting

Service Level Managment DSS


Service Level Management DSS

Operationaldata

Server

Inventory

Networks

Applications

IT administration

PerformanceThroughput

Business

ExceptionsCapacityHelpdesk

Dat

a m

odel

s

Comparisontables

Metadata

Reporting

CapacityPerformanceExceptions

Service levelinformation mart

(SLIM)Service level

management datamodels

Service levelmanagement

logic


tables

Metadata

Transposition

Service levelagreement logic


reporting

Servicelevel

agreementexceptions

Executiveinformation

Servicelevel

agreementprediction

Customerreporting

ITSV Integration againstdatasources

IT Service Visiondata warehouse

IT Service Visionreporting

SLM subject based IT Service Visiondata warehouse (MDDB based….)

SAS/IntrNet based reporting

Measurement Data for SLA


Questions?

Service Level Management Framework - sasCommunity · Copyright © 2000 SAS EMEA SAS Rapid Warehousing Methodology Development & Testing High Level, Strategic Specific Build, Focussed

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