April Service Level Management ITSM Share-and-Learn slides

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