The Service Level Agreement SLA Guide:
SLA Book Templates for Service Level Management and Service Level Agreement Forms - Fast and Easy Way to Write your SLA

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Service Level Management Workbook

TABLE OF CONTENTS
TABLE OF CONTENTS..........................................................................................................3 INTRODUCTION ROADMAP .................................................................................................5 SERVICE DESIGN .................................................................................................................9 CONTINUAL SERVICE IMPROVEMENT ........................................................................... 43 SUPPORTING DOCUMENTS............................................................................................. 55 Objectives and Goals ................................................................................................... 57 Policies Objectives and Goals ..................................................................................... 63 SLM Scope ...................................................................................................................... 67 Business Justification Document .................................................................................. 75 Organizing for Service Design – Roles & Responsibilities .......................................... 81 SLM Process Manager ................................................................................................... 87 Customer Based SLA ..................................................................................................... 91 Service Based SLA.......................................................................................................... 99 Multi Level SLA’s ........................................................................................................... 108 Business and IT Service Mapping ............................................................................... 116 Operational Level Agreement................................................................................... 130 Service Level Requirements........................................................................................ 136 Service Options ............................................................................................................ 144 Underpinning Contracts.............................................................................................. 150 Functional Specification ............................................................................................. 156 Technical Specification............................................................................................... 164 Price List ......................................................................................................................... 172 Communication Plan .................................................................................................. 176 Business and IT Flyers.................................................................................................... 184 Reports KPI’s Other Metrics......................................................................................... 188 SLM IMPLEMENTATION & PROJECT PLAN .................................................................. 194 FURTHER INFORMATION ............................................................................................... 204

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Provides presentations. but simple assessments. Saves you time. The workbook serves to act as a starting point. Page 5 . This document describes the contents of the Service Level Management Workbook. It is designed to be a valuable source of information and activities. Is scalable. The additional information and bonus resources will enable you to improve your organizations methodology knowledge base. The supporting documents and assessments will help you identify the areas within your organization that require the most activity in terms of change and improvement. The information found within the Workbook is based on the ITIL Version 3 framework. The Service Level Management Workbook: Flows logically. Presentations can be used to educate or be used as the basis for management presentations or when making business cases for Service Level Management implementation.Service Level Management Workbook INTRODUCTION ROADMAP Many organizations are looking to implement a Service Level Management as a way to improve the structure and quality of the business. It will give you a clear path to travel. specifically the Service Design and Continual Service Improvement phases which incorporate the updated ITIL version 3 Service Level Management process. The Workbook is designed to answer a lot of the questions that Service Level Management process raises and provides you with useful guides. templates and essential. templates and documents.

ITIL V3 SLM Presentation .Service Level Management Workbook Step 1 Start by reviewing the PowerPoint presentations in the following order: Presentations 1 and 2 provide a detailed and comprehensive overview of Service Level Management in the specialist areas of ITIL Version3 1.CSI These presentations will give you a good knowledge and understanding of all the terms. as references to further documents and resources are highlighted here. as well as the slides. 2. ITIL V3 SLM Presentation . activities and concepts required within the Service Level Management process.Service Design. They can also be used as the basis for management presentations or when making a formal business case for Service Level Management implementation. Make sure you pay close attention to the notes pages. Page 6 .

Business and IT Service Mapping 11. Price List 18.Service Design 1. Customer Based SLA 8. Technical Specification 17. Objectives and Goals 2. Multi level SLA's 10. Below is an itemized list of the supporting documents and resources for easy reference. do this now. ITIL V3 SLM Presentation . Communication Plan 19. Service Based SLA 9. Service Level Requirements 13.Roles & Responsibilities ITIL V3 SLM Presentation . SLM Process Manager 22. SLM Scope 4.CSI Page 7 . Organizing for Service Design . SLM Process Manager 7. Functional Specification 16. Reports KPI's other metrics 21.Service Level Management Workbook Step 2 If you did not look at the supporting documents and resources when prompted during the PowerPoint presentations. Service Options 14. Operational Level Agreement 12. Business and IT Flyers 20. Underpinning Contracts 15. Policies Objectives and Scope 3. Business Justification document 5. Organizing for Service Design .Roles & Responsibilities 6. You can use these documents and resources within your own organization or as a template to help you in prepare your own bespoke documentation.

Page 8 . This will help you ascertain the Service Level Management maturity for your organization.Service Level Management Workbook Step 3 Alternatively. You will able to identify gaps and areas of attention and/or improvement. continue by working through the SLM Implementation & Project Plan with the focus on your organization. practical and user-friendly approach to Service Level Management. The supporting documents and bonus resources found within the workbook will help you fill these gaps by giving you a focused.

Service Level Management Workbook SERVICE DESIGN Page 9 .

Service Level Management is concerned with: • • • Design and plan process Determining Service Level Requirements (SLRs) Negotiating and Agreeing upon SLAs.Service Level Management Workbook Service Level Management (SLM) is a process that is found within two Service Lifecycle phases. Within Continual Service Improvement. Service Level Management is concerned with improving services and processes through constant: • • • • Monitoring (executed within Service Operation) Reporting Evaluating Improving The major focus of Service Level Management within Continual Service Improvement is identifying potential service improvements. Page 10 . OLAs and UCs. Within Service Design.

When targets are not aligned with business needs. If targets are appropriate and accurately reflect the requirements of the business. The SLA is effectively a level of assurance or warranty with regard to the level of service quality delivered by the service provider for each of the services delivered to the business. Page 11 .Service Level Management Workbook SLM is a vital process for every IT service provider organisation as it is responsible for agreeing and documenting service level targets and responsibilities within SLAs and SLRs for every activity within IT. The quality of the Service Portfolio and the Service Catalogue is pivotal to the success of the SLM. the service delivered will align with business requirements and meet the expectations of the customers and users in terms of service quality. the service provider activities and service levels will not be aligned with business expectations and therefore problems will develop.

s ability to deliver the agreed level of service. Page 12 .Service Level Management Workbook Service Level Management (SLM) negotiates. agrees and documents appropriate IT service targets with representatives of the business. and then monitors and produces reports on the service provider.

More information is available within this workbook. in the following documents: • • Objectives and Goals on page 57 Policies Objectives and Scope on page 63 Page 13 .Service Level Management Workbook Proactive measures are also taken to seek and implement improvements to the level of service delivered.

coordinating. and the ongoing review of service achievements to ensure that the required and cost-justifiable service quality is maintained and gradually improved.Service Level Management Workbook SLM is the name given to the processes of planning. Page 14 . drafting. agreeing. monitoring and reporting of SLA’s.

SLA should establish and maintain SLAs for all current live services and manage the level of service provided to meet the targets and quality measurements contained within the SLAs. and the documentation and management of SLAs for all operational services Negotiation and agreement of future requirements and targets. The SLM processes should include the: • • • Development of relationships with the business Negotiation and agreement of current requirements and targets. In order to do this effectively. SLM should also produce and agree SLRs for all planned new or changed services. customers and users in order to ensure that the quality of service delivered by the service provider is matched to those expectations and needs. and the documentation and management of SLRs for all proposed new or changed services • Development and management of appropriate Operational Level Agreements (OLAs) to ensure that targets are aligned with SLA targets Page 15 . This enables SLM to ensure that all services and components are designed and delivered to meet their targets in terms of business needs.Service Level Management Workbook SLM must manage the expectation and perception of the business.

Service Level Management Workbook Continued… • • • Review of all underpinning supplier contracts and agreements with Supplier Management to ensure that targets are aligned with SLA targets Reporting and management of all services and review of all SLA breaches and weaknesses Instigation and coordination of a Service Improvement Plan (SIP) for the management. in the following documents: • SLM Scope on page 67 Page 16 . planning and implementation of all service and process improvements More information is available within this workbook.

in the following documents: • Business Justification document on page 75 Page 17 .Service Level Management Workbook SLM is not only concerned with ensuring that current services and SLA’s are managed. SLA’s provide the basis for managing the relationship between the service provider and the customer. but is also involved in ensuring that new requirements are captured and that new or changed services and SLA’s are developed to match the business needs and expectations. and SLM provides that central point of focus for a group of customers. More information is available within this workbook. business untis or lines of business.

default levels and options: Service Catalogue • Contract with an external supplier that supports the IT organization in their delivery of services: Underpinning Contract (UCs) • Internal agreement which supports the IT organization in their delivery of services: Operational Level Agreement (OLAs) • Detailed recording of the Customer’s needs: Service Level Requirements Page 18 . that documents agreed Service Levels for a Service: Service Level Agreements (SLAs) • Written statement of IT services.Service Level Management Workbook • Written agreement between a service provider and Customers).

within this workbook.Roles & Responsibilities on page 81 SLM Process Manager on page 87 Page 19 . in the following documents: • • Organizing for Service Design .Service Level Management Workbook More information is available.

However. service-based SLAs may be the most efficient approach. as a single document will cover all their needs. separate targets may be needed within the one agreement. within this workbook. As such. Customer Based SLA The SLA is an agreement with an individual customer group. More information is available.Service Level Management Workbook Service Based SLA The SLA covers one service. where common levels of service are provided across all areas of the business. in the following documents: • • Customer Based SLA on page 91 Service Based SLA on page 99 Page 20 . Customers often prefer such an agreement. or if characteristics of the infrastructure mean that different service levels are inevitable. covering all the services they use. Difficulties may arise if the specific requirements of different customers vary for the same service. for all customers of that service.

Customer Level: covers all SLM issues relevant to a particular customer group of business unit. E.Service Level Management Workbook Multi – level SLA’s Some organizations have chosen to adopt a multi level SLA structure. Corporate Level: covers all generic SLM issues to every customer throughout the organization. in relation to a specific customer group More information is available. within this workbook. in the following documents: • Multi level SLA's on page 107 Page 21 .g A 3 level structure such as. regardless of the service being used Service Level: covers all SLM issues relevant to the specific service.

such as Incident Management on incident targets. If can be difficult to draw out specific requirements.Service Level Management Workbook The activity of determining the initial targets for inclusion with an SLR or SLA can be very difficult. security. it is also important to establish procedures for agreeing SLRs for new services being developed or procured. availability and IT service continuity. Page 22 . particularly in terms of capacity. Several iterations of negotiations may be required before an affordable balance is struck between what is sought and what is achievable and affordable. All other processes need to be consulted for their opinion on realistic targets. Capacity and Availability Management processes will be of particular value in determining appropriate service availability and performance targets. While many organizations have to give initial priority to introducing SLAs for existing services. as the business may need help in understanding and defining their needs.

It is essential to ensure that any incident / problem handling targets included in SLAs are the same as those included in Service Desk tools and used for escalation and monitoring purposes. to include the necessary fields so that relevant data can be captured. It can also be used to monitor incident response times and resolution times. when linked to a comprehensive CMS. can be used to monitor the customer’s perception of availability.Service Level Management Workbook The Service Desk. Some amendments may be needed to support tools. Transaction response times can be a difficult area to monitor and can be dealt with in the following ways: • • • • Include a statement in the SLA stating that any response time delays experienced for more than x minutes should be reported to the Service Desk Agree and include in the SLA an acceptable target for the number of such incidents that can be tolerated in the reporting period Create an incident category of ‘poor response’ to ensure that such incidents are logged accurately Produce regular reports of target time breaches and instigate investigations via Problem Management to find a solution Page 23 .

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and in themselves do not materially alter the quality of service being provided. new or changed services etc. releases.Service Level Management Workbook SLAs are just documents. However. which can then have an immediate beneficial effect and make longer-term improvements possible.) User group or forum meetings Analysis of complaints and compliments Page 25 . It is recommended that attempts be made to monitor customer perception on soft issues such as opinions or feelings toward the service. service visits etc. it must be noted that SLAs do affect the behaviour and help engender an appropriate service culture. or using regular customer liaison representatives) Satisfaction survey handouts (left with customers following installations. Methods of doing this include: • • • Periodic questionnaires and customer surveys Customer feedback from service review meetings Feedback from Post Implementation Reviews (PIRs) conducted as part of the Change Management process on major changes. • • • • Telephone perception surveys (perhaps at random on the Service Desk.

All customer satisfaction measurements should be reviewed. they should be analysed with action taken to rectify the variation. Page 26 .Service Level Management Workbook Continued… Where possible. Ensure that if users provide feedback they receive some return. targets should be set for these and monitored as part of the SLA. and demonstrate to them that their comments have been incorporated in an action plan. and where variations are identified. perhaps an SIP.

Before committing to new or revised SLAs. This highlights potential problem areas. upgraded. Page 27 . and reports on achievements provided as feedback to the appropriate managers of each support team.Service Level Management Workbook OLAs need not be very complicated. where necessary. but should set out specific back-to-back targets for support groups that underpi8n the targets included in the SLAs. it is therefore important that existing contractual arrangements are investigated and. which may need to be addressed internally or by a further review of the SLA or OLA. OLAs should be monitored against OLA and SLA targets.

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The extent. Page 29 .Service Level Management Workbook SLM should identify the specific reporting needs and automate production of all reports wherever possible. Other interim reports may be required by IT management for OLA or internal performance reviews and/or supplier or contract management. together with details of any trends or specific actions being undertaken to improve service quality. This should be weekly. Operational reports must be produced on a regular basis. or possibly more frequently and must produce exception reports whenever an SLA has been broken or threatened. accuracy and ease with which automated reports can be produced should form part of the selection criteria for integrated support tools. so that any queries or disagreements can be resolved ahead of any review meetings. Periodic reports must be produced and circulated to customers and appropriate IT managers a few days in advance of service level reviews. These reports should incorporate details of performance against all SLA targets.

Service Level Management Workbook Continued… It is essential that accurate information from all areas and all processes are analysed and collated into a concise and comprehensive report on service performance. as measured against agreed business targets. so that the impact of improvement actions can be measured and predicted. Page 30 . but should also provide historic information on past performance and trends. Service reports should not only include details of current performance.

such as the number of SIP actions that were completed and the number of actions that delivered their expected benefit. Page 31 . Reports should also be produced on the progress and success of the SIP.Service Level Management Workbook Particular attention should be focused on each breach of service level to determine exactly what caused the loss of service and what can be done to prevent any recurrence.

Page 32 .Service Level Management Workbook Reviews should ensure that the services covered have: • • • • Relevant targets No significant changes Change Management control any agreed changes Include overall strategy documents.

Promote service awareness and understanding Page 33 . customer and user strategies. their use and their importance. Assist with maintaining accurate information within the service portfolio and service catalogue. customers and key business managers and service users. • • • • • Develop a full understanding of business.Service Level Management Workbook The Business Service Catalogue provides information on all the key business and IT contacts relating to the services. Be flexible and responsive to the needs of the business. Regularly sample the customer experience – providing feedback on customer issues to IT Ensure the correct relationship processes are in place to achieve objectives Proactively market and exploit the Service Portfolio and Service Catalogue. SLM should perform the following activities: • • • Confirm stakeholders. In order to ensure that this is done in a consistent manner. customers and users and understand current and planned new business processes and their requirements for new or changed services. documenting and communicating these requirements to all other processes as well as facilitating and innovating change wherever there is business benefit.

Page 34 . achievable and realistic SLR’s and Sla’s between the business and IT.Service Level Management Workbook Continued… • • • Raise the awareness and understanding Facilitate the development and negotiation of appropriate. customers and users understand their responsibilities/commitments to IT. Ensure the business.

Reports should also be produced on the numbers and types of complaints. there should be an escalation procedure for all complaints that are not actioned and resolved within the agreed timescale. Page 35 . All complaints and compliments should be recorded and communicated to the relevant parties. If not. together with the agreed procedures for their correct management and analysis. trends identified and actions taken to reduce the numbers received. Similar reports should be produced for compliments.Service Level Management Workbook Definitions of what constitutes a complaint and compliment should be agreed with the customers. All complaints should also be actioned and resolved to the satisfaction of the originator.

Service Level Management Workbook Page 36 .

Service Level Management Workbook More information is available within this workbook. in the following documents: • Business and IT Service Mapping on page 115 Page 37 .

Service Level Management Workbook More information is available within this workbook. in the following documents: • • • • • • • • • Operational Level Agreement on page 129 Service Level Requirements on page 135 Service Options on page 143 Underpinning Contracts on page 149 Functional Specification on page 155 Technical Specification on page 163 Price List on page 171 Communication Plan on page 175 Business and IT Flyers on page 183 Page 38 .

Service Level Management Workbook Objective: • • • • Number or percentage of service targets being met Number and severity of service breaches Number of services with up-to-date SLA’s Number of services with timely reports and active service reviews Subjective: Improvement in customer satisfaction Page 39 .

Service Level Management Workbook

More information is available within this workbook, in the following documents: • Reports KPI's other metrics on page 187

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Service Level Management Workbook

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Service Level Management Workbook

More information is available within this workbook, in the following documents: • • SLM Process Manager on page 87 Organizing for Service Design - Roles & Responsibilities on page 81

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Service Level Management Workbook

CONTINUAL SERVICE IMPROVEMENT

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Service Level Management is concerned with improving services and processes through constant: • • • • Monitoring (executed within Service Operation) Reporting Evaluating Improving The major focus of Service Level Management within Continual Service Improvement is identifying potential service improvements. Within Service Design. OLAs and UCs. Service Level Management is concerned with: • • • Design and plan process Determining Service Level Requirements (SLRs) Negotiating and Agreeing upon SLAs. Within Continual Service Improvement.Service Level Management Workbook Service Level Management (SLM) is a process that is found within two Service Lifecycle phases. Page 44 .

Even though SLM is critical for many organizations it is often one of the least mature processes. the functional groups within IT and the vendor community who provide services to IT. Service Level Management can be described using two words: building relationships! Building relationships with customers. Page 45 .Service Level Management Workbook This provides input into CSI activities and helps prioritize improvement projects.

Service Level Management Workbook Even without any formal SLA’s or OLA’s. an organization can still strive to improve the services they provide to customers. Page 46 .

Also if you have provided poor service in the past then your customers will actually expect poor service. In the mind of end users this creates an agreement that all they have to do is call the Service Desk to find a solution to their issues.Service Level Management Workbook Explicit SLA: one of the goals of SLM. Implicit SLA’s are difficult to manage. quality of service and cost of the service. Psychological SLA: often associated with the Service Desk where we publish information to the end users often b y putting a sticker on their monitor that states ‘if you need help call ######’. is to get a formal document that clearly defines the services provided. In realty there are some Service Desks and Help Desks that provide less than ideal help! Page 47 . then this becomes the new minimal level expected. If you provide good service the customers expect good service. levels of service. If you improve on your service. Everyone understands their responsibilities Implicit SLA: based on how you have provided your service in the past.

Service Level Management Workbook SLM is essential in any organization so that levels of IT service needed to support the business can be determined. and monitoring can be initiated to identify whether the required service levels are being achieved – and if not. why not! Service Level Management is a cornerstone of CSI. Why embark on any service improvement initiative if the customers and the business are satisfied with the levels of service received? Because business requirements change! Page 48 .

These targets can then be used to identify potential service improvements.Service Level Management Workbook The Service Level Management process is created in the Service Design phase of the Service Lifecycle. It is important that CSI is involved in the design of SLM to ensure that measurable targets are created. Page 49 .

instigate a SIP to identify and implement whatever actions are necessary to overcome the difficulties and restore service quality. in conjunction with CSI. Page 50 .Service Level Management Workbook Where an underlying difficulty has been identified which is adversely impacting upon service quality. using Problem Management and Availability Management. Service Level Management must.

a number of separate initiatives that form part of the SIP may be running in parallel to address difficulties with a number of services.Service Level Management Workbook At any time. Page 51 .

the issue of service improvement should be discussed at the outset and covered in the contract. Page 52 .Service Level Management Workbook If an organization is outsourcing its service provision to a third party. Otherwise there is no incentive for the supplier to improve service targets if they are already meeting contractual obligations and additional expenditure is needed to make the improvements.

Access the current situation to obtain an accurate and unbiased snapshot of where the organization right now. The model illustrates a constant cycle for improvement. process and technology. • Finally. • Based on a deeper development of the principles defined in the vision. process compliance is high. and business objectives and priorities were met by the level of service. the processes should ensure that the momentum for quality improvement is maintained by assuring that changes become embedded in the organization. • • Detail the CSI plan to achieve higher quality service provision by implementing ITSM processes. Verify that measurements and metrics are in place to ensure that milestones were achieved. organization. people. This baseline assessment is an analysis of the current position in terms of the business.Service Level Management Workbook This model emphasizes the fact that there are many opportunities for CSI. Additional info for Items to consider list: • • Embrace the vision by understanding the high level business objectives. The full vision can be years away but this step provides specific goals and a manageable timeframe. Page 53 .

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Service Level Management Workbook SUPPORTING DOCUMENTS Through the documents. Watch also for highlighted text which provides further guidance and instructions. look for text surrounded by << and >> these are indicators for you to create some specific text. Page 55 .

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Service Level Management Workbook Objectives and Goals IT Services Detailed Objectives/Goals Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 57 .

Page 58 . education and training for staff involved with the process and communication to non-involved. Monitor customer and end-user satisfaction levels.Service Level Management Workbook Detailed Objectives/Goals for Service Level Management The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Notes Met/Exceeded/Shortfall ☺ Dates/names/role titles Appoint/Recruit the SLM team and provide ongoing awareness. Arranging the logistics of bringing the involved parties together (at intervals that are not considered to be a “nuisance” but will allow the process objective to be upheld. but affected personnel. The detailed objectives for Service Level Management should include the following salient points: Objective After they have been agreed upon a specific objective for the process is to continue reporting metrics. the reader will certainly be reminded of the key topics that have to be considered. Setting schedules for reviews of Service Level Agreements and associated supporting documentation. However. Design. This is an activity that is often forgotten over time or simply not done from the out-set. Monitor the marketplace for appropriate process tools and make recommendations. manage and implement an awareness/communication plan appropriate for this process.

instead of “NT Server. The SIP must be drawn together with input from other processes (in particular Problem Management) so that the action steps in the SIP do in fact contribute to improvements and eradication of poor performance. Areas to address Comments/Examples Time Frame/Notes/Who SIP Reference number Unique identifying number for the SLA (for inclusion in the Configuration Management Data Base – CMDB) Owner Functional role description of who is responsible for this SIP (who would participate in a review of this document). Service Name Preferably use a name that is common language in the organization (not a technical name). Service Improvement Plan (SIP) Where an underlying difficulty has been identified that has lead to a degradation in service quality it is necessary for the Service Level Management process to start a Service Improvement Plan (SIP). we refer to this as a Service Improvement Plan (SIP). with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information from”) Service Description (Business) (refer to Technical Considerations later in this table) Page 59 . Briefly describe the primary function of the service.Service Level Management Workbook Use these objectives to generate discussion about others that may be more appropriate to list than those provided. Representatives from customer and IT. Failure to meet objectives (or when service breaches are detected) should trigger a process for improvement. Under the Service Level Management process. (eg. Use language that is business user friendly.

Service Security Considerations Briefly list any considerations regarding security considerations for this SIP. SIP Validity period Is there a life-span for this SIP. From Problem Management we can gain a better understanding of the background to the SIP.Service Level Management Workbook Service Breach(s) details (refer to Problem & Availability Management issues). Problem Management details The SIP will generally be based on broken SLAs. The SIP must directly address the issue of availability by reviewing the past. Use this section to briefly detail in generic terms why this SIP is required. It is likely that there have been continuing Problems that have led to the service degradation. current and future availability metrics for this service. Availability Management details After the SIP is instigated the end users and customers should expect a higher level of service availability than they have in the past. is the life of the SIP time based or driven by activities only? Page 60 . The SIP will be driven as a result of the need to improve degraded performance.

responsible person and timeframe. It is more likely however. communications. reviews. This section of the SIP can be run as a Project if large enough. Version Control Information SIP Creation Date SIP Last Modify Date Technical considerations In this section you can describe any technical considerations that are essential to document. testing. or as a simple list of action items. that you will include here a link to the Service Catalogue or Technical Specification. negotiations.Service Level Management Workbook SPECIFIC SIP ACTIONS This part of the SIP will outline actual steps to be taken to improve availability and eradicate poor performance. (Note: don’t forget to track changes and ensure the Configuration Management database is updated). Action items will centre on discussions. documentation (new and updates to existing). Notes & Comments Page 61 . training/education and reworking current procedures and work practices.

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Objectives and Scope Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Page 63 .Service Level Management Workbook Policies Objectives and Goals IT Services Policies.

The reason has to be based in business benefits. or advantageous Use this text box to answer the “SENSE OF URGENCY” question regarding this process. Is it because of legal requirements or competitive advantage? Perhaps the business has suffered major problems or user satisfaction ratings are at the point where outsourcing is being considered.Project Plan for planning and implementation guidelines (that includes the Policy. Prepared by: On: And accepted by: On: <<date>> Objectives Statement <<date>> Page 64 . not be clearly focussed on answering the WHY question for this process. Objectives and Scope for Service Level Management The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Policies. Objectives and Scope statements) on page 193. Why is effort being put into this process? Not simply because someone thinks it’s a good idea. the reader will certainly be reminded of the key topics that have to be considered. or procedure considered expedient. may be too lengthy to read. You must be able to concisely document the reason behind starting or improving this process. prudent.Service Level Management Workbook Refer to Implementation Plan . The above Policy Statement was. Policy Statement A course of action. guiding principle. lose the intended audience with detail. However. A policy statement any bigger than this text box. That won’t do.

based on instinct? A generic sample statement on the “objective” for Service Level Management is: The Service Level Management process aims to improve. agreeing and monitoring. while maintaining. Note the keywords in the statement. The process must review Service Achievements against customer expectations and take steps to improve or modify Service Delivery accordingly. KPIs and Other Metrics for metrics on page 187.Service Level Management Workbook Something worked toward or striven for. These are definite areas that we can set metrics for and therefore measure progress. For the statement on Service Level Management they are “report. Actions to achieve this include the requirement to conduct repetitive actions that include reporting. Refer to Objectives and Goals for detailed statements of process objectives/goals on page 57. What will be the end result of this process and how will we know when we have reached the end result? Will we know because we will establish a few key metrics or measurements or will it be a more subjective decision. Prepared by: On: And accepted by: On: <<date>> <<date>> Refer to Reports. The above Objective Statement was. agree and monitor”. a goal Use this text box to answer the “WHERE ARE WE GOING” question regarding this process. Page 65 . IT Service delivery quality.

<<date>> <<date>> The above Scope Statement was. may be too lengthy to read. lose the intended audience with detail. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 66 . What are the boundaries for this process? What does the information flow look like into this process and from this process to other processes and functional areas? A generic sample statement on the “scope” for Service Level Management is: Through the use of agreements written in the form of documents the SLM process will manage relationships between providers of IT services that are both external to the organization and internal to the organization. These external agreements shall be referred to as Underpinning contracts and the internal agreements will be called Operational Level Agreements. An scope statement any bigger than this text box. Prepared by: On: And accepted by: On: Scope Statement The area covered by a given activity or subject Use this text box to answer the “WHAT” question regarding this process. not be clearly focussed on answering the WHAT question for this process.Service Level Management Workbook The above Policy Statement was.

Service Level Management Workbook SLM Scope IT Services Scope Document Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 67 .

IT Services Manager <<first name. last name>>. last name>>. National IT Help Desk Manager Amendment History Issue Date Amendments Completed By Distribution List When this procedure is updated the following copyholders must be advised through email that an updated copy is available on the intranet site: <<Organization Name>> Business Unit IT Stakeholders Page 68 . IT Service Delivery Manager <<first name. last name>>.Service Level Management Workbook Document Control Author Prepared by <<name and / or department>> Document Source This document is located on the LAN under the path: I:/IT Services/Service Delivery/Service Level Management/Scope Document Approval This document has been approved for use by the following: • • • <<first name.

Guidelines and Scope Document Process Template Service Catalogue Page 69 . Scope This document describes the following: • • Scope of Service Level Management <<any additional items that you want>> Audience This document is relevant to all staff in <<Organization name>> Ownership IT Services has ownership of this document. Related Documentation Include in this section any related Service Level Management reference numbers and other associated documentation: • • • • Implementation Plan / Project Plan Policies.Service Level Management Workbook Introduction Purpose The purpose of this document is to provide the IT Organization with the specifications of the IT Services that will be included within the scope of the Service Level Management Process.

Service Level Management Workbook

Executive Overview Describe the purpose, scope and organization of the document.

Service Level Management Overview The document’s intent is to provide a scope for the Service Level Management Process.

The definition of an SLA is:

<< Insert your organizations definition here >>

The definition of an OLA is:

<< Insert your organizations definition here >>

The definition of a UC is:

<< Insert your organizations definition here >> Process Scope The process scope details the scope of the activities that need to occur within the Service Level Management Process.

Definition This activity helps define the services that you already deliver and can deliver. The output from this activity is the Service Catalogue.

In this section determine the scope of the Service Catalogue.

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Specify This activity is about gathering the Service Level Requirements. This will be done by a series of interviews with department managers and senior executives.

In this section determine the scope of the Requirements gathering.

Department

Services

Business Owner

IT Owner

<<

Department: Services: Business Owner: IT Owner:

The department to be interviewed The services being provided to that department The department manager or other The IT personnel who will be responsible for providing the service

>>

Negotiate and Agree In this activity we create the necessary SLAs, OLAs and UCs necessary to support the agreed services.

In conjunction with the above table, we can now set the scope for the SLA. In this manner we need to determine what will be included in the SLA.

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For example:
Customer IT Service Service Level Agreements Availability Capacity Disaster Recovery

Marketing Sales and Support

Email Logistics

Monitor In this section we need to set the scope for which aspects of the services we are going to monitor, and what tools we are going to use to monitor the services with.

This will be done in conjunction with the above table.

Reports Reports are an integral way of spreading information about IT Services back to the business as well as to IT Departments for process improvement. As such the reports should be written in Business English as well as Technical English. In this section, provide a list of reports necessary for each customer based on each service. The below table provides an example.
Reports Customer Service Business Reports Productivity Marketing Marketing Sales Sales Transport Email Internet Logistics Accounts Logistics No. of Incidents % of Availability Bandwidth IT Reports CPU Seconds Transaction Rates

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Appendices Include any applicable appendixes that are needed.

Terminology Make sure that all terminology is captured and documented correctly.

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Service Level Management Workbook Business Justification Document IT Services Business Justification Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 75 .

This may sound like a bold statement but it is true. Prepared by: On: And accepted by: On: <<date>> <<date>> Service Level Management Business Justification A strong enough business case will ensure progress and funds are made available for any IT initiative. This document provides a basis for completion within your own organization. However. the problem is not with them. rather than talking in a language that a business person understands. As IT professionals we have (for too long) assumed that we miss out on funds while other functional areas (e. Human resources and other shared services) seem to get all that they want. We try to impress with technical descriptions.g. it’s with US. However. This document serves as a reference for HOW TO APPROACH THE TASK OF SEEKING FUNDS for the implementation of the Service Level Management process. This document was.Service Level Management Workbook Business Justification Document for Service Level Management The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. We are typically poor salespeople when it comes to putting our case forward. Page 76 . the reader will certainly be reminded of the key topics that have to be considered.

Changes to the environment are scheduled We are making the changes on Sunday for a period of time when we expect there afternoon. There will be less people working to be minimal business impact. Doesn’t that sound familiar? To help reinforce this point even further. Wouldn’t you say “too much information. (Note in ITIL terms the Customer is the person who “pays” for the IT Service) Page 77 .Service Level Management Workbook For example: We say We have to increase IT security controls. So let’s know look at some benefits of Service Level Management. then. The e-mail you send to the other national managers will take 4 to 6 hours to be delivered. who cares – does it make things cold?” Well IT managers need to stop trying to tell business managers about the tubing structure and just tell them what they are interested in. as they have to apply to any organization. Remember that the comments here are generic. with the implementation of a new firewall. consider the situation of buying a new fridge. which flow in an anti-clockwise direction in the Southern hemisphere”. Notes/Comments/Relevance The most important aspect of Service Level Management is the monitoring and delivery of services that lead to increasing satisfaction levels of customers. What if the technically savvy sales person wants to explain “the intricacies of the tubing structure used to super cool the high pressure gases. We should say Two weeks ago our biggest competitor lost information that is now rumored to be available on the internet. It used to be 2 to 3 minutes. but we are now using our computers for many more tasks. The network bandwidth is our biggest bottleneck and we have to go to a switched local environment.

Ideally. Service Level Management also ensures that we have clearly defined roles and responsibilities. monitoring and reporting. For example if a meeting is held to discuss the Service Level Agreement for the provision of E-mail services then there is common ground for discussion. escalations. identified in advance so that remedial action can be taken (e.g. Service Level Management forces us into the creation of targets and metrics against which we can measure performance. Service Improvement Plan – SIP) Page 78 . Through the process of Service Level Management we can develop a common language of understanding between IT and Customers.Service Level Management Workbook With Service Level Management we focus on meeting the Service Level Requirements specified to us by customers. If it can’t be measured it can’t be managed. Even if one person performs many different roles within the process we can clearly articulate what these are. The SLR gives us a blueprint to check our own Service Delivery against. IT Services delivered that have no corresponding SLR may in fact be surplus to business requirements. This is a clear benefit in that we can easily identify those involved with negotiations. The process of establishing and monitoring performance levels means that when IT and business people discuss IT related issues they are in fact talking about the same thing (and not – as often happens – talking at odds with each other. (importantly. the process also allows us to document customer responsibilities as well as IT) The monitoring aspect of SLM is the perfect way to discover weak or potentially weak areas of Service Delivery.

Service Level Management Workbook SLM underpins supplier management (and vice versa) . but often overlooked part of this process is the identification of weaknesses in the use of IT Services from the organization end-user population.in other cases service monitoring allows the performance of suppliers (internal and external) to be evaluated and managed When we create Service Level Agreements – the most widely known single activity of Service Level Management . value is a discussion regarding potential business impact).in cases where services are outsourced the SLAs are a key part of managing the relationship with the thirdparty . An important. The SLA then becomes the basis of charging for IT Services (Note that IT Service Managers must be able to clearly articulate the difference between cost and value – cost is discussed in absolute monetary terms.we generally include a section on Pricing. Monitoring the nature of calls for support and general communication can help us to identify such weaknesses and therefore suggest education programs that will address the lack of knowledge and skill. Having a continuous improvement philosophy regarding IT Service delivery ensures that the IT Department is (a) looking to reduce service disruptions and (b) decrease the overall cost of service delivery (without compromising the quality). Page 79 .

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When designing a service or a process. Signs off – person who approves the V decision and authorizes the product hand-off. RACI is an acronym for the main roles of: Responsible – person or people responsible for getting the job done. within the organization of various activities. for example. where the S represents Supportive. A trademark of high performing organizations is the ability to make the right decisions quickly and execute them effectively. Informed – people who are kept up-to-date on progress. who decides and who takes action will enable the company to move forward rapidly. Accountable – only one person can be accountable for each task. it is essential that the relevant roles and responsibilities are defined. A third variation of the RACI model is RASCI. or plays a supportive role in implementation. it is imperative that all the roles are clearly defined. Whether the decision involves a strategic choice or a critical operation. This role provides additional resources to conduct the work. Across the top. This could be beneficial for IT service implementation. The RACI chart shown below in Table 1 shows the structure and power of RACI modelling with the activities down the left-hand side including the actions that need to be taken and decisions that must be made. This could be the Accountable (or A) person.Service Level Management Workbook Organizing for Service Design – Roles & Responsibilities To enable the Service Design phase to be successful. Consulted – people who are consulted and whose opinions are sort. Page 81 . The RACI model is beneficial in enabling decisions to be made with pace and confidence. the chart lists the functional roles responsible for carrying out the initiative or playing a part in decision making. with two further roles as follows: Verifies – person or group that checks whether the acceptance criteria have been met. Occasionally an extended version of RACI is used called RACI-VS. being clear on who has input.

Table 1 Example RACI matrix Director service management Service Level Manager Problem Manager Security Manager Procurement Manager Activity 1 AR C I I C Activity 2 A R C C C Activity 3 I A R I C Activity 4 I A R I Activity 5 I I A C I Page 82 . the important thing is to not just leave the assignment of responsibilities to chance or leave it to the last minute to decide.Service Level Management Workbook Whether RACI or some other tool or model is used.g. Conflicts can be avoided and decisions can be made quickly if the roles are allocated in advance. where there are two R’s or no R’s Distribute the chart and incorporate feedback Ensure that the allocations are being followed. To build a RACI chart the following steps are required: • • • • • • Identify the activities/processes Identify/define the functional roles Conduct meetings and assign the RACI codes Identify any gaps or overlaps – e.

but only if roles are clear. Responsibility may be shared. Many C’s: is there a requirement to consult with so many roles? What are the benefits and can the extra time be justified? • No C’s and I’s: are the communication channels open to enable people and departments to talk to each other and keep each other up-to-date . does the type or degree of participation for this role’s qualifications? Activity Analysis • • • More than one A: only one role can be accountable. Page 83 . No A’s”: at least one A must be assigned to each activity. More than one R: too many roles responsible often mean that no one takes responsibility. • • No R’s: at least one person must be responsible.Service Level Management Workbook Functional Roles Analysis • Many A’s: are duties segregated properly? Should someone else be accountable for some of these activities? Is this causing a bottleneck in some areas that will delay decisions? • • • Many R’s: Is this too much for one function? No empty spaces: Does this role need to be involved in so many tasks? Also.

both written. An ability to communicate at all levels within the organization will be imperative. The following are examples of attributes required in many of the roles. knowledge and information necessary to complete their role The ability to use. However. Articulate . chair. including latest capabilities The competence. understand and interpret the best practice. dependent on the organization and the specific role: Management skills – both from a person management perspective and from the overall control of process.Service Level Management Workbook Skills & Attributes The specific roles within ITIL Service Management all require specific skills. whatever role. objectives and business drivers Awareness of the role IT plays in enabling the business objectives to be met Customer service skills Awareness of what IT can deliver to the business. document and ensure actions are followed up Communications – an important element of all roles is raising awareness of the processes to ensure buy-in and conformance. attributes and competences from the people involved to enable them to work effectively and efficiently. it is imperative that the person carrying out that role has the following attributes: • • • • • • Awareness of the business priorities. Meeting skills – to organize. policies and procedures to ensure adherence.. and verbal Page 84 . for reports etc.

Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted. understood and documented in SLA and SLR documents. in some cases. such as procurement and contracts Analytical – to analyse metrics produced from the activity.Service Level Management Workbook Negotiation – required for several aspects. formally documenting these levels of service in SLA’s. • • Ensuring that service performance reviews are scheduled.org. • • Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets.uk) Service Level Manager The Service Level Manager has responsibility for ensuring that the aims of Service Level Management are met. Application Portfolio and the corresponding maintenance procedures. other SLA’s and agreements that underpin the SLA’s with the customers of the service. Assisting with the production and maintenance of an accurate Service Portfolio. Negotiating and agreeing levels of service to be delivered with the customer (either internal or external). This includes responsibilities such as: • • • Keeping aware of changing business needs Ensuring that the current and future service requirements of customers are identified. Service Catalogue.sfia. More information about the skills and competences of these roles can be found within the Skills Framework for the Information Age (SFIA – www. • • Negotiating and agreeing OLA’s and. Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provide to customers Page 85 . investigated and actions taken to prevent their recurrence. carried out with customers regularly and are documented with agreed actions progressed.

Service Level Management Workbook • • Reviewing service scope. OLA’s and underpinning contracts. customers and key users. analysing and improving customer satisfaction. including attendance at CAB meetings if appropriate. including SLA’s. and resolution Definition recording and communication of all complaints Measuring. Defining and agreeing complaints and their recording management. Page 86 . escalation. SLA’s. OLA’s and other agreements on a regular basis. where necessary. • • • • • Identifying all key stakeholders and customers Developing relationships and communication with stakeholders. ideally at least annually. Ensuring that all changes are assessed for their impact on service levels. recording.

Responsibilities Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 87 .Service Level Management Workbook SLM Process Manager IT Services Role.

Will coordinate process reviews utilizing independent parties to provide an objective view on the simplicity of the process and areas for improvement. maintain and review a structure for the process that covers the interactions of the people involved and the expected content of Service Level Management related documents (involving IT and Customers) AND Coordinates any required Service Improvement Plans/Programmes to eradicate falling Service Delivery performance 2. maintain and review: • Service Level Agreements with the business Customer (including a decision on SLA Structure). OLAs and UCs 6. Will be responsible for implementing any design improvements identified. Description 1. marketing and distribution of the Service Catalog (which documents the IT Services offered by the organization) 5. concise reports that are both timely and readable for Customers and IT providers. If you are looking to appoint a process manager or promote someone from within the organization you can make Page 88 . maintenance.. Notes/Comments Use the notes/Comme nts column in different ways. then you can check yourself against the list (with ticks or look to update your resume). • Operational Level Agreements with the IT provider • Underpinning Contracts with third party providers. If you are looking to apply for a process role. 4. 3. Will establish. Make available relevant.Service Level Management Workbook Detailed responsibilities of the Service Level Management process owner The Service Level Manager…. Will control and review: • Any outstanding process related actions • Current targets for service performance • Performance against SLAs. Is responsible for the creation. Will design.

The Service Level Manager must have good oral and presentation skills. the selected person must be able to understand the basics of supply and demand. 3. The process manager will need to be able to engage in technical discussions with technical people (to ensure credibility) and to engage in business discussions with business people. with a commonsense attitude to service charging and a grip on basic statistical analysis. without arrogance. 2. this is one contributing factor that also will require a high degree of understanding of human emotion and resistance. 6. 8. 4. Will also tend to be balanced in negotiations – almost to the point of neutrality during discussions between the customer and the IT Service Provider. Description 1. then you can check yourself against the list (with ticks or look to update your resume). Ability to use and apply valuable information gained from customers. rather than just accepting a marketing statement. They must not be risk adverse.Service Level Management Workbook Detailed skills of the Service Level Management process owner The Service Level Manager…. Use the notes/Comment s column in different ways. The process manager must be able to demonstrate ways to “do things differently” that will improve the process. 5. If you are looking to apply for a process role. Although not a highly numeric role. The Service Level Manager will display a communication style based around listening and demonstrable genuine interest. about those technical issues (of course in non-technical terms). but must be very risk conscious. The Service Level Manager must be able to communicate with people at all levels of the organization.. High degree of people/relationship management focus and an ability to deal with an administrative workload. The manager will be interested in understanding how services are provided. The Service Level Manager will take an active interest in learning about services offered by external and internal providers. 7. Notes/Comments If you are looking to appoint a process manager or promote someone from within the organization Page 89 . They are a “champion” for this process and must display an air of confidence.

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Service Level Management Workbook Customer Based SLA IT Services Customer Based SLA Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Page 91 .

the Payroll System. This document provides a basis for completion within your own organization. the reader will certainly be reminded of the key topics that have to be considered.Service Level Management Workbook Customer Based Service Level Agreement (SLA) The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Disadvantage An inability to deal with differing requirements amongst users in the same customer group. the Billing System. the Procurement System and any other IT systems that they use. For example. It means less administration time spent in negotiating different documents and generally only requires a single representative to participate on behalf of the business. the Accounting System. agreements may be reached with an organization’s Finance Department covering. This document serves as a GUIDE FOR THE CREATION OF AN AGREEMENT BETWEEN THE SERVICE LEVEL MANAGEMENT PROCESS OWNER AND THE CUSTOMER OF IT SERVICES (Covering all the IT Services they use). However. say. The customer based SLA is usually preferred by customers as it allows a single document to cover all the IT Services that they use. Advantage Customer based SLA An agreement with an individual Customer groups could cover all of the services they use. Service A Customer Service B Service C Page 92 . covering all the services they use. the Finance System. An agreement with an individual Customer group.

with only salient details. The SLA does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise. Do not try to describe each service here. Prepared by: On: And accepted by: On: <<date>> <<date>> The following form can be used as the Customer Based SLA document. Use this section simply as an Executive summary. Reference number Unique identifying number for the SLA (for inclusion in the Configuration Management Data Base – CMDB) Owner Functional role description of who is responsible for this SLA (who would participate in a review of this document?) Representatives from customer and IT. (Special tip: Avoid using names as it dates the document quickly) Page 93 . With regard to Customer Based SLA the following points should be addressed: Overall SLA Information Areas to address Comments/Examples Time Frame/Notes/Who Description of the “agreement” Brief description of the contents of this SLA Note: the SLA may cover several IT Services.Service Level Management Workbook This document was.

Areas to address Comments/Examples Time Frame/Notes/Who Service Name Preferably use a name that is common language in the organization (not a technical name). Service Description (Business) (refer to end of table for technical considerations) Briefly describe the primary function of the service. instead of “NT Server. with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information”) Page 94 . SLA Validity period Duration that this SLA is expected to remain in place before it is reviewed. Special Tip: Avoid using people’s names and use role descriptions to avoid dating the document. (eg. Use language that is business user friendly.Service Level Management Workbook Customer definition List and/or describe the customers that are considered for in this SLA. Version Control Information SLA Creation Date SLA Last Modify Date Specific Service Information (Duplicate the following table for each service to be covered in this SLA). SLA Review Procedure The process for reviewing the SLA and who is involved.

However. then document that here. because the service is relatively new. Far too often we write descriptions of IT Services in a clinical fashion. If you feel that there could be some interruptions to service delivery. These clinical descriptions set an expectation for the customer/end-user about the IT Service. Quite often the description is interpreted by the reader in a way not intended by the writer. Use this section to set the expectations of the reader. remember that using the reason “new service” has only a limited life-span. Service Target Response time Here we document the agreed response time for the different priority levels. Service Security Considerations Briefly list any considerations regarding security considerations for this service. with a description on the type of service that each priority level should receive. Are there any differences in the level of accessibility for different people/roles for this service? (try to use role descriptions – instead of names)? Service Target Response priorities If the SLA accommodates different priorities they must be listed here.Service Level Management Workbook Service Expectation Level This is a unique concept to this SLA design template. Page 95 .

then simply remove this line. Service Out of Hours support procedure Are the in hours support staff the same as out of hours? Phone numbers and what information will be required when support is called. Maximum number of errors or reruns. Minimum percentage availability. If the SLA is not to have a penalty focus. If this is the case. Page 96 .Service Level Management Workbook Service Support Hours (Availability) Consider marginally longer support hours (if less than 24) Maximum number of accepted outages. What does the user do if the nominated person is not available? Service Charging policy Do we require external staff to only act if they have a validated cost code for work? Are there any special aspects of the work that has to be recorded for later charging? Service Metrics for performance What will be the performance numbers for the work performed under this UC? Will the expected performance be higher than negotiated in the SLA to allow a safety margin? Service Breach Clause Perhaps your organizational culture is built upon imposing penalties for poor performance. then the penalties for failing to meet the stated metrics must be listed here.

It is more likely however. The definition of when this invocation should occur will be listed here. then it is necessary to invoke a continuity option for this service. THIS TEMPLATE HOWEVER. Notes & Comments NOTE: THERE CAN BE NO SINGLE CORRECT DEFINITION OF AN SLA THAT WILL COVER ALL SITUATIONS FOR ALL ORGANIZATIONS. Cross-referencing to the IT Service Continuity Plan is also required. DOES PROMPT THE READER TO CONSIDER THE MOST CRITICAL AREAS OF AN SLA and IT PROVOKES THOUGHT ABOUT OTHER AREAS THAT COULD BE INCLUDED BASED ON INDIVIDUAL NEEDS. Page 97 . UC Cross references Reference number to related and closely coupled UCs OLA Cross references Reference number to any closely coupled agreements with internal IT department Technical considerations In this section you can describe any technical considerations that are essential to document.Service Level Management Workbook Continuity Considerations (should be linked to the IT Service Continuity Plan) If the agreed support hours cannot be met. that you will include here a link to the Service Catalogue or Technical Specification.

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Service Level Management Workbook Service Based SLA IT Services Service Based SLA Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Page 99 .

Inability to satisfy the customers that have differing requirements of the service being addressed. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 100 . However. This document serves as a GUIDE FOR THE CREATION OF AN AGREEMENT BETWEEN THE SERVICE LEVEL MANAGEMENT PROCESS OWNER AND THE CUSTOMER OF IT SERVICES. FOR A SINGLE SERVICE. the reader will certainly be reminded of the key topics that have to be considered. It means less administration time spent in negotiating different documents with different customers and less time spent on worrying about accommodating different requirements amongst users. This document provides a basis for completion within your own organization. The service based SLA is usually preferred by IT as it allows a single document to cover a single service for all end-users of that service. Advantage Service based SLA Disadvantage Just one SLA document could be agreed for all Customers/end users of a single service.Service Level Management Workbook Service Based Service Level Agreement (SLA) The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Customer A Service Customer B Customer C This document was.

Areas to address Comments/Examples Time Frame/Notes/Who Description of the “agreement” Brief description of the contents of this SLA Note: the SLA will cover only ONE IT Service. The SLA does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise.Service Level Management Workbook The following form can be used as the Service Based SLA document. Reference number Unique identifying number for the SLA (for inclusion in the Configuration Management Data Base – CMDB) Owner Functional role description of who is responsible for this SLA (who would participate in a review of this document?). Use this section simply as an Executive summary. (Special tip: Avoid using names as it dates the document quickly) Service Name Preferably use a name that is common language in the organization (not a technical name). but end users from many areas. Page 101 . With regard to Service Based SLA the following points should be addressed: Specific Service Information (Duplicate the following table for as many services to be covered in this SLA). with only salient details. Representatives from customer and IT.

remember that using the reason “new service” has only a limited life-span. If you feel that there could be some interruptions to service delivery. Are there any differences in the level of accessibility for different people/roles for this service? (try to use role descriptions – instead of names)? Service Target Response priorities If the SLA accommodates different priorities they must be listed here. Far too often we write descriptions of IT Services in a clinical fashion. because the service is relatively new.Service Level Management Workbook Service Description (Business) Briefly describe the primary (refer to Technical function of the service. with a description on the type of service that each priority level should receive. However. Service Security Considerations Briefly list any considerations regarding security considerations for this service. Considerations later in this table) Use language that is business user friendly. These clinical descriptions set an expectation for the customer/end-user about the IT Service. with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information”) Service Expectation Level This is a unique concept to this SLA design template. instead of “NT Server. then document that here. Quite often the description is interpreted by the reader in a way not intended by the writer. Use this section to set the expectations of the reader. (eg. Page 102 .

Service Support Hours (Availability) Consider marginally longer support hours (if less than 24) Maximum number of accepted outages.Service Level Management Workbook Service Target Response time Here we document the agreed response time for the different priority levels set. If this is the case. then the penalties for failing to meet the stated metrics must be listed here. If the SLA is not to have a penalty focus. Service Out of Hours support procedure Are the in hours support staff the same as out of hours? Phone numbers and what information will be required when support is called. then simply remove this line. What does the user do if the nominated person is not available? Service Charging policy Do we require external staff to only act if they have a validated cost code for work? Are there any special aspects of the work that has to be recorded for later charging? Service Metrics for performance What will be the performance numbers for the work performed under this UC? Will the expected performance be higher than negotiated in the SLA to allow a safety margin? Service Breach Clause Perhaps your organizational culture is built upon imposing penalties for poor performance. Page 103 . Minimum percentage availability. Maximum number of errors or reruns.

SLA Validity period Duration that this SLA is expected to remain in place before it is reviewed. then it is necessary to invoke a continuity option for this service. Version Control Information SLA Creation Date SLA Last Modify Date UC Cross references Reference number to related and closely coupled UCs OLA Cross references Reference number to any closely coupled agreements with internal IT department Technical considerations In this section you can describe any technical considerations that are essential to document. Cross-referencing to the IT Service Continuity Plan is also required. SLA Review Procedure The process for reviewing the SLA and who is involved. Notes & Comments Page 104 . It is more likely however.Service Level Management Workbook Continuity Considerations (should be linked to the IT Service Continuity Plan) If the agreed support hours cannot be met. Special Tip: Avoid using people’s names and use role descriptions to avoid dating the document. The definition of when this invocation should occur will be listed here. that you will include here a link to the Service Catalog or Technical Specification.

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It is most likely that the customers will be all endusers of IT services in the organization. THIS TEMPLATE HOWEVER. However. the SLA for this service may be only for particular function holders that are spread throughout the organization). Page 106 . DOES PROMPT THE READER TO CONSIDER THE MOST CRITICAL AREAS OF AN SLA and IT PROVOKES THOUGHT ABOUT OTHER AREAS THAT COULD BE INCLUDED BASED ON INDIVIDUAL NEEDS. Comments/Examples Time Frame/Notes/Who NOTE: THERE CAN BE NO SINGLE CORRECT DEFINITION OF AN SLA THAT WILL COVER ALL SITUATIONS FOR ALL ORGANIZATIONS.Service Level Management Workbook Customer Information Areas to address Customer definition List and/or describe the customers that are included in this SLA.

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Service Level Management Workbook Multi Level SLA’s IT Services Multi-Level Based SLA Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Page 108 .

However. It means less administration time spent in negotiating different documents with different customers and less time spent on worrying about accommodating different requirements amongst users. This document provides a basis for completion within your own organization. This structure allows SLAs to be kept to a manageable size. This document serves as a GUIDE FOR THE CREATION OF AN AGREEMENT BETWEEN THE SERVICE LEVEL MANAGEMENT PROCESS OWNER AND THE CUSTOMER OF IT SERVICES. FOR MULTIPLE SERVICES.Service Level Management Workbook Multi-Level Based Service Level Agreement (SLA) The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Advantage Multi-Level based SLA Disadvantage SERVICE D Customer Customer Service A Service B Service C This document was. and reduces the need for frequent updates. It requires more time to negotiate and obtain agreement than other structures. The multi-level based SLA is usually preferred by IT as it allows a single document to cover a single service for all end-users of that service. avoids unnecessary duplication. the reader will certainly be reminded of the key topics that have to be considered. Prepared by: On: And accepted by: On: <<date>> Page 109 <<date>> .

Use this section simply as an Executive summary. (Special tip: Avoid using names as it dates the document quickly) Page 110 .Service Level Management Workbook (The following form can be used as the Multi-Level Based SLA document. Representatives from customer and IT. The SLA does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise. Reference number Unique identifying number for the SLA (for inclusion in the Configuration Management Data Base – CMDB) Owner Functional role description of who is responsible for this SLA (who would participate in a review of this document?). but end users from many areas. with only salient details) SLA Information Areas to address Comments/Examples Time Frame/Notes/Who Description of the “agreement” Brief description of the contents of this SLA Note: the SLA will cover only ONE IT Service.

(eg. with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information”) Service Expectation Level This is a unique concept to this SLA design template. Use this section to set the expectations of the reader. However. Far too often we write descriptions of IT Services in a clinical fashion. then document that here. Use language that is business user friendly. Quite often the description is interpreted by the reader in a way not intended by the writer. These clinical descriptions set an expectation for the customer/end-user about the IT Service. remember that using the reason “new service” has only a limited life-span. Preferably use a name that is common language in the organization (not a technical name). Service Name A unique reference number for this service. Areas to address Comments/Examples Time Frame/Notes/Who Service Identification Code (This code can be crossreferenced in the Customer information table). because the service is relatively new.Service Level Management Workbook Specific Service Information (Duplicate the following table for as many services to be covered). Page 111 . instead of “NT Server. If you feel that there could be some interruptions to service delivery. Service Description (Business) (refer to Technical Considerations later in this table) Briefly describe the primary function of the service.

Are there any differences in the level of accessibility for different people/roles for this service? (try to use role descriptions – instead of names)? Service Target Response priorities If the SLA accommodates different priorities they must be listed here. Minimum percentage availability.Service Level Management Workbook Service Security Considerations Briefly list any considerations regarding security considerations for this service. Service Out of Hours support procedure Are the in hours support staff the same as out of hours? Phone numbers and what information will be required when support is called. Maximum number of errors or reruns. with a description on the type of service that each priority level should receive. Service Target Response time Here we document the agreed response time for the different priority levels set. What does the user do if the nominated person is not available? Service Charging policy Do we require external staff to only act if they have a validated cost code for work? Are there any special aspects of the work that has to be recorded for later charging? Page 112 . Service Support Hours (Availability) Consider marginally longer support hours (if less than 24) Maximum number of accepted outages.

Cross-referencing to the IT Service Continuity Plan is also required. then it is necessary to invoke a continuity option for this service. then the penalties for failing to meet the stated metrics must be listed here. Special Tip: Avoid using people’s names and use role descriptions to avoid dating the document.Service Level Management Workbook Service Metrics for performance What will be the performance numbers for the work performed under this UC? Will the expected performance be higher than negotiated in the SLA to allow a safety margin? Perhaps your organizational culture is built upon imposing penalties for poor performance. If the SLA is not to have a penalty focus. The definition of when this invocation should occur will be listed here. Service Breach Clause Continuity Considerations (should be linked to the IT Service Continuity Plan) If the agreed support hours cannot be met. SLA Validity period Duration that this SLA is expected to remain in place before it is reviewed. SLA Review Procedure The process for reviewing the SLA and who is involved. If this is the case. then simply remove this line. Version Control Information SLA Creation Date SLA Last Modify Date Page 113 .

Page 114 . the SLA for this service may be only for particular function holders that are spread throughout the organization).Service Level Management Workbook UC Cross references Reference number to related and closely coupled UCs OLA Cross references Reference number to any closely coupled agreements with internal IT department Technical considerations In this section you can describe any technical considerations that are essential to document. that you will include here a link to the Service Catalog or Technical Specification. Applicable Services Description of Service and/or Service identification code/s NOTE: THERE CAN BE NO SINGLE CORRECT DEFINITION OF AN SLA THAT WILL COVER ALL SITUATIONS FOR ALL ORGANIZATIONS. However. Notes & Comments Customer Information (Duplicate the following table for as many customers to be covered). Areas to address Comments/Examples Time Frame/Notes/Who Customer definition List and/or describe the customers that are included in this SLA. It is most likely that the customers will be all end-users of IT services in the organization. DOES PROMPT THE READER TO CONSIDER THE MOST CRITICAL AREAS OF AN SLA and IT PROVOKES THOUGHT ABOUT OTHER AREAS THAT COULD BE INCLUDED BASED ON INDIVIDUAL NEEDS. It is more likely however. THIS TEMPLATE HOWEVER.

Service Level Management Workbook Page 115 .

Service Level Management Workbook Business and IT Service Mapping IT Services Business and IT Service Mapping Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 116 .

last name>. IT Services Manager <first name. last name>. IT Service Delivery Manager <first name. National IT Help Desk Manager Amendment History Issue Date Amendments Completed By Distribution List When this procedure is updated the following copyholders must be advised through email that an updated copy is available on the intranet site: <<organization name>> Business Unit IT Stakeholders Page 117 .Service Level Management Workbook Document Control Author Prepared by <name and / or department> Document Source This document is located on the LAN under the path: I:/IT Services/Service Delivery/Business and IT Service Mapping/ Document Approval This document has been approved for use by the following: • • • <first name. last name>.

Audience This document is relevant to all staff in <<organization name>> Ownership IT Services has ownership of this document in conjunction with nominated Business Representatives. Related Documentation The following documents may help you to complete or understand the purpose of this document: • • • • • Relevant SLA and procedural documents Relevant IT Services Catalogue Relevant Technical Specification documentation Relevant Functional Specification documentation Relevant User Guides and Procedures Page 118 .Service Level Management Workbook Introduction Purpose The purpose of this document is to provide IT departments with an understanding of how the IT Services provided map to the organization’s business processes. Scope This document describes the following: • • • • • details of each Business Process and the corresponding IT Service provided by the IT departments within the organization: description of business process description of service business contacts service contacts Note: It is assumed for each Business Process and IT Service described in this document that the supporting back-end technology is already in place and operational.

Page 119 . Unfortunately this growth has not always been as structured and pre-planned as it should have been. steps must be in place to ensure that the IT group adds value and delivers consistently. and with no accurate profile of the actual customers for each of these services. This document describes an approach for mapping IT Services to the Business Process. However. the next thing to look at is the Vision Statement. The Mission Statement for an organization defines its reason for being. more and more organizations are beginning to recognize IT as being a crucial delivery mechanism of services to their customers. the first step in mapping IT Services to the needs of the business is to understand the organization. The result has been an IT department not having a very clear picture of all the services they currently provide. That is. When the IT services are so critical. Once we capture the Mission Statement. With increasing demands being placed on IT services and increasing reliance on IT systems. In line with this concept. it has become imperative for the IT department to establish an accurate picture of the services it provides and to whom it provides them. An organization starts with a Mission Statement. Mapping Business Process and IT Service: An approach Most organizations now understand the benefits of having Information Technology (IT) throughout their structure.Service Level Management Workbook Executive Overview In the past organization’s IT Services functions have generally grown and developed into large complex environments. mapping what services are provided by IT to the business areas that use them. Few realize the potential of truly aligning the IT department’s objectives with the business objectives.

The organization will meet these objectives by changing. a new ordering package may be required. For example. Administration staff may need additional resources. and being flexible enough to meet these demands. word processing. we need to capture the fact that the business processes need one or more IT services (eg. e-mail. CRM application. The direct impact on IT departments would be the successful planning of capacity of new IT Services. However. after capturing the organizational objectives. IT departments are more likely to be aware of the pressing business issues and needs that may impact on the services that they provide. By understanding where the organization wishes to position itself within its market space.Service Level Management Workbook The Vision Statement defines where it is that the organization wants to go. or perhaps a new billing process needs to be implemented to meet these objectives. requiring additional offices and staff. financial tools) to function. if the current business processes are changing or if they are becoming obsolete and if there will be any new business processes. At this point we need to see the “objectives and strategy” of the organization. we need to understand how these map to current business process. the organization may have an objective of expanding its business into new markets within the next 12 months. Once the IT departments have a clear view of each of the business units involved in the business process. Therefore. enhancing or creating new business processes. then we can start looking at how its short term and long term objectives align with this. By having this information. Page 120 . For example. an objective is not sufficient enough to determine how IT departments should be delivering its services. This is where the IT departments need to capture the Business Processes being used by the organization. the successful planning of how to change our current services to meet the demands of the business.

• • • What are the Objectives of the organization? What is its Mission and Vision? What Business Processes are in place or will be in place to meet these needs? What IT Services are needed or in place to service the Business Processes? Business Objectives Business Processes IT Services Page 121 . With this information IT Departments will now be able to clearly see how their IT Infrastructure / IT Services supports the business. This is where IT departments now map the IT Services to those Business Processes listed above. This allows IT to better deliver IT aligned Services to the organization.Service Level Management Workbook Each of these IT services runs on IT infrastructure. A simple model for this approach is illustrated below.

Columns and Rows can be added as needed.Service Level Management Workbook Mission Statement A mission statement describes the reason for the organization’s being. we constantly strive to provide the highest-quality service throughout the xxxxxxxx. document the Vision statement for the organization. it becomes hard to define what it is that the organization is trying to achieve. With over xxx services and xxx staff. Listed below is the Vision Statement for <<organization name>>: • • • • • Quality Care Convenient Service Good Experiences Care at Competitive Prices Service You'll Recommend to Friends and Family These are the major goals of the staff at <<organization name>>. << Business Process Name: The name of the process if available Process Owner: The name of the Department head or Business Representative for the process Description: A brief description of the process Page 122 . Vision Statement In this section. Without an understanding of the mission statement of an organization. It is important to show that the IT department is aware of the business. In this section of the document capture the mission statement of the organization. >> Business Process Summary The below table is an example of a Business Process Summary Table. A more detailed breakdown of each process name is provided in the following pages. Below is a text example of what may be included in this section.

Department Name of the department Process Name of the process. and official abbreviation. if any Process Owner Name of the Department head or person responsible for ensuring the effectiveness and efficiency of the process. Page 123 .Service Level Management Workbook Department(s): Parent Process: The Department(s) that is involved or uses this process Any process that may be considered a lead into this process or is seen has having a higher business criticality Triggers: What causes the process to start? This is important as IT can then determine if and how their Services interact with other business process or external organizations. >> BUSINESS Process Name Process Owner Description Department(s) Parent Process Triggers Business Process A This section of the document should be repeated for each Business Process.

beginning with a note on where the alternative path breaks off from the standard path. If the input is specific to a sub-process. as well as an actual event. if any Primary Product(s) List the primary product(s). Note any locations where an alternative path breaks off from the standard path. Alternative Path Events/Activities List the important activities and/or events that occur as part of the alternative path for this process. and explain if necessary. identify the sub-process that includes the activity/event. if it does.) Sub-processes If the process is subdivided. Standard Path Events/Activities List the important activities and/or events that occur as part of the standard path for this process. list the sub-processes here. If an activity or event occurs in a specific sub-process.Service Level Management Workbook Description Briefly explain the purpose of the business process. If an activity or event occurs in a specific sub-process. Parent Business Activity/Process Name of the parent business activity or process. Trigger(s) List the event(s) that trigger the process. identify the sub-process. Identify the source of the input. identify the subprocess that includes the activity/event. and ending with a note on where the alternative path rejoins the standard path. and explain if necessary. Page 124 . Inputs List the inputs to the process. (Triggers can be a calendar date. Identify the customer for each primary product.

identify the sub-process. If the participant is active only in a specific sub-process. etc. << Fields: • IT Service: In this field capture the name of the IT Service. 24 hours x 7 Days per week. A likely source of for this information would be the IT Service Catalogue. This would include the owner of the IT Service and any additional support personnel that are involved in the deliver of the IT Service. • Hours of Availability: List the hours of support for the particular IT Service. Identify the customer for each output.Service Level Management Workbook Secondary Products List the by-products. Page 125 . If the secondary product is specific to a sub-process. Eg. • • Description: Write a brief description about the service. and explain their function briefly. or minor outputs that result from the process. Monday – Friday: 8. identify the sub-process. Participants List the participants (actors) in the process.00am – 6. IT Service Owner: List any responsibilities for this IT Service. IT Services The following section provides a table for capturing those IT Services that help support the business process described in this section.00pm.

Contracts will have a direct impact on how the IT Service is delivered. >> This table should be used on a landscape page layout. IT Service Description IT Service Owner Hours of Availability Contract Service Level Agreements Impact Page 126 . it is important to capture any contracts that may be in place for the IT Service. Impact: If the particular IT Service was unavailable.Service Level Management Workbook • Contract: Is the IT Service provided under the agreement of a contract? If so. how would this impact on the Business Process. • • Service Level Agreements:List any applicable SLAs for the IT Service.

Service Level Management Workbook Business Process B Department Process Process Owner Description Parent Business Activity/Process Primary Product(s) Trigger(s) Sub-processes Standard Path Events/Activities Alternative Path Events/Activities Inputs Secondary Products Participants IT Services IT Service Description IT Service Owner Hours of Availability Contract Service Level Agreements Impact Page 127 .

The impact is an arbitrary value that IT and the business need to agree upon. In most instances each department will rate their business processes Critical or Very High. The Business Owner may be hard to define in an organization. the business owner of the process. The table also breaks down the Business Processes and offers you the ability to capture the department(s) that are involved in that particular business process. The Business Rating is also an arbitrary value that the business needs to agree upon. and the business rating. The easy way to determine the Business Rating of the process would be to ascertain if the business could still deliver its services if that business process was unavailable for a period of time. If necessary add or remove rows and columns as needed.Service Level Management Workbook Business Process and IT Service Summary This section provides a summary matrix table of the business processes and their corresponding IT Services. Page 128 . These values may be defined within the Service Catalogue or the Service Level Agreements. A simpler matrix may be just as effective for your needs. in this instance there maybe a number of owners of the process which would generally be made up of the Department heads. The table breaks down the IT Services and offers you the ability to capture the owner of the IT Service. the impact of the service on the business process and the agreed service hours. This is a comprehensive summary table designed to be tailored for your needs.

procedures. policies. Terminology IT Infrastructure: includes hardware. Page 129 . software.Service Level Management Workbook Business Process A Department Owner Business Rating Very High Business Process B Department Owner Business Rating Medium IT Services Accounting <<Busines s Process Owner>> Admin <<Business Process Owner>> Owner <<IT Service Owner>> Very High 24 x 7 Service A Impact Servic e Hours Owner <<IT Service Owner>> High Mon-Fri: 8am 6pm <<IT Service Owner>> Medium Mon-Sat: 6am 6pm <<IT Service Owner>> Low Mon-Fri: 6am 10pm Service B Impact Servic e Hours Owner Service C Impact Servic e Hours Owner Service D Impact Servic e Hours Appendices List any appendices needed in conjunction with this document. documentation. etc.

Service Level Management Workbook Operational Level Agreement IT Services Operational Level Agreement Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Page 130 .

This document serves as a GUIDE FOR THE CREATION OF AN AGREEMENT BETWEEN THE SERVICE LEVEL MANAGEMENT PROCESS OWNER AND THE IT DEPARTMENT. This document provides a basis for completion within your own organization. This is not the case and quite often the best person for the role is someone with no bias towards IT. There is a common misconception that the Service Level Management Process owner must be a member of the IT Department. For example.Service Level Management Workbook Operational Level Agreement (OLA) The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. the reader will certainly be reminded of the key topics that have to be considered. a Human Resource Manager would do well in a role that has such a high degree of communication required. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 131 . However. This document was.

with only salient details) With regard to OPERATIONAL LEVEL AGREEMENTS (OLAs) the following points should be addressed: Areas to address Comments/Examples Time Frame/Notes/Who Link to parent Service Level Agreement Cross reference to the “parent” SLA. The OLA does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise. List them here with a brief description of their involvement.Service Level Management Workbook (The following form can be used as the OLA document. Description of Service Brief description (should be taken from SLA) OLA Reference number Unique identifying number for the OLA (for inclusion in the Configuration Management Data Base – CMDB) OLA Owner Functional role description of who is responsible for this OLA (who would participate in a review of this document) (Special tip: Avoid using names as it dates the document quickly) OLA Parties involved Within the IT department perhaps there are different functional parties involved. Page 132 .

Phone numbers and what information will be required when support is called. OLA Target Response time (reflected in parent SLA) Consider quicker response time to allow for delays OLA Support Hours (reflected in parent SLA) Consider marginally longer support hours (if less than 24) OLA Out of Hours support procedure (reflected in parent SLA) Are the in hours support staff the same as out of hours. with a description on the type of service that each priority level should receive. What does the user do if the nominated person is not available? OLA Charging policy (reflected in parent SLA) Do we require staff to only act if they have a validated cost code for work? Are there any special aspects of the work that has to be recorded for later charging? OLA Metrics for performance (reflected in parent SLA) What will be the performance numbers for the work performed under this OLA? Will the expected performance be higher than negotiated in the SLA to allow a safety margin? Page 133 .Service Level Management Workbook OLA Target Response priorities (reflected in parent SLA) If the OLA caters for different priorities they must be listed here.

Service Level Management Workbook OLA Cross references Reference number to other closely coupled OLAs UC Cross references Reference number to any closely coupled agreements with external suppliers OLA Validity period Duration that this OLA is expected to remain in place before it is reviewed. Special Tip: Avoid using people’s names and use role descriptions to avoid dating the document. Version Control Information OLA Creation Date OLA Last Modify Date Notes & Comments (Duplicate the above table for the number of OLAs to be created) Page 134 . OLA Review Procedure The process for reviewing the OLA and who is involved.

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Service Level Management Workbook Service Level Requirements IT Services Service Level Requirements Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 136 .

The document is made up of 3 sections. The second section is where you capture user specific requirements (duplicate this section the number of times required). The first section allows you to briefly describe the service. This document provides a basis for completion within your own organization. This document was. The third section allows you to cross reference the requirements uncovered in this study with other agreements/documents that may already exist. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 137 . This document serves as a GUIDE FOR ESTABLISHING THE NEEDS OF CUSTOMERS WITH REGARD TO IT SERVICES.Service Level Management Workbook Service Level Requirements (SLR) The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. the reader will certainly be reminded of the key topics that have to be considered. However.

Service Name Preferably use a name that is common language in the organization (not a technical name). with only salient details) With regard to understanding SERVICE LEVEL REQUIREMENTS (SLR’s) the following points should be addressed: Service Information Areas to address Comments/Examples Time Frame/Notes/Who Unique SLR Reference # Useful to cross reference to related Service Level Agreements.Service Level Management Workbook (The following form can be used as an SLR interview or data gathering document. OLAs or Underpinning Contracts Related SLA Reference # For cross referencing to the created Service Level Agreement (filled in after the SLA is created). (eg. instead of “NT Server. The SLR document does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise. with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information”) Page 138 . Use language that is business user friendly. Service Description (Business) (refer to end of table for technical considerations) Briefly describe the primary function of the service.

It should be documented here. You can use this form or the SLA that will be derived from it as a starting point for the next review. because the service is relatively new. Areas to address Comments/Examples Time Frame/Notes/Who Customer Definition and date of discussion Whether the customer is an. Individual Individual representing a group of users A group meeting to discuss service requirements. Quite often the description is interpreted by the reader in a way not intended by the writer.Service Level Management Workbook Customer Information (Duplicate the following table for as many services to be covered in this SLR). Customer Expectations This is a unique concept to this SLA design template. remember that using the reason “new service” has only a limited life-span. then document that here. These clinical descriptions set an expectation for the customer/end-user about the IT Service. Use this section to set the expectations of the reader. Far too often we write descriptions of IT Services in a clinical fashion. However. The date is an important consideration as requirements will definitely change over time. If you feel that there could be some interruptions to service delivery. Page 139 .

Be careful of using generic terms like “confidential”. Confidential to the individual or for the functional group or for a peer group). Confidential can be interpreted different ways (eg. Service Target Response priorities What sort of priority levels of support need to be in place for this service? Are there categories of end user for the service that require differing levels of support? (Eg.Service Level Management Workbook Service Security Considerations Briefly list any considerations regarding security considerations that the representative has for this service. Group B needs a 2 hour response) Service Support Hours (Availability) What are the REALISTIC support hours required for this service? Impress upon the representatives understand that IT staff also have day jobs and do not automatically start work. Group A needs immediate response. Should there be differences in the level of accessibility for different people/roles for this service? (try to use role descriptions – instead of names). Group A requires phone support only. after they have gone home!! Get numbers: What is the maximum number of accepted outages. in a Page 140 . Group B needs face-to-face support) Service Target Response time Against the levels/priorities defined are there corresponding response times for the different priorities? (Eg.

Service Level Management Workbook given time period? What would be an acceptable number of errors or reruns? Is after hours support required? To what degree is the support needed (full support. per transaction) What is the customer budget with regard to this service? Service Metrics for performance Can the representative help you to define metrics for this service? Does the representative have a way that they classify the service? (that we may have missed – as our focus tends to be more on technical issues) Service Breach Clause Does the representative have any thoughts regarding penalties that should be imposed if the service cannot be delivered according to agreed expectations? (Realistic!) Page 141 . How is charging to be implemented? (eg. best effort)? Service Out of Hours support procedure Service Charging policy Does the representative have any expectation regarding charges for Service Delivery? Be careful with this question as it may create some defensive reaction from the representative (what do you mean I have to pay for the service? I never have in the past!!) The question of charging is generally a more strategic decision made by business managers. partial. Per user.

You can use this section as a check that the service is in fact documented in the Service Catalog. 1 week)? Non-representative Information (Duplicate the following table for the number of services that data is being gathered on). 1 day. Technical considerations In this section you can describe any technical considerations that are essential to document. 2 hours. Notes & Comments Page 142 . Areas to address Comments/Examples Time Frame/Notes/Who SLA Cross Reference Make a reference to any existing SLAs that may be able to be adapted or modified to meet this requirement. what is the roll back point (eg.Service Level Management Workbook Continuity Considerations Does the representative have any expectations regarding how the service should be recovered in the event of an extended outage? Do they require immediate recovery. that you will include here a link to the Service Catalog or Technical Specification. It is more likely however. or can they work in a paper based mode for a period of time? Can the customer accept any loss of data? If yes.

(Duplicate the above table for the number of Services that requirements are to be gathered for) Page 143 .Service Level Management Workbook NOTE: THERE CAN BE NO SINGLE CORRECT DEFINITION OF A DATA GATHERING EXERCISE FOR IT SERVICE DELIVERY REQUIREMENTS THAT WILL COVER ALL SITUATIONS FOR ALL ORGANIZATIONS. THIS TEMPLATE HOWEVER. DOES PROMPT THE READER TO CONSIDER THE MOST CRITICAL AREAS OF DATA GATHERING and IT PROVOKES THOUGHT ABOUT OTHER AREAS THAT COULD BE INCLUDED BASED ON INDIVIDUAL NEEDS.

Service Level Management Workbook Service Options IT Services Process: Service Level Management Service Options Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 144 .

National IT Help Desk Manager Amendment History Issue Date Amendments Completed By Distribution List When this procedure is updated the following copyholders must be advised through email that an updated copy is available on the intranet site: <Company Name> Business Unit IT Stakeholders Page 145 . last name>. last name>. IT Service Delivery Manager ♦ <first name. last name>.Service Level Management Workbook Document Control Author Prepared by <name and / or department> Document Source This document is located on the LAN under the path: I:/IT Services/Service Delivery/Service Level Management/Service Options Document Approval This document has been approved for use by the following: ♦ <first name. IT Services Manager ♦ <first name.

Service Level Management Workbook Introduction Purpose The purpose of this document is to provide the IT Organization with a breakdown of options for the Services listed in the Service Catalog Scope This document describes the following: • • Service Options <<any additional items that you want>> Audience This document is relevant to all staff in <company name> Ownership IT Services has ownership of this document. Guidelines and Scope Document SLM Process Template Service Catalogue Executive Overview Note: The intent of this document is to provide a simple break down of options available for IT Services. Related Documentation Include in this section any related Service Level Management reference numbers and other associated documentation: • • • • Implementation Plan / Project Plan Policies. This document is to be used in conjunction with Service Catalogue. Page 146 .

Page 147 . This is a template and is used to illustrate for the user of this document the available options and structure to use when creating service options. The below table should be created for each individual service offered in the Service Catalogue. The definition of an SLA is: << insert your company’s definition here >> The definition of an OLA is: << insert your company’s definition here >> The definition of a UC is: << insert your company’s definition here >> The definition of a service is: << insert your company’s definition here >> Service Options The following table breaks down each service and the available options.Service Level Management Workbook Service Level Management Overview Summarize the organization definition for crucial Service Level Management components here.

Page 148 .Service Level Management Workbook IT Service: Business Process: Business Owner: Business Process Criticality: IT Owner: Service Criticality: Service Components Platinum Availability Capacity Response SLA Recovery SLA Service Hours Recovery Options Security Pricing Gold Service Options Silver Bronze Default Appendices Include any applicable appendixes that are needed. Terminology Make sure that all terminology is captured and documented correctly.

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Service Level Management Workbook Underpinning Contracts IT Services Underpinning Contracts Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Page 150 .

Service Level Management Workbook Underpinning Contract (UC) The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. This document was. a Human Resource Manager would do well in a role that has such a high degree of communication required. with only salient details) With regard to UNDERPINNING CONTRACTS (UCs) the following points should be addressed: Page 151 . the reader will certainly be reminded of the key topics that have to be considered. For example. However. There is a common misconception that the Service Level Management Process owner must be a member of the IT Department. The UC does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise. This is not the case and quite often the best person for the role is someone with no bias towards IT. This document provides a basis for completion within your own organization. Prepared by: On: And accepted by: On: <<date>> <<date>> (The following form can be used as the UC document. This document serves as a GUIDE FOR THE CREATION OF AN AGREEMENT BETWEEN THE SERVICE LEVEL MANAGEMENT PROCESS OWNER AND AN EXTERNAL PROVIDER (THIRD PARTY) OF IT SERVICES.

Service Level Management Workbook Areas to address Comments/Examples Time Frame/Notes/Who

Link to parent Service Level Agreement

Cross reference to the “parent” SLA.

Description of Service

Brief description (should be taken from SLA)

UC Reference number

Unique identifying number for the UC (for inclusion in the Configuration Management Data Base – CMDB)

UC Owner

Functional role description of who is responsible for this UC (who would participate in a review of this document?) (Special tip: Avoid using names as it dates the document quickly)

UC Parties involved

Within the external provider there may be different functional parties involved. List them here with a brief description of their involvement.

UC Target Response priorities (reflected in parent SLA)

If the UC accommodates different priorities they must be listed here, with a description of the type of service that each priority level should receive.

UC Target Response time (reflected in parent SLA)

Consider quicker response time to allow for delays Page 152

Service Level Management Workbook

UC Support Hours (reflected in parent SLA)

Consider marginally longer support hours (if less than 24)

UC Out of Hours support procedure (reflected in parent SLA)

Are the in hours support staff the same as out of hours? Phone numbers and what information will be required when support is called. What does the user do if the nominated person is not available?

UC Charging policy (reflected in parent SLA)

Do we require external staff to only act if they have a validated cost code for work? Are there any special aspects of the work that has to be recorded for later charging?

UC Metrics for performance (reflected in parent SLA)

What will be the performance numbers for the work performed under this UC? Will the expected performance be higher than negotiated in the SLA to allow a safety margin?

UC Cross references

Reference number to other closely coupled UCs

OLA Cross references

Reference number to any closely coupled agreements with internal IT department

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UC Validity period

Duration that this UC is expected to remain in place before it is reviewed.

UC Review Procedure

The process for reviewing the UC and who is involved. Special Tip: Avoid using people’s names and use role descriptions to avoid dating the document.

Version Control Information

UC Creation Date UC Last Modify Date

Notes & Comments

(Duplicate the above table for the number of UCs to be created)

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Service Level Management Workbook Functional Specification IT Services Functional Specification Process: Service Level Management Service: <service name> Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 156 .

IT Services Manager <<first name.Service Level Management Workbook Document Control Author Prepared by <<name and / or department>> Document Source This document is located on the LAN under the path: I:/IT Services/Service Delivery/Functional Specifications/ Document Approval This document has been approved for use by the following: • • • <<first name. IT Service Delivery Manager <<first name. last name>>. last name>>. National IT Help Desk Manager Amendment History Issue Date Amendments Completed By Distribution List When this procedure is updated the following copyholders must be advised through email that an updated copy is available on the intranet site: <<Organization name>> Business Unit IT Stakeholders Page 157 . last name>>.

Audience This document is relevant to all staff in <<Organization name>> Ownership IT Services has ownership of this document. Related Documentation Include in this section any related Service Level Agreement reference numbers and other associated documentation: • • • • Relevant SLA and procedural documents Relevant IT Services Catalogue Relevant Technical Specification documentation Relevant User Guides and Procedures Page 158 .Service Level Management Workbook Introduction Purpose The purpose of this document is to provide relevant Business Units with the functional specifications of the range of services provided by IT Services to the <<Organization name>> community. Scope This document describes the following: details of each service provided by IT Services including: • • • • • • • description of service functional capabilities of the service user characteristics user operations and practices software and hardware interfaces service contacts details of procedures for the service Note: It is assumed for each service described in this document that the supporting back-end technology is already in place and operational.

Also covers how users might use the service on an occasional basis. IT support staff. a table may be developed to illustrate these relationships. The list of functional capabilities may be an updated version of the capabilities listed in the original “Service Level Requirements” for this service. Page 159 . Consider using a formal “Use Case” to specify the end-users' expected use of the service. Where the service comprises of several functional capabilities. and lists the most important features and capabilities. (Refer to Service Level Requirements) User characteristics This section describes the intended users of the service in terms of job function. This may also be derived from the Service Level Requirements. engineers. scope and organization of the Functional Specification document. or skill levels required. Service functional capabilities This section presents a list of the functions that the service will be required to perform. specialized knowledge. This section should consider various user classes or profiles such as managers. Also include the services relationship to the business processes. Service Overview Service Description Describes briefly the reason for the service.Service Level Management Workbook Executive Overview Describe the purpose. User operations and practices Describes how persons will normally use the service. and the tasks they will most frequently perform. equipment operators. and network or database administrators.

Includes items such as minimum availability. more specifically the amount of time and frequency the service will be unavailable due to maintenance and service. Inputs Describe the inputs to the function. Other services How does the service interact with other services? Specific Function Descriptions This section is repeated for each function of the service. virus checking and scanning of email. Input validation strategy. Page 160 . Processing Describes what is done by the function.Service Level Management Workbook General constraints This section will list the limitations. capacity. transaction algorithms or functions. sorting or archiving email. allowed email types and values are specified for each input. Also. and recovery of email services. states if training is required for use of the system. and data limitations of the service. Description The description describes the function and its role in the service. Assumptions This section lists any assumptions that were made in specifying the functional requirements of this service. security needed by the service to function. flow of information etc. Cited here would be database definitions where relevant. user interface limitations. It should also include maintenance requirements. Some examples of functions are: email sending or receiving.

Where a user interface description is relevant.Service Level Management Workbook Outputs This section describes the outputs of the function. availability and capacity requirements and any relevant agreements that may impact on the service. including any complex dialog boxes. Page 161 . ranges. and how the service will be protected from security issues. along with the expected content of each window. units of measure. timing. display formats and organization. This is usually best done via simulated. This section can be generic enough to describe simply the User Interfaces to the functions of the service. accuracy and tolerances. Discussion also includes how input validation will be done. primary font type and size. and options is described. and may take the form of a separate document. source or input. email interface available etc. Hardware Interfaces Describes the components needed to provide the service. The navigation flow of the windows. Examples of items here would be client interface available. destination or output. it is included. External Interfaces The interfaces in this section are specified by documenting: the name and description of each item. screens. non-functioning screen shots (such as PowerPoint slides). web interface available. User Interfaces Where necessary. Examples of items that could be included are screen resolutions. This section describes all major forms. menus. color scheme. Reports generated are also defined. or web pages. and also other output or input devices such as printers or handheld devices.

For example. engineer/modeller. Attributes Security Describes where necessary the technical security requirements for the service. database administrator and which functionality will be accessible to each access level. any password-protected access levels such as operator. structuring of service for ease of future modification. automation. file import and export. Maintainability This section describes requirement items such as days or weeks of continuous operation. manager. PABX. firewall requirements and virus software. strategy for data recovery. Also describes any software that the service will interact with such as operating system platforms supported. Reliability. and Internet communications.Service Level Management Workbook Software Interfaces This section describes any software that will be required in order for the service to operate fully. This section will also specify whether the users must provide the interface software and any special licensing requirements. email. intranet. This section should also describe all physical. IP telephony etc. networking. organizational and procedural security requirements for the service. Page 162 . Functional Design Constraints Any examples of constraints that will prevent or influence the ability of the system to deliver the expected functionality will be listed here. Includes any developed software or commercial applications that customers will be utilizing together with the planned service. or scripting. including items such as networking. Communication Interfaces Describes how the service will communicate with itself (for multi-platform applications) or other software applications or hardware. Availability.

that were not covered in the prior sections.Service Level Management Workbook Installation and Distribution This section describes the planned method for installation and distribution of releases for the service: done by the user independently. Examples include error messages that direct the user to a solution. the physical storage of hardware and software in conjunction with releases and the presence of software or hardware elements from prior releases. • User documentation: Describes the user documentation to be delivered in conjunction with the service. Administration Includes any periodic updating or data management needed for the service. Page 163 . user documentation. • Other requirements: Describes any other requirements not already covered above that need to be considered during the design of the service. done by customer company internal IT services. done by an external contractor. including both hard copy and online requirements. The section should specify the handling of such items as data transfer from prior releases. Usability It is important to describe items that will ensure the user-friendliness of the service. Additional Requirements Describes other characteristics the service must have. online help etc.

Service Level Management Workbook Technical Specification IT Services Technical Specification Process: Service Level Management Service: <service name> Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 164 .

Service Level Management Workbook Document Control Author Prepared by <name and / or department> Document Source This document is located on the LAN under the path: I:/IT Services/Service Delivery/Technical Specifications/ Document Approval This document has been approved for use by the following: • • • <first name. IT Services Manager <first name. last name>. National IT Help Desk Manager Amendment History Issue Date Amendments Completed By Distribution List When this procedure is updated the following copyholders must be advised through email that an updated copy is available on the intranet site: <<Organization name>> Business Unit IT Stakeholders Page 165 . IT Service Delivery Manager <first name. last name>. last name>.

Service Level Management Workbook Introduction Purpose The purpose of this document is to provide relevant IT Units with the technical specifications for the range of services provided by IT Services to the <<Organization name>> community. Related Documentation Include in this section any related Service Level Agreement reference numbers and other associated documentation: • • • • Relevant SLA and procedural documents Relevant IT Services Catalogue Relevant Technical Specification documentation Relevant User Guides and Procedures Page 166 . Scope This document describes the following: details of each service provided by IT Services including: • • • • • • • description of service functional capabilities of the service user characteristics user operations and practices software and hardware interfaces service contacts details of procedures for the service Note: It is assumed for each service described in this document that the supporting functional awareness of the service is already known. Audience This document is relevant to IT staff in <<Organization name>> Ownership IT Services has ownership of this document.

and the tasks they will most frequently perform. Service technical capabilities This section presents a list of the technical aspects that the service will be required to perform. Where the service comprises of technical aspects. User characteristics This section describes the intended users of the service in terms of job function. and lists the most important features and capabilities. Service Overview Service Description Describes briefly the reason for the service. IT support staff. Also covers how users might use the service on an occasional basis. This section should consider various user classes or profiles such as managers. engineers. scope and organization of the Technical Specification document. This may also be derived from the Service Level Requirements. Page 167 . Also include the services relationship to the business processes.Service Level Management Workbook Executive Overview Describe the purpose. specialized knowledge. equipment operators. a table may be developed to illustrate these relationships. and network or database administrators. Consider using a formal “Use Case” to specify the end-users' expected use of the service. or skill levels required. User operations and practices Describes how persons will normally use the service.

Service Level Management Workbook Assumptions This section lists any assumptions that were made in specifying the technical requirements of this service. Processing Describes what is done. Archive. Reports generated are also defined. For example. For example with regard to backups we would describe the database close. destination or output. Restores. source or input. Some examples of technical aspects are: Processing. availability and capacity requirements and any relevant agreements that may impact on the service. Backup. Other technical considerations The interfaces in this section are specified by documenting: the name and description of each item. Inputs Describe the inputs to the aspect. ranges. backup and database restart activities. timing. if we are describing the archive activity we would expect to end up with a media storage device that would be stored in a secure location. units of measure. display formats and organization. Outputs This section describes the outputs. Other services How does the service technically interact with other services? Specific Technical Descriptions This section is repeated for each technical aspect of the service. Page 168 . Description The description describes the Technical aspect and its role in the service. human input or automated timed activities are examples of inputs. Data feeds from other systems. accuracy and tolerances.

PABX. and Internet communications. throughput requirements. client server details).Service Level Management Workbook Hardware details Describes the technical components needed to provide the service. operating system levels. Software details Describes the technical aspects of the software used to provide the service (eg. Page 169 . Technical Design Constraints Examples of technical constraints that affect service design choices are items such as memory constraints involving minimum and maximum RAM and hard disk space. Performance Discusses items such as response times. maximum number of concurrent uses. querying data files and databases. virus protection details. performing calculations of various complexities. including items such as networking. and importing/exporting data. IP telephony etc. intranet. and also other output or input devices such as printers or handheld devices. data volume requirements. maximum data file size or problem complexity. and limitations arising from hardware. software or communications standards. backup software used. Additional Requirements Describes other characteristics the service must have. email. Communication details Describes how the service will communicate with itself (for multi-platform applications) or other software applications or hardware. Includes expected response times for entering information. and peak load requirements (for web-based applications). other supporting services and applications that contribute to the service availability. that were not covered in the prior sections.

including both hard copy and online requirements. • Other requirements: Describes any other requirements not already covered above that need to be considered during the design of the service.Service Level Management Workbook Administration Includes any periodic updating or data management needed for the service. • User documentation: Describes the user documentation to be delivered in conjunction with the service. Page 170 .

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Service Level Management Workbook Price List IT Services Price List Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Page 172 .

This document can be read in conjunction with: Service Catalogue (which is where summary pricing information is presented). the reader will certainly be reminded of the key topics that have to be considered. This document serves as a GUIDE FOR DETERMINING THE PRICE OF IT SERVICE DELIVERY TO CUSTOMERS. Such a decision will generally come from a business policy regarding cost recovery for other shared services. Prepared by: On: And accepted by: On: <<date>> <<date>> There are three considerations to review when looking to establish the prices for IT Services that are delivered. This document provides a basis for completion within your own organization. This document was.Service Level Management Workbook Price List Considerations for Service Level Management The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. It is the combination of these areas that will help the Service Level Manager (along with the process owner for Financial Management for IT Services) set and negotiate pricing for IT Service delivery. These considerations are: 1) The degree of IT costs that are expected to be recovered. However. For example if Human Resources aim to recover all costs from the departments or user groups it supports. Page 173 . it is likely that this will also apply to IT.

Use the following table with examples to help determine which IT Services will be charged for in your organization and the basis upon which you will levy that charge. Of course. when budget funds cannot support requirements. This positive influence helps to reduce the number of unexpected surprises that can often happen. Mail items in the “in-box” An important point to consider regarding the pricing of services is the case when a customer claims that they can buy the service cheaper from an external provider. Stored limit. or. Page 174 . the major challenge of looking to use pricing to influence (drive down) consumption is the major resistance that can be expected. Chargeable Item (examples) Sales transaction Ancillary Services Network connection Personal Computer File server processing Cost basis Simple cost per transaction. then behaviours will change and demand will decrease. Cost per size of transaction E-mail sent Network connection to mail server Personal Computer Internet connection Per unit. 3) Budget influence Careful and well articulated pricing for IT Services allows better predictions regarding the expected budget required for a future time period. or. While this may be the case. Once services start to cost.Service Level Management Workbook 2) The degree that IT wants to change consumption patterns of Customers and Users There is no surer thing. or. Cost per speed of processing. or. the overall impact on the organization may be negative – so it may be necessary to impose restrictions regarding purchase of external services when suitable internal services are available.

This method can have a low impact. the affect on behaviour may be negligible. but they are not expected to transfer funds from their cost centres to the IT department.Service Level Management Workbook Once the pricing differential is identified a controlled process of (a) reducing costs or (b) outsourcing to an external provider can be carried out. in that without transferring funds. The final point to consider regarding the price of IT Services is whether actual funds transfer will take place or if charges are just imaginary (or “nominal”). Nominal charging allows customers to see the costs of the IT Services they consume. Page 175 .

Service Level Management Workbook Communication Plan IT Services Communication Plan Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Page 176 .

Service Level Management Workbook Communication Plan for Service Level Management The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 177 . This will allow the reader to pick and choose information for e-mails. from one or more modules if and when appropriate. flyers. the reader will certainly be reminded of the key topics that have to be considered. This document provides a basis for completion within your own organization. The document is deliberately concise and broken into communication modules. However. This document was. This document serves as a GUIDE FOR COMMUNICATIONS REQUIRED for the Service Level Management process. This document contains suggestions regarding information to share with others. etc.

To: On: By: On: <<date>> <<date>> Page 178 . Generic Benefit statements Specific Organizational example CM provides accurate information on our IT components. However.Service Level Management Workbook Initial Communication Sell the Benefits First steps in communication require the need to answer the question that most people (quite rightly) ask when the IT department suggests a new system. Helps us to more effectively manage our expenditure on IT. the IT department in recent times has… A recent example of … saw the individual and the company face severe penalties. This is important because… In recent times our control on IT has… Apart from the obvious benefits. Allows us to more carefully control the valuable IT infrastructure. be cautious of using generic words. Cite specific examples from your own organization that the reader will be able to relate to. a new way of working. The above Communication module (or elements of) was/were distributed. Assists with protecting against illegal or unauthorized software. WHY? It is here that we need to promote and sell the benefits.

monitoring and reporting the Service Level Management process aims to ensure the delivery of IT Services that meet the requirements and expectations of our customers and end-users. Provide relevant reports to nominated personnel. discussion. as the resistance factor will be high) • Oversee the monitoring of service delivery to ensure that the negotiations regarding the service requirements are not ignored and treated as a once off exercise. Always bear in mind the “so what” factor when discussing areas like goals and objectives. If you speak to a lot of people regarding Service Delivery then you need to establish ways to report to these people the outcomes and progress of the discussions). • (Special Tip: Beware of reporting only to Managers. The above Service Level Management Goals module was distributed. Official Goal Statement: Through a process of continual negotiation.Service Level Management Workbook Service Level Management Goals The Goals of Service Level Management The Goals of Service Level Management can be promoted in the following manner. • Seek agreement on expected delivery of IT service by gaining an understanding of the Service Level Requirements from nominated personnel (Special Tip: Beware of using only Managers to gain information from. If you cannot honestly and sensibly answer the question “so what” – then you are not selling the message in a way that is personal to the listener and gets their “buy-in”. To: On: By: On: <<date>> Service <<date>> Page 179 .

Agreement (Defining and signing SLA/s) • Service Level Agreements. Identification • Analysing current services and Service Level Requirements • Recording the current service provision in a Service Catalogue. Definition Matching & customising (with the customer) of the right service provision against the right costs: • Service Catalogue • Demands of the customer (Service Level Requirements). There could be an element of suspicion. so consider different strategies to overcome this initial scepticism. They will be curious as to why staff have a sudden interest in trying to develop an understanding regarding what they need from IT.Service Level Management Workbook Service Level Management Activities Intrusive & Hidden Activities The list of actions in this module may have a direct impact on end users. SQP) • Match & customise: adjust SLA if required? Information regarding activities was distributed. To: On: By: On: <<date>> <<date>> Page 180 . supported by: Operational Level Agreements (OLAs) and Underpinning Contracts Monitoring Measuring the actual service levels against the agreed service levels Reporting Reporting on the service provision (to the customer and the IT organisation) Evaluation (review) • Evaluate the service provision with the customer • Match & customise: adjust service provision if required? (SIP.

but written in “customer terminology” SLA = Service Level Agreement The written agreement between the provider and the customer (business representative) Service Level Achievements = the Service Levels that are realised SIP = Service Improvement Programme / Plan Actions. adapting and revising of services Service Spec Sheets = Service Specifications • Connection between functionality (externally / customer focussed) and technicalities (internally / IT organisation focussed) Service Catalogue • Detailed survey of available services • Detailed survey of available service levels • Derived from the Service Spec Sheets. Outlining these will allow the use of common terms – which enhances the overall communication process.Service Level Management Workbook Service Level Management Deliverable Outputs of the Process There are a variety of output documents that should be visible to the customer and end-user. SLR = Service Level Requirements • Detailed recording of the customers’ needs • Blueprint for defining. Service Provisioning Agreement) A written agreement with another internal IT department to support the SLA UC = Underpinning Contract (=a written agreement with an external IT supplier) News about the Service Level Management deliverables was distributed. phases and delivery dates for improvement of a service OLA = Operational Level Agreement (or SPA. To: On: By: On: <<date>> <<date>> Page 181 .

Service Level Management Workbook Service Level Management Planning Costs Information relating to costs may be a topic that would be held back from general communication. If required. database management team (Set-up and ongoing) Accommodation – Physical location (Set-up and ongoing) Software – Tools (Set-up and ongoing) Hardware – Infrastructure (Set-up) Education – Training (Set-up and ongoing) Procedures – external consultants etc. To: On: By: On: <<date>> <<date>> Page 182 . For example. (Set-up) The costs of implementing Service Level Management will be outweighed by the benefits. Failure to convince people of the benefits will mean total rejection of associated costs. Details regarding the cost of Service Level management were distributed. Failure to deliver acceptable services will only add to any poor perceptions and start business people questioning the value of IT. many organizations have a negative perception of the function of the IT Department. costs fall under several categories: • • • • • • Personnel – audit verification staff. A well run Service Level Management process will make major inroads into altering that perception.

Service Level Management Workbook Page 183 .

Service Level Management Workbook Business and IT Flyers IT Services Process: Service Level Management Business and IT Flyers Statu s: In draft Under Review Sent for Approval Approved Rejected Versi on: Rele ase Date: <<your version>> Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 184 .

the important thing is to ensure that the message delivered in the flyer is appropriate to the audience that will be reading it. they are examples. Remember. and your input is required to complete the flyers. Note.Service Level Management Workbook Introduction The following pages provide 2 examples of flyers that can printed and distributed throughout your organization. Page 185 . So think about how and where you will be distributing the flyers. They are designed to be displayed in staff rooms.

<< Provide brief description of Service Level Management >> <<First.Service Level Management Workbook         Service Level Management  IT Services Department The IT Department is embarking on a Service Level Management Improvement Programme.   •Services You Need. >> << What process do they need to follow when recording information about failures in IT Services? >> Provide contact lists for the IT Department as well as the business managers that they can contact.   •Easy to   understand Service   Catalogue. This could be anyone who might benefit from the information it contains. list a common set of services and the level that they are provided at. IT employees or business staff. Keep it Simple Use Bullet   Points >> THE PROCESS << List the steps involved in the process Keep it simple Show steps as necessary and beneficial >> CONTACTS << List the contacts Input any graphics in here >>               Page 186   . determine the audience of this flyer.   •Services  at the Right Time!   •Improved IT   Services   •Less Disruption   • <<any   additional points >>         THE BENEFITS << List the benefits to the intended audience. then the content needs to reflect the information that will be of use to them. >>   Key Points:     •Agreed Levels of Service. This helps set the expectations for the services being delivered by the IT Departments. For example. Where are you going to send this flyer? Which locations will the flyer be posted at? If you are posting the flyer in staff rooms. for example.

IMPROVED SERVICE DELIVERY IS OUR GOAL KNOW YOUR SERVICE RIGHTS Sponsored by IT SERVICES “Constantly improving and aligning to your needs” Page 187 .Service Level Management Workbook Service Level Management IT SERVICE IMPROVEMENT PROGRAMME HELP US HELP YOU Contact your immediate Manager to let them know what you need to do your job better We need to know about the Services YOU NEED.

Service Level Management Workbook

Reports KPI’s Other Metrics 

IT Services
Reports and KPI Targets Process: Service Level Management

Status:

In draft Under Review Sent for Approval Approved Rejected

Version:

<<your version>>

Release Date:

Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text

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Reports and KPI Targets for Service Level Management

The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. However, the reader will certainly be reminded of the key topics that have to be considered.

This document serves as a GUIDE ON SUITABLE KEY PERFORMANCE INDICATORS (KPIs) and REPORTS FOR MANAGEMENT for the Service Level Management process. This document provides a basis for completion within your own organization.

This document contains suggestions regarding the measures that would be meaningful for this process. The metrics demonstrated are intended to show the reader the range of metrics that can be used. The message must also be clear that technology metrics must be heavily supplemented with non-technical and business focused metrics/KPI’s/measures.

This document was; Prepared by: On: And accepted by: On: <<date>> <<date>>

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Key performance indicators (KPI’s)

Continuous improvement requires that each process needs to have a plan about “how” and “when” to measure its own performance. While there can be no set guidelines presented for the timing/when of these reviews; the “how” question can be answered with metrics and measurements.

With regard to timing of reviews then factors such as resource availability, cost and “nuisance factor” need to be accounted for. Many initiatives begin with good intentions to do regular reviews, but these fall away very rapidly. This is why the process owner must have the conviction to follow through on assessments and meetings and reviews, etc. If the process manager feels that reviews are too seldom or too often then the schedule should be changed to reflect that. Establishing SMART targets is a key part of good process management. SMART is an acronym for:

Simple Measurable Achievable Realistic Time Driven

Metrics help to ensure that the process in question is running effectively.

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With regard to SERVICE LEVEL MANAGEMENT the following metrics and associated targets should be considered:
Key Performance Indicator Target Value (some examples) Expressed as a percentage, it indicates that SLAs are more than just a document, but have been extended into related agreements with internal and external providers. Time Frame/Notes/Who

The percentage of Underpinning contracts and OLAs in place that are supporting Service Level Agreements.

Meetings held (on time) to review performance

A reducing number here may be a good indication or at least the number should be stable.

Costs of Service Delivery decreasing.

The percentage of targets relating to Service delivery being met.

The number of Service breaches recorded

Improvements in salient points from Customer feedback forms

Others

Special Tip: Beware of using percentages in too many cases. It may even be better to use absolute values when the potential number of maximum failures is less than 100
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Operational or Tactical. Setting a security level on certain reports may be appropriate as well as categorizing the report as Strategic. Human resource reporting including hours worked against project/activity (including weekend/after hours work). Simple breakdown of new SLA/OLA/UCs created. recruitment and training required. simple notes on reviews of same completed.Reports for Management Management reports help identify future trends and allow review of the “health” of the process. Relevant Financial information– to be provided in conjunction with Financial Management for IT Services . but then plateau) Time Frame/Notes/Who Serious Service breaches and remedy steps taken Backlog details of process activities outstanding (along with potential negative impact regarding failure to complete the work in a timely manner) – but also provide solutions on how the backlog can be cleared. Analysis and results of meetings completed The situation regarding the process staffing levels and any suggestions regarding redistribution. “What decisions is this report helping management to make?” Management reports for Service Level Management should include: Report Expected growth in demand for the service (will generally be high at start-up. The acid test for a relevant report is to have a sound answer to the question.

Service Level Management Workbook Page 193 .

Service Level Management Workbook SLM IMPLEMENTATION & PROJECT PLAN IT Services Implementation Plan/Project Plan Skeleton Outline Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected Version: <<your version>> Release Date: Page 194 .

purpose.Service Level Management Workbook Planning and implementation for Service Level Management This document as described provides guidance for the planning and implementation of the Service Level Management ITIL process. software. Create and gain agreement on a high-level process plan and a design for any associated process systems. Don’t forget that the initial expenditure may be higher than the ongoing costs. the reader will certainly be reminded of the key topics that have to be considered for planning and implementation of this process. This person is responsible for the process and all associated systems. accommodation). Review the finances required for the process as a whole and any associated systems (expenditure including people. hybrid) for the process. Internal. Make notes and discuss the “re-usability” of that activity. The document is not to be considered an extensive plan as its topics have to be generic enough to suit any reader for any organization. Agree to the policy regarding this process Page 195 . scope. Assign a person to the key role of process manager/owner. Conduct a review of activities that would currently be considered as an activity associated with this process. hardware. KEEP THE MOMENTUM GOING. NOTE: the plan need not be detailed. Initial planning When beginning the process planning the following items must be completed: CHECK ☺ or or date DESCRIPTION Get agreement on the objective (use the ITIL definition). However. outsourced. Don’t forget annual allowances for systems maintenance or customizations to systems by development staff. and implementation approach (eg. Too many initiatives get caught up in too much detail in the planning phase.

then continually referring to it. As a tip regarding the development of an objective statement. don’t get caught up in spending hours on this. It helps us to think clearly about and agree on the reasons WHY effort is put into this process. Do it quickly and go with your instincts or first thoughts – Page 196 . There are many studies that indicate the simple act of putting a statement about the end result expected onto a piece of paper. Objective Statement When you are describing the end or ultimate goal for a unit of activity that is about to be undertaken you are outlining the OBJECTIVE for that unit of activity.Service Level Management Workbook Create Strategic statements Policy Statement The policy establishes the “SENSE OF URGENCY” for the process. but actually complex question is a major stepping stone towards successful implementation The most common mistake made is that reasons regarding IT are given as the WHY we should do this. Of course the activity may be some actions for just you or a team of people. An inability to answer this seemingly simple. The statement must leave the reader in no doubt that the benefits of this process will be far reaching and contribute to the business in a clearly recognizable way. In either case. Reasons like to make our IT department more efficient are far too generic and don’t focus on the real issue behind why this process is needed. makes achieving that end result realistic. writing down the answer to WHERE will this activity lead me/us/the organization is a powerful exercise.

wait a few days and review what you did for another short period of time and THEN commit to the outcome of the second review as your statement. Scope Statement In defining the scope of this process we are answering what activities and what “information interfaces” does this process have. For example. with regard to the SERVICE LEVEL MANAGEMENT process we can create a simple table such as: Service Level Management Information flows Process SLMMgt to Process FinancialMgt Information Customer budget details FinancialMgt to SLMMgt Expected ROI calculations for new service to SLMMgt to ReleaseMgt SLMMgt Expected impact (+ve or –ve) of release ReleaseMgt Details regarding mandatory times for service availability to SLMMgt to ServiceDesk SLMMgt Details of irate callers ServiceDesk Client expectations regarding call pick up times (eg.Service Level Management Workbook BUT THEN. 2 rings) Page 197 . What is important is that others realize that information does in fact flow. Don’t get caught up in trying to be too detailed about the information flow into and out of this process.

For others a “big bang” implementation – due to absolute equality may be appropriate. In reality however. STEPS NOTES/ /RELEVANCE/DATES/ WHO Produce the Service Catalog Plan the SLA Structure Establish the Service Level Requirements Draft SLA and seek initial approval Establish monitoring levels Review agreements with internal and external suppliers Define reporting standards Publicize and market The priority selection has to be made with other factors in mind. any legal requirements. Page 198 . and desires of “politically powerful influencers”. we usually look at implementation according to pre-defined priorities.Service Level Management Workbook Steps for Implementation There can be a variety of ways to implement this process. For a lot of organizations a staged implementation may be suitable. Consider the following options and then apply a suitable model to your own organization or case study. such as competitive analysis.

rising or falling expenditure. Procedures Development costs associated with filling in the detail of a process activity. level of satisfaction regarding costs in a particular area. implementation and ongoing support Accommodation Costs of housing new staff and any associated new equipment and space for documents or process related concepts. During Ongoing ☺ In most cases. The following points and table helps to frame these considerations: (A variety of symbols have been provided to help you indicate required expenditure. costs for process implementation have to be budgeted for (or allocated) well in advance of expenditure. Maintenance costs Hardware New hardware required to support the process activities.) Initial Personnel Costs of people for initial design of process. Software New tools required to support the process and/or the costs of migration from an existing tool or system to the new one. during and after the implementation initiative. IT hardware and even new desks for staff. Part of this step involves deciding on a charging mechanism (if any) for the new services to be offered. The step-by-step recipe guides for all involved and even indirectly involved personnel. Education Re-education of existing staff to learn new techniques and/or learn to operate new systems. Page 199 . etc.Service Level Management Workbook Costs The cost of process implementation is something that must be considered before.

The team size may or may not reflect this.Service Level Management Workbook Build the team Each process requires a process owner and in most situations a team of people to assist. It is critical to identify these systems and consider their future role as part of the new process definition. Examples of areas to review are: Area Power teams Current formal procedures Current informal procedures Current role descriptions Existing organizational structure Spreadsheets. Analyze current situation and FLAG Naturally there are many organizations that have many existing procedures/processes and people in place that feel that the activities of SLM are already being done. The Service Level Management process is perhaps the process in the Service Delivery set that has the largest amount of initial and on-going activity. Of course a lot will be dependant on the timing of the implementation and whether it is to be staged or implemented as one exercise. databases and other repositories Other… Notes Page 200 .

procedures and meetings. we can provide a comprehensive checklist of points that must be reviewed and done. Make sure you also review current process connections from these practices to other areas of IT Service Delivery. Review the ability of existing functions and staff.Service Level Management Workbook Implementation Planning After base decisions regarding the scope of the process and the overall planning activities are complete we need to address the actual implementation of the process. Page 201 . Can we “reuse” some of the skills to minimize training. It is unlikely that there will not be some current activity or work being performed that would fit under the banner of this process. As part of this step if any information is credible document the transition from the current format to any new format that is selected. However. Decide how best to select any vendor that will provide assistance in this process area (including tools. external consultancy or assistance to help with initial high workload during process implementation). Implementation activities for Service Level Management Activity Notes/Comments/Ti me Frame/Who Review current and existing Service Level Management practices in greater detail. education and time required for implementation? Establish the accuracy and relevance of current processes.

Cutover to new processes The question of when a new process actually starts is one that is not easy to answer. An important point to remember is that if this process is to be implemented at the same time as other processes that it is crucial that both implementation plans and importantly timing of work is complementary. Document and get agreement on roles. Ensure adequate skills transfer and on-going support is considered if external systems are selected. SLA Management tools). Page 202 . responsibilities and training plans. Purchase and install tools required to support this process (i. content).e. SLA Management tool). Create any required business processes interfaces for this process that can be provided by the automated tools (eg. Most process activity evolves without rigid starting dates and this is what we mean when we answer a question with “that’s just the way it’s done around here”.e.Service Level Management Workbook Establish a selection guideline for the evaluation and selection of tools required to support this process area (i. Communicate with and provide necessary education and training for staff that covers the actual importance of the process and the intricacies of the process itself. reporting – frequency.

as this will set the expectation that from the given date all issues relating to the process will disappear (not a realistic expectation). Page 203 . so it may even be best not to set specific launch dates.Service Level Management Workbook Ultimately we do want the new process to become the way things are done around here.

Service Level Management Workbook FURTHER INFORMATION For more information on other products available from The Art of Service. you can visit our website: http://www.amazon.theartofservice. you can find more publications from The Art of Service at: http://www.com If you found this guide helpful.com Page 204 .

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