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ITSM : IT support service Management or IT Support Management SLA : Service Level Agreement is an agreement between customer and service

provider
Tools and Resources Service Management is a customer-focused approach to delivering information technology. Service Management focuses on providing What is Service Management? value to the customer and also on the customer relationship. Service Management provides a framework to structure IT-related activities and the interactions of IT technical personnel with customers and clients. A service is a coherent, ready-to-use deliverable that is of value to Is it a Service? the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure. Services must evolve in order to continue to meet the needs of the customer and respond to technological changes and advances. The Service Lifecycle is the overall framework used to identify, Service Lifecycle define, manage, and retire IT services. Change Management Incident Management Service Lifecycle Diagram Service Management Resources

Key Concepts

Is it a Service? Service Catalog

Key Processes
Defining services is the key to service management. A service definition enables both the customer and the service provider to Service Definition know what they can and cannot expect from a service. Clearly defined services inform customers about service offerings, including what each service does and does not include, eligibility, service limitations, cost, how to request the service, and how to get help. A well-defined service also identifies internal processes

Tools and Resources Service Definition Process Service Definition/ Support Readiness Checklist 5 Questions/ Key Dates Flyer

necessary to provide and support the service. Every customer-facing service should have a high-level service definition at a minimum. Answers to the following five questions will help define a service. The Five Questions:

Customer facing questions:


1. What is the service, and how do I get it? (Service Description) 2. How do I get help? How do I use the service? (Help and SelfService) 3. What Does It Cost? (Service Cost and Pricing)

ITS (internal) facing questions:


4. How does ITS support this service? (Service Support) 5. How does ITS provide this service? (Service Delivery) Outcomes of service definition include: Service Catalog pages, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). See "Service Definition Products", below.

Change management helps to ensure that the risk of changes impacting the customer are minimized. Elements of change Change management include: Change Management Website 5 Questions/ Key Dates Flyer

Management

Risk Impact Assessment: Scope and Effect Testing and Back-out Plans Communication

In the Service Management world, an "incident" is any event that causes an unexpected interruption or reduction in a service. The Incident Management goal of Incident Management is the restoration of normal operations as quickly as possible with as little disruption for clients as possible. At UCSC, Incident Management applies to everything from handling a single trouble ticket to an entire service outage.

Key Roles and Responsibilities


The Service Manager has overall accountability for defining the service, ensuring services are delivered in accordance with agreed business requirements, and managing the service lifecycle often in conjunction

Tools and Resources Service Manager web page

Service Manager

with a Service Team (see below). A Service Team's function is to provide service-related input, review and disposition of service change requests, and resolve service-related issues. Service Team Service Teams can be formal or informal and are composed of individuals and groups that need to be consulted for service changes and development. This typically includes customer representatives, service providers, service support representatives, and subject matter experts. The Service Sponsor is the business partner or individual responsible for Service Sponsor signing off on and accepting delivery of a service. The Service Sponsor has the authority to accept service levels, costs, and risks associated with a service. Service Teams web page

Service Definition Products


The ITS Service Catalog is a list of IT services provided to campus clients that is published on the web as part Service Catalog of the ITS web site. Each "service page" within the catalog includes a description of the service, how to get the service, how to get service support, costs (if applicable), and other information regarding the use and capabilities of the service. A Service Level Agreement (SLA) is an agreement between a service provider and the customer which details the parameters of the services to be provided. Key elements of an SLA include Agreements: Service Level Agreement (SLA) Service Levels, such as response time, availability and support parameters Identifying responsible parties and processes for requesting service and getting help Setting reportable metrics in order to measure the performance and health of the service A service provider might have their own Service Level agreements with third party providers of products and services.

Tools and Resources

Service Catalog Service Catalog page template

ITS SLA web page SLA template(link will

download a Word file)


OLA/SLA Process SLA process diagram(pdf) Metricsworksheetand web page

By contrast, an Operational Level Agreement (OLA) is an agreement with a department internal to the service Agreements: Operational Level Agreement (OLA) provider detailing the provision of a certain element of a service. Key elements of an OLA include OLA Template(link will

Expectations and performance targets for each element in the support chain for a service Clear descriptions of the service ownership, accountability, roles and other responsibilities Key interaction elements between ITS organizations or groups

download a Word file)


OLA/SLA Process