Service Level Management Best Practice Handbook:
Building, Running and Managing Effective Service Level Management SLAs - Ready to use supporting documents bringing ITIL Theory into Practice

Notice of Rights: Copyright © The Art of Service. All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability: The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks: Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S. Patent and Trademark Office.

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Service Level Management

TABLE OF CONTENTS

INTRODUCTION ROADMAP........................................................................................ 5 SERVICE LEVEL MANGEMENT PRESENTATION........................................................... 9 SUPPORTING DOCUMENTS....................................................................................... 69 OBJECTIVES AND GOALS...................................................................................... 71 BUSINESS JUSTIFICATION DOCUMENTS ................................................................ 75 SLM SCOPE ............................................................................................................. 81 POLICIES OBJECTIVE AND SCOPE ....................................................................... 89 SERVICE LEVEL REQUIREMENTS............................................................................. 93 TECHNICAL SPECIFICATIONS .............................................................................. 101 FUNCTIONAL SPECIFICATIONS ........................................................................... 110 MULTI LEVEL BASED SLA....................................................................................... 119 SERVICE BASED SLA ............................................................................................. 127 CUSTOMER BASED SLA ........................................................................................ 135 UNDERPINNING CONTRACTS ............................................................................. 141 SERVICE OPTIONS ................................................................................................ 145 PRICE LIST .............................................................................................................. 151 SERVICE CATALOG.............................................................................................. 155 COMMUNICATION PLAN .................................................................................... 168 BUSINESS AND IT SERVICE MAPPING.................................................................. 176 REPORTS KPI’s AND METRICS .............................................................................. 192 BUSINESS AND IT FLYERS ...................................................................................... 198 EMAIL TEXT ............................................................................................................ 202 SLM PROCESS MANAGER ................................................................................... 208 IMPLEMENTATION PLAN AND PROJECT PLAN...................................................... 212 FURTHER INFORMATION .......................................................................................... 220

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Service Level Management Page 4 .

The guide serves to act as a starting point. It is designed to be a valuable source of information and activities. 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. Provides presentations. templates and essential. 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. templates and documents. specifically the Service Level Management process within the Service Delivery phase. The guide is designed to answer a lot of the questions about Service Level Management and provide you with useful guides. The Service Level Management Guide: Flows logically. but simple assessments. Is scalable. It will give you a clear path to travel. The additional information will enable you to improve your organizations methodology knowledge base. Saves you time. This document describes the contents of the Service Level Management Guide. The information found within the book is based on the ITIL Version 2 framework.Service Level Management INTRODUCTION ROADMAP Many organizations are looking to implement Service Level Management as a way to improve the structure and quality of the business. Page 5 .

Service Level Management ITIL V2– This presentation provides a detailed and comprehensive overview of Service Level Management in the specialist areas of ITIL Version 2 and in particular. as references to further documents and resources are highlighted here. within the Service Level Management process as part of the Service Delivery phase.Service Level Management Step 1 Start by reviewing the PowerPoint presentation. Page 6 . 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. These presentations will give you a good knowledge and understanding of all the terms. as well as the slides. activities and concepts required within Service Level Management.

do this now. Service Level Management ITIL V2: • • • • • • • • • • • • • • • • • • • • Objectives and Goals Business Justification Document SLM Scope Policies Objective and Scope Service Level Requirements Technical Specifications Functional Specifications Multi Level Based SLA Service Based SLA Customer Based SLA Underpinning Contracts Service Options Price List Service Catalog Communication Plan Business and IT Service Mapping Reports KPI’s and Metrics Business and IT Flyers Email Text SLM Process Manager Page 7 . You can use these documents and resources within your own organization or as a template to help you in prepare your own bespoke documentation. Below is an itemized list of the supporting documents and resources for easy reference.Service Level Management Step 2 If you did not look at the supporting documents and resources when prompted during the PowerPoint presentations.

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

Page 9 .Service Level Management SERVICE LEVEL MANGEMENT PRESENTATION Please refer to Objectives and Goals on page 71 within this workbook for more information.

Page 10 .Service Level Management Please refer to Business Justification Document on page 75 within this workbook for more information.

Briefly discuss each. Page 11 .Service Level Management These bullet points help to illustrate why it is that we need to introduce the disciplines of effective and efficient Process management into our IT environments. you can of course add or delete points according to your own situation.

e-mail. but closely linked to the business. Each of the units involved in these business processes needs IT Services (e. the organization has business processes in place. financial tools). customer service and freight (who have a “customer returns process”). Examples of business processes are sales. Explain difference between ‘effective’ (doing the right thing) and ‘efficient’ (doing the right thing the right way). To meet organizational objectives. word processing. CRM application. admin and financial (who have a “sales process”) or logistics.Service Level Management ITSM is not something on its own.g. Page 12 . The objective tree is a useful way to help explain the importance of IT being a supporting department to the business.

documentation. ITIL provides a framework for the management of IT Infrastructure.Service Level Management Continued… Each of these services runs on IT infrastructure that has to be properly managed (Service Management). policies. Page 13 . IT Infrastructure includes hardware. etc. procedures. software.

Page 14 .Service Level Management Traditionally we look at the IT department as a collection of specialists with specialist skills. This is a functional way to look at IT and it puts people into departmental SILO’s.

Page 15 .Service Level Management Best practice processes will transverse functional departments and help to break down the silo’s/walls/barriers to communication between them. A process will link these measurements to targets. Explain the benefits of processes in general. A process can measure the input. output and activities. Other points to explain: • • • A process is a set of activities with a common goal.

people etc). there is the people perspective. More and more people see the importance of processes (which is why ITIL is getting so popular).Service Level Management An IT organization needs to focus on all these aspects to deliver the right IT services (effective) in the right way (efficient). the technology perspective gets a lot of attention (time. This is useless. budget. Generally. which looks at the ‘soft side’: is your staff happy. There is also an organization perspective: the alignment of vision. Page 16 . are you managing them effectively etc. do they have the right skills. strategy and goals with the day to day activities in IT. if it is not communicated (which is virtually always the case and finally.

Service Level Management is not an isolated process. Page 17 . reports on performance. trending information.g. Security Management can be included as well. but: • • • • • Is a process that is based around communication and monitoring Is a process that requires high client/customer liaison Provides information to all other processes (e. Here we get to see the others and the one function (Service Desk).Service Level Management Service Level Management is one of 10 ITIL processes.etc.g. financial information. customer expectations. due to its critical importance.) Requires information from other processes (e. customer satisfaction ratings) etc.

Service Level Management Please refer to SLM Scope on page 81 within this workbook for more information. Page 18 .

Service Level Management Please refer to Policies Objectives and Goals on page 89 within this workbook for more information. Page 19 .

Page 20 .Service Level Management Explain the relationship between the customer – IT and Suppliers. Having the other processes in place provides a common focus for the SLA to draw accurate information from which allows SLM to act as the interface between the possibilities (IT) and needs (customer). Also the higher level processes with the lower level etc. In reality organizations have typically revamped the SLA’s every 12-18 months. The problem has been that the information used to update the SLA is often incomplete or disparate.

Service Level Management Talk about how SLM fits in with the rest of IT. What generic benefits does IT get from having the process in place? What does the business get? The acronyms in this slide are covered later: UC = Underpinning contract (the agreement in place between Service Level Management and external providers) OLA = Operation Level Agreement (the agreement in place between Service Level Management and internal providers) SLA = Service Level Agreements (agreements that document customer expectations regarding IT Service Delivery) Page 21 .

com Page 22 .theartofservice. An understanding of these are necessary as we move into the six real activities in the coming slides. Note: you can gain more understanding on these terms from later slides or supplemental information from www. outputs to the process and in some cases both.Service Level Management Explain that each of these are either inputs to the process.

Technical Specifications on page 101 and Functional Specifications on page 109 within this workbook for more information.Service Level Management Please refer to Level Requirement on page 93. Page 23 .

Page 24 .Service Level Management Please refer to Multi Level Based SLA on page 117 and Service Level Based SLA on page 125 and Customer Based SLA on page 133 within this workbook for more information.

Page 25 .Service Level Management Please refer to Underpinning Contracts on page 139 within this workbook for more information.

Service Level Management This is a summary slide regarding the core activities of Service Level Management. Following pages expand on this one. Page 26 .

Service Level Management This diagram has been split up over the following slides to allow for more detailed explanation on each component. Page 27 .

it may be better to produce a first outline draft as a starting point for more detailed and in-depth discussion. Page 28 . It is advisable to involve Customers from the outset. Be careful though no to go too far and appear to be presenting the Customer with a fait accompli.Service Level Management Once the first SLA structure has been agreed. but rather than going along with a blank sheet to commence with. a first SLA must be drafted. Please refer to Service Level Requirements on page 93 within this workbook for more information.

Page 29 . Service Level Based SLA on page 125 and Customer Based SLA on page 133 within this workbook for more information.Service Level Management Please refer to Multi Level Based SLA on page 117.

a summary or their characteristics and details of the Customers and maintainer or each. and there may not be a clear picture of all the services currently being provided and the Customers of each. If a CMDB or any sort of asset database exists. Page 30 . Such a catalog should list all of the services being provided. these may be a valuable source of information. A dress of ‘detective work’ may be needed to compile this list an agree it with the Customers (sifting through old documentation.Service Level Management Over the years. talking with IT staff and Customers. looking at procurement records and talking with suppliers and contractor etc). searching program libraries. In order to establish an accurate picture. it is recommended that an IT Service Catalog is produced. organizations’ IT Infrastructures have grown and developed.

have absorbed heavy costs both in financial sense as well as in terms of negative impacts on their culture. Existing monitoring of capabilities should be received and upgraded as necessary. Page 31 . A lot of organizations have discovered this the ‘hard way’ and as a consequence. or in parallel with. as inclusions of items that cannot be effectively monitored almost always result in disputes and eventual loss of faith in the SLM process.Service Level Management Nothing should be included in an SLA unless it can be effectively monitored and measured at a commonly agreed point. The importance of this cannot be overstressed. the drafting of SLA’s. so that monitoring can be in place to assist with the validation of proposed targets. Ideally this should be done ahead of.

Similarly. Users must be aware that they should report Incidents immediately to aid diagnostics. Page 32 . does not guarantee that the service will be available so far as the Customer is concerned – a desktop or application failure may mean that the service cannot be used by the Customer. Customer perception is often that although a failure might affect more than one service all they are bothered about the service they cannot access at the time of the reported Incident – though this is not always true. so caution is needed. it is probably more effective to record only down time against the service the User was trying to access at the time (though this needs to be agreed with the Customer). Unfortunately this is often very difficult to achieve. Without monitoring all components in the end-to-end service (which may be very difficult and costly to achieve) a true picture cannot be gained.Service Level Management It is essential that monitoring matches’ the Customers true perception of service. such as the network or server. monitoring or individual components. For example. Where multiple services are delivered to a single workstation. especially if performance related.

table or spreadsheet. the catalog may initially consist of a matrix. Some organizations integrate and maintain their Service Catalog as part of the Configuration Management Data Base(CMBD).Service Level Management When completed. Page 33 .

contracts. reports.Service Level Management Here are all six activities and the relevant outputs. Page 34 . etc. This slide can also be an invaluable check list for completion of SLM plans.

Service Level Management Page 35 .

can be very confusing. Create some examples for the group using your own experience. others will quickly recount their own experiences.Service Level Management This is a very busy slide and when you think about it like this that all these things are constantly taking place. How can we make this as streamlined as possible? It does portray the complexity and myriad of information flows however. Page 36 . If you can start the discussion with one example.

monitoring must be instigated. and where possible. exception reports should be produced whenever an SLA has been broken (or threatened if appropriate thresholds have been set to give an early warning). Page 37 . and service achievement reports must be produced. Operational reports must be produced frequently (daily – perhaps even more frequently).Service Level Management Immediately the SLA is agreed.

but there are a number of common features that often occur within the SLA’s. Page 38 . as each situation is unique.Service Level Management The specific content and the initial targets to be included in SLA’s must be agreed. It is difficult to be prescriptive. and content varies depending up the type of SLA.

Service Level Management Notes: Page 39 .

Page 40 . Service Option on page 143 and Price Lists on page 149 within this workbook for more information. Functional Specifications on page 109.Service Level Management So what should be in this thing called an SLA? What else could be or should be included in the SLA? Please refer to Technical Specifications on page101.

Service Level Management Please refer to Service Catalog on page 153 within this workbook for more information. Page 41 .

Page 42 .theartofservice.com Please refer to Service Catalog on page 153 within this workbook for more information.Service Level Management More information on Configuration Management at www.

Page 43 . from the very outset. They should. A draft SLA should be developed alongside the service itself. it is also important to establish procedures for agreeing Service Level Requirements (SLR’s) for new services being developed or procured. of which the functional specifications is a part. form part of the testing/trialing criteria as the service progresses through the stages of design and development or procurement. and should be signed and formalized before the service is introduced in to live use.Service Level Management While many organizations have to give initial priority to introducing SLA’s for existing services. The SLR’s should be integral part of the service design criteria.

This is a self assessment scan and is therefore more prone to inaccurate results as there is a lack of objectivity and an exposure to organizational politics.itil. For information regarding an independent scan send an e-mail to service@theartofservice.co.uk.Service Level Management An IT Service Management self-assessment scan can be downloaded from www.com Page 44 .

Page 45 . Please refer to Communication Plan on page 165 and Business IT Service Mapping on page 173 within this workbook for more information.Service Level Management Strategic alignment workshops should be conducted as part of an IT Service Management SCAN to gain insight into what the IT Managers see as high priority issues.

Service Level Management Please refer to Communication Plan on page 165 and Business IT Service Mapping on page 173 within this workbook for more information. Page 46 .

Service Level Management Page 47 .

and reduces the need for frequent update. For example. avoids unnecessary duplication. Page 48 . a three layer structure as follows: • • • Corporate Level Customer Level Service Level Such structure allows SLA’s to be kept to a manageable size.Service Level Management Some organizations have chosen to adopt a multi-level SLA structure.

Guide on general negotiation techniques is included in the ITIL Business and Management Skills book. or Customer representatives to finalize the content of the SLA and the initial service level targets. Page 49 .Service Level Management Using a draft agreement as a basis. negotiations must be held with the Customer(s). and with the service providers to ensure that these are achievable.

and assessing and reporting on how the parties can further enhance their working relationship. coordinating and implementing modifications to the SLA. Page 50 . maintaining ongoing contact with the other party.Service Level Management Management responsibilities include providing a point of contact for problems related to the agreement. conducting service reviews.

E.Service Level Management The subjects and language in the service catalogue and SLAs should be clear to the customers. SLA structure should make it possible to offer integrated services in one SLA. Page 51 .g. IT services and other facilitating services. unite services from various business units into one SLA. The guidelines to be developed should be applicable for all sorts of services.

Service Level Management Page 52 .

g. Page 53 .Service Level Management How are KPI’s and Metrics used? How can we improve this? KPI’s • • • • • % of services covered by SLAs? % of service targets being met? Are customer satisfaction ratings increasing? Are IT costs decreasing for services with stable service level agreements? Is there documentary evidence that issues raised at reviews are being followed up and resolved (e. via an SIP)? Please refer to Reports KPI’s and Metrics on page 187 within this workbook for more information.

benefits and opportunities to be realized.Service Level Management Service Improvement program is usually instigated where an underlying difficulty has been identified which is adversely impacting upon service quality. They provide a clear definition of the services being offered and at what level they are being offered to allow comparison with the current service levels being achieved. The result of a gap analysis is a list of issues that exist. consequences. Do they still align with each other? These two inputs will help provide an understanding of the gap that will exist between services being delivered and services that need to be delivered (Service Level Scan) and current description of services and service level agreements. Page 54 . A Service Level Scan and the SLAs and Service Catalogue are important inputs into the SIP. actions to be taken.

This does not align IT to the business Page 55 . IT departments measure the availability of individual components rather than an end to end service.Service Level Management Typically.

Service Level Management Notes: Page 56 .

Page 57 . IT departments measure the availability of individual components rather than an end to end service. Please refer to Reports KPI’s and Metrics on page 187 within this workbook for more information. This does not align IT to the business.Service Level Management Typically.

Service Level Management These are documents that are handy to have as templates. See www.theartofservice. Page 58 .com for a range of documents and templates that are available.

What we can do is take ideas from all templates then do what is right for the organization. Page 59 . The point needs to be made here that there is not one solution of a template that fits all organizations because of the diversity of them.Service Level Management These templates on screen give a very high level view.

Service Level Management Page 60 .

Service Level Management Please refer to Service Catalogue on page 153 within this workbook for more information. Page 61 .

SLM •Puts in place Service Level Agreements with providers in order to monitor and manage service levels. improving services to ensure that end users are satisfied with the service they receive. Page 62 . revising and evaluating existing SLAs. •Agreements with internal and external service suppliers should be reviewed when significant changes to SLAs take place and at least annually to ensure that they continue to underpin SLAs. •It must state the mutual responsibilities of the customer and provider ensuring that both parties are responsible for monitoring.Service Level Management SLA •is a formal contractual arrangement specifying the required service levels and the expected quality of service to be delivered.

Page 63 . This provides a basis for measuring service improvement and achievements using defined metrics for each service provided. This enables relevant and realistic contract management and management of the relationship with the provider following service implementation. •The service improvement program should be monitored regularly and appropriate action taken to correct any underachievements.Service Level Management Continued… THE LEVEL OF SERVICE •Should be captured and base-lined. •The foundations for service management must be put in place very early during the acquisition process. All service level targets and results together with their history should be maintained in an annual report. at least annually.

• • Accommodation Costs Support Tools (monitoring and reporting. recruitment costs.g. consultancy – if needed). training. plus some element of integrated Service Management tools) • Hardware on which run these tools • Marketing costs e.Service Level Management The costs associated with Implementing and executing SLM included: • Staff Costs (salaries. both initial and ongoing. Production of Service Catalog Page 64 .

Page 65 .Service Level Management Please refer to Business and IT Flyers on page 193 and Email Text on page 197 within this workbook for more information.

Page 66 .Service Level Management Please refer to Communication Plan on page 165 within this workbook for more information.

Service Level Management Please refer to SLM Process Manager on page 203 within this workbook for more information. Page 67 .

Service Level Management Page 68 .

Service Level Management SUPPORTING DOCUMENTS Through the documents. Page 69 . 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.

Service Level Management Page 70 .

Service Level Management OBJECTIVES AND GOALS IT Services Detailed Objectives/Goals Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> Version: Release Date: Note: SEARCH AND REPLACE <<organization name>> Page 71 .

we refer to this as a Service Improvement Plan (SIP). Under the Service Level Management process. However. 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. Failure to meet objectives (or when service breaches are detected) should trigger a process for improvement. 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. Notes Met/Exceeded/Shortfall ☺ Dates/names/role titles Use these objectives to generate discussion about others that may be more appropriate to list than those provided. education and training for staff involved with the process and communication to non-involved. but affected personnel. the reader will certainly be reminded of the key topics that have to be considered. Design. Page 72 . Monitor customer and end-user satisfaction levels. 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. Setting schedules for reviews of Service Level Agreements and associated supporting documentation. manage and implement an awareness/communication plan appropriate for this process.Service Level Management 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. Appoint/Recruit the SLM team and provide ongoing awareness.

theartofservice. Representatives from customer and IT. Use language that is business user friendly. It is likely that there have been continuing Problems that have led to the service degradation. (e. The SIP will be driven as a result of the need to improve degraded performance. Preferably use a name that is common language in the organization (not a technical name). Problem Management details Page 73 . with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information from”) The SIP will generally be based on broken SLAs. Briefly describe the primary function of the service. instead of “NT Server. From Problem Management we can gain a better understanding of the background to the SIP.g. 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) (see www.com for more details on the Configuration Management process) Functional role description of who is responsible for this SIP (who would participate in a review of this document).Service Level Management 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). Use this section to briefly detail in generic terms why this SIP is required. 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. Owner Service Name Service Description (Business) (refer to Technical Considerations later in this table) Service Breach(s) details (refer to Problem & Availability Management issues).

The SIP must directly address the issue of availability by reviewing the past. responsible person and timeframe. negotiations. Is there a life-span for this SIP. training/education and reworking current procedures and work practices. This section of the SIP can be run as a Project if large enough. reviews. It is more likely however. or as a simple list of action items. is the life of the SIP time based or driven by activities only? This part of the SIP will outline actual steps to be taken to improve availability and eradicate poor performance. that you will include here a link to the Service Catalog or Technical Specification. Action items will centre on discussions.Service Level Management 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. Briefly list any considerations regarding security considerations for this SIP. documentation (new and updates to existing). communications. current and future availability metrics for this service. (Note: don’t forget to track changes and ensure the Configuration Management database is updated). SIP Creation Date SIP Last Modify Date In this section you can describe any technical considerations that are essential to document. testing. Service Security Considerations SIP Validity period SPECIFIC SIP ACTIONS Version Control Information Technical considerations Notes & Comments Page 74 .

Service Level Management BUSINESS JUSTIFICATION DOCUMENTS IT Services Business Justification Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> 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 .

Prepared by: On: And accepted by: On: <<date>> <<date>> Page 76 .Service Level Management 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. This document was. the reader will certainly be reminded of the key topics that have to be considered. 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 provides a basis for completion within your own organization.

It used to be 2 to 3 minutes. As IT professionals we have (for too long) assumed that we miss out on funds while other functional areas (e. rather than talking in a language that a business person understands. We try to impress with technical descriptions.Service Level Management Service Level Management Business Justification A strong enough business case will ensure progress and funds are made available for any IT initiative. Wouldn’t you say “too much information. who cares – does it make things cold?” Page 77 . This may sound like a bold statement but it is true. Human resources and other shared services) seem to get all that they want. with the implementation of a new firewall. it’s with US. Changes to the environment are scheduled for a period of time when we expect there to be minimal business impact. However. We are typically poor salespeople when it comes to putting our case forward. Doesn’t that sound familiar? To help reinforce this point even further.g. the problem is not with them. The network bandwidth is our biggest bottleneck and we have to go to a switched local environment. There will be less people working then. We are making the changes on Sunday afternoon. consider the situation of buying a new fridge. which flow in an anti-clockwise direction in the Southern hemisphere”. 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. For example: We say We have to increase IT security controls. but we are now using our computers for many more tasks. The e-mail you send to the other national managers will take 4 to 6 hours to be delivered.

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. The SLR gives us a blueprint to check our own Service Delivery against. If you need assistance in writing business benefits for your organization please e-mail service@theartofservice. escalations. 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. Service Level Management forces us into the creation of targets and metrics against which we can measure performance. So let’s know look at some benefits of Service Level Management. Remember that the comments here are generic. Service Level Management also ensures that we have clearly defined roles and responsibilities. (Note in ITIL terms the Customer is the person who “pays” for the IT Service) With Service Level Management we focus on meeting the Service Level Requirements specified to us by customers. IT Services delivered that have no corresponding SLR may in fact be surplus to business requirements. monitoring and reporting. as they have to apply to any organization. Page 78 .com for a quotation. If it can’t be measured it can’t be managed. 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.Service Level Management Well IT managers need to stop trying to tell business managers about the tubing structure and just tell them what they are interested in. Even if one person performs many different roles within the process we can clearly articulate what these are. Through the process of Service Level Management we can develop a common language of understanding between IT and Customers.

g. The SLA then becomes the basis of charging for IT Services (for more information on Financial Management for IT Services refer to www. but often overlooked part of this process is the identification of weaknesses in the use of IT Services from the organization end-user population. Ideally. Page 79 . 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). 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. An important.in cases where services are outsourced the SLAs are a key part of managing the relationship with the third-party . value is a discussion regarding potential business impact).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 .we generally include a section on Pricing. Service Improvement Plan – SIP) SLM underpins supplier management (and vice versa) . identified in advance so that remedial action can be taken (e. 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.com) (Note that IT Service Managers must be able to clearly articulate the difference between cost and value – cost is discussed in absolute monetary terms.theartofservice.Service Level Management (importantly.

Service Level Management

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Service Level Management

SLM SCOPE

IT Services
Scope Document Process: Service Level Management

Status:

In draft Under Review Sent for Approval Approved Rejected <<your version>>

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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Service Level Management

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, last name>>, IT Services Manager <<first name, last name>>, IT Service Delivery 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

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Service Level Management

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.

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: • • • •

SLM1200 SLM Implementation Plan / Project Plan SLM1300 SLM Policies, Guidelines and Scope Document SLM1700 SLM Process Template SLM2200 Service Catalogue

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Service Level Management Overview The document’s intent is to provide a scope for the Service Level Management Process. The output from this activity is the Service Catalogue. Definition This activity helps define the services that you already deliver and can deliver.Service Level Management Executive Overview Describe the purpose. Page 84 . In this section determine the scope of the Service Catalogue. 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. scope and organization of the document.

This will be done by a series of interviews with department managers and senior executives. we can now set the scope for the SLA. OLAs and UCs necessary to support the agreed services. Page 85 . Department Services Business Owner IT Owner << Department: Services: The department to be interviewed The services being provided to that department Business Owner: The department manager or other IT Owner: The IT personnel who will be responsible for providing the service >> Negotiate and Agree In this activity we create the necessary SLAs. In conjunction with the above table. In this section determine the scope of the Requirements gathering.Service Level Management Specify This activity is about gathering the Service Level Requirements. In this manner we need to determine what will be included in the SLA.

provide a list of reports necessary for each customer based on each service. 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.Service Level Management 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. The below table provides an example. This will be done in conjunction with the above table. Page 86 . As such the reports should be written in Business English as well as Technical English. and what tools we are going to use to monitor the services with. In this section.

Terminology Make sure that all terminology is captured and documented correctly.Service Level Management Reports Customer Service Business Reports Productivity Marketing Marketing Sales Sales Transport Email Internet Logistics Accounts Logistics IT Reports No. of % of CPU Transaction Bandwidth Incidents Availability Seconds Rates Appendices Include any applicable appendixes that are needed. Page 87 .

Service Level Management Page 88 .

Service Level Management POLICIES OBJECTIVE AND SCOPE IT Services Policies. Objectives and Scope Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> Version: Release Date: Page 89 .

Why is effort being put into this process? Not simply because someone thinks it’s a good idea. may be too lengthy to read. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 90 . 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. 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. or advantageous Use this text box to answer the “SENSE OF URGENCY” question regarding this process. or procedure considered expedient. Policy Statement A course of action. the reader will certainly be reminded of the key topics that have to be considered. A policy statement any bigger than this text box. lose the intended audience with detail. However. That won’t do. You must be able to concisely document the reason behind starting or improving this process. not be clearly focused on answering the WHY question for this process.Service Level Management Policies. The reason has to be based in business benefits. The above Policy Statement was. prudent. guiding principle.

agreeing and monitoring. may be too lengthy to read. agree and monitor”. IT Service delivery quality. Use this text box to answer the “WHERE ARE WE GOING” question regarding this process. while maintaining. Actions to achieve this include the requirement to conduct repetitive actions that include reporting. a goal.Service Level Management Objectives Statement Something worked toward or striven for. not be clearly focused on answering the WHERE question for this process. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 91 . An objective statement any bigger than this text box. For the statement on Service Level Management they are “report. The above Objective Statement was. These are definite areas that we can set metrics for and therefore measure progress. based on instinct? A generic sample statement on the “objective” for Service Level Management is: The Service Level Management process aims to improve. 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. The process must review Service Achievements against customer expectations and take steps to improve or modify Service Delivery accordingly. lose the intended audience with detail. Note the keywords in the statement.

may be too lengthy to read. An scope statement any bigger than this text box. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 92 . These external agreements shall be referred to as Underpinning contracts and the internal agreements will be called Operational Level Agreements. 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. not be clearly focused on answering the WHAT question for this process. The above Scope Statement was. lose the intended audience with detail.Service Level Management Scope Statement The area covered by a given activity or subject Use this text box to answer the “WHAT” question regarding this process.

Service Level Management 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 93 .

The third section allows you to cross reference the requirements uncovered in this study with other agreements/documents that may already exist. This document provides a basis for completion within your own organization. The first section allows you to briefly describe the service.Service Level Management 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. This document serves as a GUIDE FOR ESTABLISHING THE NEEDS OF CUSTOMERS WITH REGARD TO IT SERVICES. However. 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 reader will certainly be reminded of the key topics that have to be considered. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 94 . This document was.

with only salient details) With regard to understanding SERVICE LEVEL REQUIREMENTS (SLR’s) the following points should be addressed: Service Information Areas to address Unique SLR Reference # Comments/Examples Useful to cross reference to related Service Level Agreements. 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. (e. with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information”) Time Frame/Notes/Who Related SLA Reference # Service Name Service Description (Business) (refer to end of table for technical considerations) Page 95 . instead of “NT Server.g. Use language that is business user friendly. OLAs or Underpinning Contracts For cross referencing to the created Service Level Agreement (filled in after the SLA is created). Briefly describe the primary function of the service. Preferably use a name that is common language in the organization (not a technical name).Service Level Management (The following form can be used as an SLR interview or data gathering document.

Should there be differences in the level of accessibility for different people/roles for this Time Frame/Notes/Who Customer Expectations Service Security Considerations Page 96 . However.Service Level Management Customer Information (Duplicate the following table for as many services to be covered in this SLR). Individual Individual representing a group of users A group meeting to discuss service requirements. It should be documented here. Use this section to set the expectations of the reader. because the service is relatively new. The date is an important consideration as requirements will definitely change over time. Briefly list any considerations regarding security considerations that the representative has for this service. This is a unique concept to this SLA design template. If you feel that there could be some interruptions to service delivery. You can use this form or the SLA that will be derived from it as a starting point for the next review. remember that using the reason “new service” has only a limited life-span. Far too often we write descriptions of IT Services in a clinical fashion. Quite often the description is interpreted by the reader in a way not intended by the writer. Areas to address Customer Definition and date of discussion Comments/Examples Whether the customer is an. then document that here. These clinical descriptions set an expectation for the customer/end-user about the IT Service.

Group A requires phone support only.g. in a 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. Confidential to the individual or for the functional group or for a peer group). Be careful of using generic terms like “confidential”. after they have gone home!! Get numbers: What is the maximum number of accepted outages. 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. Confidential can be interpreted different ways (e. partial. Group B needs face-to-face support) Against the levels/priorities defined are there corresponding response times for the different priorities? (Eg. best effort)? Service Target Response time Service Support Hours (Availability) Service Out of Hours support procedure Page 97 .Service Level Management service? (try to use role descriptions – instead of names). Group B needs a 2 hour response) 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.

Per user. or can they work in a paper based mode for a period of time? Can the customer accept any loss of data? If yes.g. 2 hours.g. 1 day. what is the roll back point (e. per transaction) What is the customer budget with regard to this service? 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) Does the representative have any thoughts regarding penalties that should be imposed if the service cannot be delivered according to agreed expectations? (Realistic!) 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. 1 week)? Service Metrics for performance Service Breach Clause Continuity Considerations Page 98 . How is charging to be implemented? (e.Service Level Management 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.

It is more likely however. that you will include here a link to the Service Catalog or Technical Specification. You can use this section as a check that the service is in fact documented in the Service Catalog.Service Level Management Non-representative Information (Duplicate the following table for the number of services that data is being gathered on). THIS TEMPLATE HOWEVER. Areas to address SLA Cross Reference Comments/Examples Make a reference to any existing SLAs that may be able to be adapted or modified to meet this requirement. (Duplicate the above table for the number of Services that requirements are to be gathered for) Page 99 . 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. In this section you can describe any technical considerations that are essential to document. Time Frame/Notes/Who Technical considerations Notes & Comments 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.

Service Level Management Page 100 .

Service Level Management TECHNICAL SPECIFICATIONS IT Services Technical Specification Process: Service Level Management Service: <service name> Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> 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 101 .

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 102 . last name>. IT Service Delivery Manager <first name.Service Level Management 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. last name>. IT Services Manager <first name.

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.Service Level Management 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 103 .

User operations and practices Describes how persons will normally use the service. a table may be developed to illustrate these relationships. Service technical capabilities This section presents a list of the technical aspects that the service will be required to perform. and network or database administrators. scope and organization of the Technical Specification document. This may also be derived from the Service Level Requirements. IT support staff. Consider using a formal “Use Case” to specify the end-users' expected use of the service. and lists the most important features and capabilities. engineers. User characteristics This section describes the intended users of the service in terms of job function.Service Level Management Executive Overview Describe the purpose. This section should consider various user classes or profiles such as managers. equipment operators. Service Overview Service Description Describes briefly the reason for the service. Where the service comprises of technical aspects. or skill levels required. Also covers how users might use the service on an occasional basis. Page 104 . and the tasks they will most frequently perform. Also include the services relationship to the business processes. specialized knowledge.

For example. units of measure. display formats and Page 105 . Description The description describes the Technical aspect and its role in the service. 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. Outputs This section describes the outputs. ranges. Data feeds from other systems. For example with regard to backups we would describe the database close. accuracy and tolerances. Backup. Archive. Inputs Describe the inputs to the aspect. destination or output. source or input. Reports generated are also defined. Other technical considerations The interfaces in this section are specified by documenting: the name and description of each item. Some examples of technical aspects are: Processing. timing. Processing Describes what is done.Service Level Management Assumptions This section lists any assumptions that were made in specifying the technical requirements of this service. backup and database restart activities. Restores. 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. human input or automated timed activities are examples of inputs.

and importing/exporting data. backup software used. and peak load requirements (for webbased applications). performing calculations of various complexities. maximum data file size or problem complexity. throughput requirements. and limitations arising from hardware. including items such as networking. intranet. Software details Describes the technical aspects of the software used to provide the service (e. 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. querying data files and databases. software or communications standards.Service Level Management organization. Communication details Describes how the service will communicate with itself (for multi-platform applications) or other software applications or hardware. Hardware details Describes the technical components needed to provide the service. operating system levels. IP telephony etc. and Internet communications. other supporting services and applications that contribute to the service availability. availability and capacity requirements and any relevant agreements that may impact on the service. and also other output or input devices such as printers or handheld devices. maximum number of concurrent uses. data volume requirements. virus protection details.g. Includes expected response times for entering information. Additional Requirements Page 106 . client server details). PABX. Performance Discusses items such as response times. email.

Page 107 . that were not covered in the prior sections.Service Level Management Describes other characteristics the service must have.

• User documentation: Describes the user documentation to be delivered in conjunction with the service. including both hard copy and online requirements.Service Level Management Administration Includes any periodic updating or data management needed for the service. • Other requirements: Describes any other requirements not already covered above that need to be considered during the design of the service. Page 108 .

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Service Level Management FUNCTIONAL SPECIFICATIONS 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 110 .

last name>>. last name>>. IT Services 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 111 .Service Level Management 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. last name>>. IT Service Delivery Manager <<first name.

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.Service Level Management 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. 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 112 .

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Where the service comprises of several functional capabilities. or skill levels required. and the tasks they will most frequently perform. equipment operators. User operations and practices Describes how persons will normally use the service.Service Level Management Executive Overview Describe the purpose. Service Overview Service Description Describes briefly the reason for the service. and lists the most important features and capabilities. Also include the services relationship to the business processes. Page 114 . Consider using a formal “Use Case” to specify the end-users' expected use of the service. The list of functional capabilities may be an updated version of the capabilities listed in the original “Service Level Requirements” for this service. Service functional capabilities This section presents a list of the functions that the service will be required to perform. specialized knowledge. engineers. User characteristics This section describes the intended users of the service in terms of job function. and network or database administrators. Also covers how users might use the service on an occasional basis. a table may be developed to illustrate these relationships. This may also be derived from the Service Level Requirements. IT support staff. scope and organization of the Functional Specification document. This section should consider various user classes or profiles such as managers.

Includes items such as minimum availability. Processing Describes what is done by the function. flow of information etc. Page 115 . and data limitations of the service. more specifically the amount of time and frequency the service will be unavailable due to maintenance and service. and recovery of email services. It should also include maintenance requirements. transaction algorithms or functions.Service Level Management General constraints This section will list the limitations. allowed email types and values are specified for each input. security needed by the service to function. Also. capacity. user interface limitations. virus checking and scanning of email. Input validation strategy. Inputs Describe the inputs to the function. sorting or archiving email. 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. Cited here would be database definitions where relevant. Some examples of functions are: email sending or receiving. states if training is required for use of the system. Other services How does the service interact with other services? Specific Function Descriptions This section is repeated for each function of the service.

and may take the form of a separate document. it is included. accuracy and tolerances. This section can be generic enough to describe simply the User Interfaces to the functions of the service. along with the expected content of each window. timing. Where a user interface description is relevant. nonfunctioning screen shots (such as PowerPoint slides). External Interfaces The interfaces in this section are specified by documenting: the name and description of each item. source or input. destination or output. color scheme. Reports generated are also defined. web interface available. and also other output or input devices such as printers or handheld devices. display formats and organization. screens. units of measure.Service Level Management Outputs This section describes the outputs of the function. Hardware Interfaces Describes the components needed to provide the service. Software Interfaces Page 116 . availability and capacity requirements and any relevant agreements that may impact on the service. This is usually best done via simulated. This section describes all major forms. and how the service will be protected from security issues. Examples of items here would be client interface available. User Interfaces Where necessary. or web pages. Examples of items that could be included are screen resolutions. including any complex dialog boxes. primary font type and size. and options is described. ranges. menus. The navigation flow of the windows. Discussion also includes how input validation will be done. email interface available etc.

Maintainability Page 117 . file import and export. 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. manager. Reliability. 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. PABX. email. Attributes Security Describes where necessary the technical security requirements for the service. intranet. IP telephony etc. engineer/modeler. or scripting.Service Level Management This section describes any software that will be required in order for the service to operate fully. For example. database administrator and which functionality will be accessible to each access level. Includes any developed software or commercial applications that customers will be utilizing together with the planned service. This section should also describe all physical. any password-protected access levels such as operator. Also describes any software that the service will interact with such as operating system platforms supported. organizational and procedural security requirements for the service. firewall requirements and virus software. and Internet communications. Availability. This section will also specify whether the users must provide the interface software and any special licensing requirements. automation. networking.

Service Level Management

This section describes requirement items such as days or weeks of continuous operation, strategy for data recovery, structuring of service for ease of future modification.

Installation and Distribution This section describes the planned method for installation and distribution of releases for the service: done by the user independently, done by customer company internal IT services, done by an external contractor. The section should specify the handling of such items as data transfer from prior releases, the physical storage of hardware and software in conjunction with releases and the presence of software or hardware elements from prior releases.

Usability It is important to describe items that will ensure the user-friendliness of the service. Examples include error messages that direct the user to a solution, user documentation, online help etc.

Additional Requirements Describes other characteristics the service must have, that were not covered in the prior sections.

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, 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.

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Service Level Management

MULTI LEVEL BASED SLA

IT Services
Multi-Level Based SLA Process: Service Level Management
Status: In draft Under Review Sent for Approval Approved Rejected <<your version>>

Version: Release Date:

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Service Level Management

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. However, the reader will certainly be reminded of the key topics that have to be considered. 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. This document provides a basis for completion within your own organization.

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. 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 structure allows SLAs to be kept to a manageable size, avoids unnecessary duplication, and reduces the need for frequent updates. It requires more time to negotiate and obtain agreement than other structures.

Multi-Level based SLA

Advantage

Disadvantage

SERVICE D Customer Customer

Service A Service B Service C

This document was; Prepared by: On: And accepted by: On:

<<date>>

<<date>>

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Service Level Management

(The following form can be used as the Multi-Level Based SLA document. 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, with only salient details)

SLA Information
Areas to address Description of the “agreement” Comments/Examples Brief description of the contents of this SLA Note: the SLA will cover only ONE IT Service, but end users from many areas. Use this section simply as an Executive summary. Unique identifying number for the SLA (for inclusion in the Configuration Management Data Base – CMDB) (see www.theartofservice.com for more details on the Configuration Management process) 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) Time Frame/Notes/Who

Reference number

Owner

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then document that here. Use language that is business user friendly. If you feel that there could be some interruptions to service delivery. Far too often we write descriptions of IT Services in a clinical fashion. with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information”) This is a unique concept to this SLA design template. 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. Areas to address Service Identification Code (this code can be crossreferenced in the Customer information table). instead of “NT Server. These clinical descriptions set an expectation for the customer/enduser about the IT Service. Service Name Comments/Examples A unique reference number for this service. Time Frame/Notes/Who Service Description (Business) (refer to Technical Considerations later in this table) Service Expectation Level Preferably use a name that is common language in the organization (not a technical name).g. (e. Briefly describe the primary function of the service.Service Level Management Specific Service Information (Duplicate the following table for as many services to be covered). because the service is relatively new. However. Page 122 .

Maximum number of errors or reruns. If this is the case. Consider marginally longer support hours (if less than 24) Maximum number of accepted outages.Service Level Management Service Security Considerations Service Target Response priorities Service Target Response time Service Support Hours (Availability) Service Out of Hours support procedure Service Charging policy Service Metrics for performance Service Breach Clause Briefly list any considerations regarding security considerations for this service. Are the in hours support staff the same as out of hours? Phone numbers and what information will be required when support is called. Minimum percentage availability. with a description on the type of service that each priority level should receive. Here we document the agreed response time for the different priority levels set. then the penalties for failing to meet the Page 123 . Are there any differences in the level of accessibility for different people/roles for this service? (try to use role descriptions – instead of names)? If the SLA accommodates different priorities they must be listed here. What does the user do if the nominated person is not available? 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? 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.

The process for reviewing the SLA and who is involved. then simply remove this line.Service Level Management Continuity Considerations (should be linked to the IT Service Continuity Plan) SLA Validity period SLA Review Procedure Version Control Information UC Cross references OLA Cross references Technical considerations stated metrics must be listed here. 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. If the SLA is not to have a penalty focus. Notes & Comments Page 124 . If the agreed support hours cannot be met. Duration that this SLA is expected to remain in place before it is reviewed. It is more likely however. Cross-referencing to the IT Service Continuity Plan is also required. SLA Creation Date SLA Last Modify Date Reference number to related and closely coupled UCs Reference number to any closely coupled agreements with internal IT department In this section you can describe any technical considerations that are essential to document. then it is necessary to invoke a continuity option for this service. that you will include here a link to the Service Catalog or Technical Specification.

THIS TEMPLATE HOWEVER. Page 125 . the SLA for this service may be only for particular function holders that are spread throughout the organization). However.Service Level Management Customer Information (Duplicate the following table for as many customers to be covered). Areas to address Customer definition Comments/Examples List and/or describe the customers that are included in this SLA. 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 most likely that the customers will be all endusers of IT services in the organization. Description of Service and/or Service identification code/s Time Frame/Notes/Who Applicable Services NOTE: THERE CAN BE NO SINGLE CORRECT DEFINITION OF AN SLA THAT WILL COVER ALL SITUATIONS FOR ALL ORGANIZATIONS.

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Service Level Management SERVICE BASED SLA IT Services Service Based SLA Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> Version: Release Date: Page 127 .

FOR A SINGLE SERVICE. Inability to satisfy the customers that have differing requirements of the service being addressed.Service Level Management 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. 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. the reader will certainly be reminded of the key topics that have to be considered. However. This document provides a basis for completion within your own organization. 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. Customer A Advantage Service based SLA Disadvantage Service Customer B Customer C This document was. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 128 . 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. Just one SLA document could be agreed for all Customers/end users of a single service.

com for more details on the Configuration Management process) Functional role description of who is responsible for this SLA (who would participate in a review of this document?). Areas to address Description of the “agreement” Comments/Examples Brief description of the contents of this SLA Note: the SLA will cover only ONE IT Service. Representatives from customer and IT. 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).Service Level Management The following form can be used as the Service Based SLA document. Use this section simply as an Executive summary. 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. with only salient details.theartofservice. (Special tip: Avoid using names as it dates the document quickly) Preferably use a name that is common language in the organization (not a technical name). Unique identifying number for the SLA (for inclusion in the Configuration Management Data Base – CMDB) (see www. Time Frame/Notes/Who Reference number Owner Service Name Page 129 . but end users from many areas.

Use this section to set the expectations of the reader. instead of “NT Server. These clinical descriptions set an expectation for the customer/end-user about the IT Service. with a description on the type of service that each priority level should receive. Use language that is business user friendly. Service Expectation Level Service Security Considerations Service Target Response priorities Page 130 . 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. then document that here. However.Service Level Management Service Description (Business) (refer to Technical Considerations later in this table) Briefly describe the primary function of the service. because the service is relatively new. Briefly list any considerations regarding security considerations for this 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)? If the SLA accommodates different priorities they must be listed here. with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information”) This is a unique concept to this SLA design template. (e. Quite often the description is interpreted by the reader in a way not intended by the writer. Far too often we write descriptions of IT Services in a clinical fashion.g.

What does the user do if the nominated person is not available? 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? 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. Are the in hours support staff the same as out of hours? Phone numbers and what information will be required when support is called.Service Level Management Service Target Response time Service Support Hours (Availability) Here we document the agreed response time for the different priority levels set. then simply remove this line. Maximum number of errors or reruns. Minimum percentage availability. Service Out of Hours support procedure Service Charging policy Service Metrics for performance Service Breach Clause Page 131 . If the SLA is not to have a penalty focus. If this is the case. then the penalties for failing to meet the stated metrics must be listed here. Consider marginally longer support hours (if less than 24) Maximum number of accepted outages.

Service Level Management Continuity Considerations (should be linked to the IT Service Continuity Plan) If the agreed support hours cannot be met. It is more likely however. then it is necessary to invoke a continuity option for this service. SLA Validity period SLA Review Procedure Version Control Information UC Cross references OLA Cross references Technical considerations Notes & Comments Page 132 . The definition of when this invocation should occur will be listed here. Cross-referencing to the IT Service Continuity Plan is also required. The process for reviewing the SLA and who is involved. Special Tip: Avoid using people’s names and use role descriptions to avoid dating the document. that you will include here a link to the Service Catalog or Technical Specification. Duration that this SLA is expected to remain in place before it is reviewed. SLA Creation Date SLA Last Modify Date Reference number to related and closely coupled UCs Reference number to any closely coupled agreements with internal IT department In this section you can describe any technical considerations that are essential to document.

However. Time Frame/Notes/Who NOTE: THERE CAN BE NO SINGLE CORRECT DEFINITION OF AN SLA THAT WILL COVER ALL SITUATIONS FOR ALL ORGANIZATIONS. THIS TEMPLATE HOWEVER.Service Level Management Customer Information Areas to address Customer definition Comments/Examples List and/or describe the customers that are included in this SLA. the SLA for this service may be only for particular function holders that are spread throughout the organization). Page 133 . It is most likely that the customers will be all endusers 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.

Service Level Management Page 134 .

Service Level Management CUSTOMER BASED SLA IT Services Customer Based SLA Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> Version: Release Date: Page 135 .

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 reader will certainly be reminded of the key topics that have to be considered. An agreement with an individual Customer group. Prepared by: On: And accepted by: On: Advantage Customer based SLA Disadvantage <<date>> <<date>> Page 136 . say. An agreement with an individual Customer groups could cover all of the services they use. covering all the services they use. 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). An inability to deal with differing requirements amongst users in the same customer group. agreements may be reached with an organization’s Finance Department covering. However. For example. the Accounting System. the Finance System. Service A Customer Service B Service C This document was. The customer based SLA is usually preferred by customers as it allows a single document to cover all the IT Services that they use. This document provides a basis for completion within your own organization. the Payroll System. the Procurement System and any other IT systems that they use.Service Level Management 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. the Billing System.

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.theartofservice. (Special tip: Avoid using names as it dates the document quickly) List and/or describe the customers that are considered for in this SLA. Time Frame/Notes/Who Reference number Owner Customer definition Page 137 . With regard to Customer Based SLA the following points should be addressed: Overall SLA Information Areas to address Description of the “agreement” Comments/Examples Brief description of the contents of this SLA Note: the SLA may cover several IT Services.com for more details on the Configuration Management process) Functional role description of who is responsible for this SLA (who would participate in a review of this document?) Representatives from customer and IT. Do not try to describe each service here.Service Level Management The following form can be used as the Customer Based SLA document. Use this section simply as an Executive summary. with only salient details. Unique identifying number for the SLA (for inclusion in the Configuration Management Data Base – CMDB) (see www.

Use language that is business user friendly.Service Level Management SLA Validity period Duration that this SLA is expected to remain in place before it is reviewed. instead of “NT Server. Briefly describe the primary function of the service. (e. Quite often the description is interpreted by the reader in a way not intended by the writer. Far too often we write descriptions of IT Services in a clinical fashion. These clinical descriptions set an expectation for the customer/end-user about the IT Service. Special Tip: Avoid using people’s names and use role descriptions to avoid dating the document. Time Frame/Notes/Who Service Description (Business) (refer to end of table for technical considerations) Service Expectation Level Page 138 . with 2Gb RAM and 500Gb of disk storage” – we would say “large central server designed for all customers to use and share information”) This is a unique concept to this SLA design template. SLA Creation Date SLA Last Modify Date SLA Review Procedure Version Control Information Specific Service Information (Duplicate the following table for each service to be covered in this SLA).g. Areas to address Service Name Comments/Examples Preferably use a name that is common language in the organization (not a technical name). The process for reviewing the SLA and who is involved.

Are there any differences in the level of accessibility for different people/roles for this service? (try to use role descriptions – instead of names)? If the SLA accommodates different priorities they must be listed here. then document that here. What does the user do if the nominated person is not available? 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 Target Response priorities Service Target Response time Service Support Hours (Availability) Service Out of Hours support procedure Service Charging policy Page 139 . because the service is relatively new. Here we document the agreed response time for the different priority levels. However. Maximum number of errors or reruns. Consider marginally longer support hours (if less than 24) Maximum number of accepted outages.Service Level Management Use this section to set the expectations of the reader. Service Security Considerations Briefly list any considerations regarding security considerations for this service. Minimum percentage availability. If you feel that there could be some interruptions to service delivery. remember that using the reason “new service” has only a limited lifespan. with a description on the type of service that each priority level should receive. 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 it is necessary to invoke a continuity option for this service. The definition of when this invocation should occur will be listed here. Reference number to related and closely coupled UCs Reference number to any closely coupled agreements with internal IT department 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. It is more likely however. then simply remove this line. If the agreed support hours cannot be met. If this is the case. Continuity Considerations (should be linked to the IT Service Continuity Plan) UC Cross references OLA Cross references Technical considerations Notes & Comments NOTE: THERE CAN BE NO SINGLE CORRECT DEFINITION OF AN SLA THAT WILL COVER ALL SITUATIONS FOR ALL ORGANIZATIONS. Page 140 . that you will include here a link to the Service Catalog or Technical Specification. 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. If the SLA is not to have a penalty focus. THIS TEMPLATE HOWEVER.Service Level Management Service Metrics for performance Service Breach Clause 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. then the penalties for failing to meet the stated metrics must be listed here.

Service Level Management

UNDERPINNING CONTRACTS

IT Services
Underpinning Contracts Process: Service Level Management
Status: In draft Under Review Sent for Approval Approved Rejected <<your version>>

Version: Release Date:

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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. However, the reader will certainly be reminded of the key topics that have to be considered.

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. This document provides a basis for completion within your own organization.

There is a common misconception that the Service Level Management Process owner must be a member of the IT Department. This is not the case and quite often the best person for the role is someone with no bias towards IT. For example, a Human Resource Manager would do well in a role that has such a high degree of communication required.
This document was; Prepared by: On: And accepted by: On: <<date>> <<date>>

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(The following form can be used as the UC document. 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, with only salient details)

With regard to UNDERPINNING CONTRACTS (UCs) the following points should be addressed:
Areas to address Link to parent Service Level Agreement Description of Service UC Reference number Comments/Examples Cross reference to the “parent” SLA. Brief description (should be taken from SLA) Unique identifying number for the UC (for inclusion in the Configuration Management Data Base – CMDB) (see www.theartofservice.com for more details on the Configuration Management process) 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) Within the external provider there may be different functional parties involved. List them here with a brief description of their involvement. 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. Consider quicker response time to allow for delays Time Frame/Notes/Who

UC Owner

UC Parties involved

UC Target Response priorities (reflected in parent SLA)

UC Target Response time (reflected in parent SLA)

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

UC Charging policy (reflected in parent SLA)

UC Metrics for performance (reflected in parent SLA)

UC Cross references

OLA Cross references

UC Validity period

UC Review Procedure

Version Control Information Notes & Comments

Consider marginally longer support hours (if less than 24) 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? 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? 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? Reference number to other closely coupled UCs Reference number to any closely coupled agreements with internal IT department Duration that this UC is expected to remain in place before it is reviewed. 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. UC Creation Date UC Last Modify Date

(Duplicate the above table for the number of UCs to be created) Page 144

Service Level Management SERVICE OPTIONS IT Services Process: Service Level Management Service Options Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> Version: Release Date: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Page 145 .

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 146 . IT Service Delivery Manager <first name.Service Level Management 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. last name>. last name>. last name>. IT Services Manager <first name.

Related Documentation Include in this section any related Service Level Management reference numbers and other associated documentation: • • • • SLM1200 SLM Implementation Plan / Project Plan SLM1300 SLM Policies.Service Level Management 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 SLM1700 SLM Process Template SLM2200 Service Catalogue Page 147 .

This document is to be used in conjunction with SLM2200 Service Catalogue. The below table should be created for each individual service offered in the SLM220 Service Catalogue Page 148 . 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. 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.Service Level Management Executive Overview Note: The intent of this document is to provide a simple break down of options available for IT Services. Service Level Management Overview Summarize the organization definition for crucial Service Level Management components here.

Page 149 . Terminology Make sure that all terminology is captured and documented correctly.Service Level Management 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.

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Service Level Management PRICE LIST IT Services Price List Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> 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 151 .

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. This document serves as a GUIDE FOR DETERMINING THE PRICE OF IT SERVICE DELIVERY TO CUSTOMERS. This document can be read in conjunction with: Service Catalog (which is where summary pricing information is presented). Prepared by: On: And accepted by: On: <<date>> <<date>> Page 152 . However.Service Level Management 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. This document was.

then behaviours will change and demand will decrease.Service Level Management There are three considerations to review when looking to establish the prices for IT Services that are delivered. These considerations are: 1) The degree of IT costs that are expected to be recovered. 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. when budget funds cannot support requirements. 3) Budget influence Careful and well articulated pricing for IT Services allows better predictions regarding the expected budget required for a future time period. 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. Of course. Such a decision will generally come from a business policy regarding cost recovery for other shared services. For example if Human Resources aim to recover all costs from the departments or user groups it supports. This positive influence helps to reduce the number of unexpected surprises that can often happen. it is likely that this will also apply to IT. Once services start to cost. 2) The degree that IT wants to change consumption patterns of Customers and Users There is no surer thing. Page 153 . the major challenge of looking to use pricing to influence (drive down) consumption is the major resistance that can be expected.

Mail items in the “in-box” E-mail sent Network connection to mail server Personal Computer Internet connection 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. 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. or. 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”).Service Level Management Chargeable Item (examples) Sales transaction Ancillary Services Network connection Personal Computer File server processing Cost basis Simple cost per transaction. but they are not expected to transfer funds from their cost centers to the IT department. Page 154 . 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. Cost per size of transaction Per unit. or. Nominal charging allows customers to see the costs of the IT Services they consume. While this may be the case. or. Stored limit. or. This method can have a low impact. the affect on behavior may be negligible. Cost per speed of processing.

Search for any instance of << or >> as your input will be required.Service Level Management SERVICE CATALOG IT Service Management Service Catalogue <<YOUR LOGO HERE>> Prepared by: <<PREPARATION NAME>> Prepared for: <<RECEIPIENT NAME. Does the Service Catalog have a limited life span.g. Page 155 . GROUP. indicate that here. COMPANY>> Date: <<DATE OF VALIDITY>> Special notes: e. if so.

Therefore it has become imperative for the IT department to establish an accurate picture of the services it provides. Unfortunately this growth has not always been as structured and pre-planned as it needs to be. is it because Service Level Agreements are to be developed based on the service catalog?. This can be done through a comprehensive IT Service Catalogue. This has resulted in the IT department not having a very clear picture of all the services they currently provide with no accurate profile of the actual customers for each of these services.g. who are better able to describe what they see as “services” than an IT person. is it seen as a competitive advantage?>> Page 156 . If there is an asset register or configuration management database (a concept from the ITIL Configuration Management process) these are good sources of information. The Service Catalog must be developed in conjunction with customers. ISO Accreditation>> Executive Overview In the past organization’s IT Services have generally grown and developed into large complex environments. <<The specific reason for you to develop this document should be written in this section. Was it a result of a customer enquiry?.Service Level Management Version number Owner Location Date <<Any industry associated logos or ISO stamp or other Quality system related indicators (e.

Scope It is imperative to determine the scope of the document. Don’t think that everyone will be able to clearly understand what you see as the scope of the document. The Service Catalogue will provide a summary of the service characteristics. The Service Catalogue will list all of the IT services currently being provided to our organization. What will be included in the document and why. and details of the users and those responsible for ongoing maintenance of each service. perhaps you have been advised to write a service catalog on all services except those in a mainframe environment. and what will not be included in the document and why. List these sort of things in bullet points for easier readability>> Restriction 1 Text description Restriction 2 Text description Page 157 . The above words are generic and can be tailored to suit your organization. Any restrictions and assumptions you make in developing the document should be listed here. the scope section should determine the definition of a Service. It is also advisable to establish a common understanding of some of the terminology used throughout the document. For example.Service Level Management The Executive Overview should establish the reason for this documents existence and its benefit back to the business. or group of users. <<Restrictions & Assumption – you may only be documenting services for a specific business unit.

Page 158 .theartofservice.Business and IT Service Mapping>> <<Important note: This is a crucial document and information regarding this document should be held in the company Configuration Management database.com>> Service Summary Sheet In this section list all Service and the customers that they apply to. a service will be defined as the following: One or more IT Systems which enable a business process <<To learn more about Business Processes SLM1400 . This page/s is a useful check list to take to negotiations regarding service delivery.Service Level Management Restriction x Text description Assumption 1 Text description Assumption 2 Text description Assumption x Text description For the purpose of this document. Configuration Management is an ITIL process – refer to the Product set CONMGT @ www. This section of the Service Catalog indicates the names of the services that will be expanded in later sections and the end users of these services.

This description should be easy to read and written in a non-technical manner. as that comes in the following sections>> Remember for each service listed here you need to duplicate the following section (section 5) that number of times. Email Eg. but you may have alternative names for the user groups. Page 159 . Accounts System Eg. Intranet Eg.Service Level Management to determine if there are new services or others that should be renamed to more accurately reflect their purpose.The “customers” are generally described as functional groups. Customers Service SERVICE A Eg. Don’t expand on the description of the services here. <<Description of Customers . Internet Service x Service x Service x Accounts Sales Marketing Legal Production Retail Service A Description In this section provide a detailed description of the Service being provided.

theartofservice. Have a look at the Financial Management for IT Services (FINMGT) at www. A dependency can be either another Service that is reliant on this service OR it can be the fact that THIS service is Page 160 . Options Option Type Gold Silver Bronze Availability Response Capacity Recovery Options Service Times Price List In this section you should list all charging and cost information that makes up this service. PLEASE NOTE THAT THE FOLLOWING TABLE CAN BE MODIFIED BY YOU OR PUT ONTO A SEPARATE PAGE/SECTION AND PUT INTO A LANDSCAPE VIEW FOR EASIER READABILITY.Service Level Management Customers In this section provide a list of customers that currently use this service. <<Important note. Pricing is an area that most organizations try to avoid when it comes to provision of IT Services. <<List the dependencies for this service.>> Dependencies & Contributors List all other services that may depend on this particular service. However. pricing can have some very powerful behavioral change benefits.com.

then it may be likely that the Customer relationship database is used to provide billing details for invoices. in our example – the Customer relationship database would describe how it is a contributor to the Accounts Payable system). OLA and Underpinning contracts are all elements of the Service Level Management ITIL process – refer to products SLM1901/2/3.Service Level Management reliant on another service. if you are describing the accounts payable system/service. In whole or in part the different dependencies should be listed in this section>> <<For example. (Note the SLA. it may be that the Customer relationship database is supported by a specialized group of IT staff. It is a contributor. The final three columns of this table allow you to cross reference to any other agreements that support the dependency or contributor relationship. Using our Customer relationship database to Accounts Payable system.com>> Dependant Description Service Impact on Service A Dependant or contributor Service Operational Underpinning Level Level Contracts Agreement Agreement # # Page 161 .g. and SLM2100 at www. In such a case we may create an Operational level Agreement (OLA) with them so that they can understand the importance of the relationship). SLM2000.>> <<In the table below you can describe the dependencies (note that there should always be a corresponding dependency relationship described in another service description (e. In this case the Accounts payable service is dependent on the customer relationship database – it is dependent on it for billing address details).theartofservice.

Service Level Management Page 162 .

>> Technical Specification Include in this section any technical information that is pertinent to the Service. tax codes and other information. Think of describing the technical specification of the service to a person who does not have a very good understanding of IT.itilsurvival. for more complicated relationships you would use the Functional Specification template (ref: SLM2201 @ www.Service Level Management Functional Specification Include in this section any references to additional Functional Specifications for this service. payroll numbers. <<Be cautious about the level of detail you include on the technical details of the service.com)>> <<For instance you may have a system that holds information about employees. With this example. For example: Instead of WAN distances Server You might use Computers connected together over long Central computer that holds information that can be accessed by many people RAM The ability of the computer to perform many different functions at the same time Page 163 . This should be simple to read and understandable by non-IT literate people <<For relatively simple processes you can describe how different services connect and work together. it is easy to see what the primary and secondary functions of the service are. This section may point to additional documentation. It may also be used as a source of names for the local blood bank to contact for support. addresses. It may have names.

If there are major scheduled outages for this service. Can they e-mail and phone? Is there a set Service Desk or Call Centre phone number? Be cautious about putting an actual phone number in this document. Support Activities Included in this section any supporting activities that need to occur to maintain the service. <<You can simply list known times of outage or insert a table>> <<You also need to list how the end-user receives support for this service. The FSC is a concept described under the ITIL Change Management process (see product CHG7700 Forward Schedule of Changes Template). This would include scheduled maintenance times etc. Page 164 . in some cases there may be an extension of functionality that other customers do not require or use. etc. then they should also be referenced in the Forward Schedule of Changes (FSC). Customizations or Variants Within any organization there MAY BE scenarios where a particular service will be delivered at different levels for different customers. You are best of simply describing the number to call (e.g. Call the IT Service Desk) and then rely on wall posters. to promote what that actual number is). For instance.Service Level Management MHZ The speed at which the computer should be expected to perform different tasks. other marketing. Perhaps the service will be unavailable at certain times of the time or days of the week. etc. This is because if the number changes this document is out of date.

REMEMBER HOWEVER THAT THIS SECTION CAN BE OPTIONAL. Contract SLA # SLA Type Corporate Based Customer Based Service Based Customer <<The type of SLA can be generally categorized in to one of these three types. Whether you leave these descriptions in the document is optional>> Corporate Based: covering all the generic Service Level Management (SLM) issues appropriate to every customer throughout the organization. This service has some variants from what could be considered as the baseline. Page 165 .Service Level Management In these instances it is best to capture all variants for all customers under the original service. Service Version Customer Description Availability Response Capacity Recovery Options Service Times Existing SLAs Cross reference to any existing Service Level Agreements (SLAs) and contracts associated with this particular service. Descriptions are provided below. PLEASE NOTE THAT THE FOLLOWING TABLE CAN BE MODIFIED BY YOU OR PUT ONTO A SEPARATE PAGE/SECTION AND PUT INTO A LANDSCAPE VIEW FOR EASIER READABILITY.

Terminology Make sure that all terminology is captured and documented correctly. week. Page 166 .Service Level Management Customer Based: covering all SLM issues relevant to the particular Customer group. in relation to this specific Customer group (one for each service covered by the SLA). then you would detail those restrictions here. Restrictions If this service is restricted to a certain group or for use at certain periods of time. month. etc. regardless of the service being used. Appendices Include any applicable appendixes that are needed. Service Based: cover all SLM issues relevant to the specific service. Remember to keep the description brief.

Service Level Management Page 167 .

Service Level Management COMMUNICATION PLAN IT Services Communication Plan Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> Version: Release Date: Page 168 .

Service Level Management 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. However. from one or more modules if and when appropriate. This document provides a basis for completion within your own organization. This document was. This document serves as a GUIDE FOR COMMUNICATIONS REQUIRED for the Service Level Management process. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 169 . This document contains suggestions regarding information to share with others. This will allow the reader to pick and choose information for e-mails. the reader will certainly be reminded of the key topics that have to be considered. The document is deliberately concise and broken into communication modules. flyers. etc.

Helps us to more effectively manage our expenditure on IT. be cautious of using generic words.com for competitive quotation). Cite specific examples from your own organization that the reader will be able to relate to (to help develop specific examples contact service@theartofservice. However. To: On: By: On: <<date>> <<date>> Page 170 . Assists with protecting against illegal or unauthorized software.Service Level Management Initial Communication Sell the Benefits. The above Communication module (or elements of) was/were distributed. WHY? It is here that we need to promote and sell the benefits. Allows us to more carefully control the valuable IT infrastructure. This is important because… In recent times our control on IT has… Apart from the obvious benefits. a new way of working. the IT department in recent times has… A recent example of … saw the individual and the company face severe penalties. 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. Generic Benefit statements Specific Organizational example CM provides accurate information on our IT components.

Always bear in mind the “so what” factor when discussing areas like goals and objectives. The Goals of Service Level Management can be promoted in the following manner. 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. Official Goal Statement: Through a process of continual negotiation. To: On: By: On: <<date>> <<date>> Page 171 .Service Level Management Service Level Management Goals The Goals of Service Level Management. The above Service Level Management Goals module was distributed. 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). 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”. Provide relevant reports to nominated personnel. • (Special Tip: Beware of reporting only to Managers. • 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. 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.

They will be curious as to why staff have a sudden interest in trying to develop an understanding regarding what they need from IT. 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 organization) Evaluation (review) • Evaluate the service provision with the customer • Match & customize: adjust service provision if required? (SIP. Definition Matching & customizing (with the customer) of the right service provision against the right costs: • Service Catalogue • Demands of the customer (Service Level Requirements). so consider different strategies to overcome this initial skepticism. Agreement (Defining and signing SLA/s) • Service Level Agreements. Identification • Analyzing current services and Service Level Requirements • Recording the current service provision in a Service Catalogue. There could be an element of suspicion. To: On: By: On: <<date>> <<date>> Page 172 . SQP) • Match & customize: adjust SLA if required? Information regarding activities was distributed.Service Level Management Service Level Management Activities Intrusive & Hidden Activities The list of actions in this module may have a direct impact on end users.

To: On: By: On: <<date>> <<date>> Page 173 . 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. adapting and revising of services Service Spec Sheets = Service Specifications Connection between functionality (externally / customer focused) and technicalities (internally / IT organization focused) Service Catalogue Detailed survey of available services Detailed survey of available service levels Derived from the Service Spec Sheets.Service Level Management Service Level Management Deliverables Outputs of the Process There are a variety of output documents that should be visible to the customer and end-user. Outlining these will allow the use of common terms – which enhances the overall communication process. SLR = Service Level Requirements Detailed recording of the customers’ needs Blueprint for defining. 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 realized SIP = Service Improvement Programme / Plan Actions.

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. many organizations have a negative perception of the function of the IT Department. Details regarding the cost of Service Level management were distributed. (Set-up) The costs of implementing Service Level Management will be outweighed by the benefits. A well run Service Level Management process will make major inroads into altering that perception. Failure to deliver acceptable services will only add to any poor perceptions and start business people questioning the value of IT. Failure to convince people of the benefits will mean total rejection of associated costs. To: On: By: On: <<date>> <<date>> Page 174 . costs fall under several categories: • Personnel – audit verification staff. For example. If required.Service Level Management Service Level Management Planning Costs Information relating to costs may be a topic that would be held back from general communication.

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Service Level Management 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 <<your version>> 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 176 .

IT Services Manager <first name. last name>. IT Service Delivery Manager <first name.Service Level Management 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>. 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 177 . last name>.

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. 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 Page 178 . 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.Service Level Management 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.

the first step in mapping IT Services to the needs of the business is to understand the organization. When the IT services are so critical. it has become imperative for the IT department to establish an accurate picture of the services it provides and to whom it provides them. Mapping Business Process and IT Service: An approach Most organizations now understand the benefits of having Information Technology (IT) throughout their structure. Few realize the potential of truly aligning the IT department’s objectives with the business objectives. more and more organizations are beginning to recognize IT as being a crucial delivery mechanism of services to their customers. However. Unfortunately this growth has not always been as structured and pre-planned as it should have been. This document describes an approach for mapping IT Services to the Business Process. and with no accurate profile of the actual customers for each of these services. Page 179 . mapping what services are provided by IT to the business areas that use them. In line with this concept. steps must be in place to ensure that the IT group adds value and delivers consistently. With increasing demands being placed on IT services and increasing reliance on IT systems. The result has been an IT department not having a very clear picture of all the services they currently provide.Service Level Management • • Relevant Functional Specification documentation Relevant User Guides and Procedures Executive Overview In the past organization’s IT Services functions have generally grown and developed into large complex environments. That is.

then we can start looking at how its short term and long term objectives align with this. Therefore. The Mission Statement for an organization defines its reason for being. and being flexible enough to meet these demands. IT departments are more likely to be aware of the pressing business issues and needs that may impact on the services that they provide.Service Level Management An organization starts with a Mission Statement. The direct impact on IT departments would be the successful planning of capacity of new IT Services. At this point we need to see the “objectives and strategy” of the organization. This is where the IT departments need to capture the Business Processes being used by the organization. or perhaps a new billing process needs to be implemented to meet these objectives. However. For example. the organization may have an objective of expanding its business into new markets within the next 12 months. The organization will meet these objectives by changing. if the current business processes are changing or if they are becoming obsolete and if there will be any new business processes. after capturing the organizational objectives. The Vision Statement defines where it is that the organization wants to go. a new ordering package may be required. By understanding where the organization wishes to position itself within its market space. we need to understand how these map to current business process. requiring additional offices and staff. For example. By having this information. Page 180 . the next thing to look at is the Vision Statement. an objective is not sufficient enough to determine how IT departments should be delivering its services. enhancing or creating new business processes. Administration staff may need additional resources. the successful planning of how to change our current services to meet the demands of the business. Once we capture the Mission Statement.

This is where IT departments now map the IT Services to those Business Processes listed above. In this section of the document capture the mission statement of the organization. Page 181 .Service Level Management Once the IT departments have a clear view of each of the business units involved in the business process. we need to capture the fact that the business processes need one or more IT services (e.g. With this information IT Departments will now be able to clearly see how their IT Infrastructure / IT Services supports the business. email. • • • 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? Mission Statement A mission statement describes the reason for the organization’s being. CRM application. A simple model for this approach is illustrated below. word processing. It is important to show that the IT department is aware of the business. This allows IT to better deliver IT aligned Services to the organization. financial tools) to function. it becomes hard to define what it is that the organization is trying to achieve. Without an understanding of the mission statement of an organization. Each of these IT services runs on IT infrastructure.

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>>. document the Vision statement for the organization. A more detailed breakdown of each process name is provided in the following pages. we constantly strive to provide the highest-quality service throughout the xxxxxxxx. << 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: Department(s): A brief description of the process The Department(s) that is involved or uses this process Parent 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 Page 182 . Columns and Rows can be added as needed.Service Level Management Vision Statement In this section. With over xxx services and xxx staff. >> Business Process Summary The below table is an example of a Business Process Summary Table. Below is a text example of what may be included in this section.

and official abbreviation. >>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. Description Briefly explain the purpose of the business process. and explain if necessary. if any Primary Product(s) List the primary product(s). Department Name of the department Process Name of the process. Parent Business Activity/Process Name of the parent business activity or process. Identify the customer for each primary product.Service Level Management Services interact with other business process or external organizations. if any Process Owner Name of the Department head or person responsible for ensuring the effectiveness and efficiency of the process. Page 183 .

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Trigger(s) List the event(s) that trigger the process. (Triggers can be a calendar date, as well as an actual event.)

Sub-processes If the process is subdivided, list the sub-processes here.

Standard Path Events/Activities List the important activities and/or events that occur as part of the standard path for this process. If an activity or event occurs in a specific sub-process, identify the sub-process that includes the activity/event. 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, beginning with a note on where the alternative path breaks off from the standard path, and ending with a note on where the alternative path rejoins the standard path, if it does. If an activity or event occurs in a specific sub-process, identify the sub-process that includes the activity/event.

Inputs List the inputs to the process, and explain if necessary. Identify the source of the input. If the input is specific to a sub-process, identify the sub-process.

Secondary Products List the by-products, or minor outputs that result from the process. Identify the customer for each output. If the secondary product is specific to a subprocess, identify the sub-process.

Participants

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List the participants (actors) in the process, and explain their function briefly. If the participant is active only in a specific sub-process, identify the subprocess. IT Services The following section provides a table for capturing those IT Services that help support the business process described in this section. << Fields: •

IT Service:

In this field capture the name of the IT Service. A likely source of for this information would be the IT Service Catalogue.

• •

Description: IT Service Owner:

Write a brief description about the service. List any responsibilities for this IT Service. This would include the owner of the IT Service and any additional support personnel that are involved in the delivery of the IT Service.

Hours of Availability:

List the hours of support for the particular IT Service. Eg. 24 hours x 7 Days per week, Monday – Friday: 8.00am – 6.00pm, etc.

Contract:

Is the IT Service provided under the agreement of a contract? If so, it is important to capture any contracts that may be in place for the IT Service. Contracts will have a direct impact on how the IT Service is delivered.

• •

Service Level Agreements:List any applicable SLAs for the IT Service. Impact: If the particular IT Service was unavailable, how would this impact on the Business Process.

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This table should be used on a landscape page layout.

IT Service

Description

IT Service Owner

Hours of Availability

Contract

Service Level Agreements

Impact

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

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These values may be defined within the Service Catalogue or the Service Level Agreements. The Business Owner may be hard to define in an organization. Page 189 . In most instances each department will rate their business processes Critical or Very High. the impact of the service on the business process and the agreed service hours. 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. The table breaks down the IT Services and offers you the ability to capture the owner of the IT Service. The Business Rating is also an arbitrary value that the business needs to agree upon. If necessary add or remove rows and columns as needed. This is a comprehensive summary table designed to be tailored for your needs. A simpler matrix may be just as effective for your needs. and the business rating.Service Level Management Business Process and IT Service Summary This section provides a summary matrix table of the business processes and their corresponding IT Services. 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 owner of the process. The impact is an arbitrary value that IT and the business need to agree upon. in this instance there maybe a number of owners of the process which would generally be made up of the Department heads.

documentation. policies.Service Level Management IT Services Business Process A Business Process B Department Owner Business Department Owner Business Rating Rating Admin <<Business Medium Accounting <<Business Very High Process Process Owner>> Owner>> Owner Service A Service B Service C Service D <<IT Service Owner>> Impact Very High Service 24 x 7 Hours Owner <<IT Service Owner>> Impact High Service Mon-Fri: Hours 8am 6pm Owner <<IT Service Owner>> Impact Medium Service Mon-Sat: Hours 6am 6pm Owner <<IT Service Owner>> Impact Low Service Mon-Fri: Hours 6am 10pm Appendices List any appendices needed in conjunction with this document. software. etc. Terminology IT Infrastructure: includes hardware. procedures. Page 190 .

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Service Level Management REPORTS KPI’s AND METRICS IT Services Reports and KPI Targets Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> Version: Release Date: Note: SEARCH AND REPLACE <<Organization name>> Page 192 .

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 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 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. This document was. This document serves as a GUIDE ON SUITABLE KEY PERFORMANCE INDICATORS (KPIs) and REPORTS FOR MANAGEMENT for the Service Level Management process. Prepared by: On: And accepted by: On: <<date>> <<date>> Page 193 . The metrics demonstrated are intended to show the reader the range of metrics that can be used. However. This document contains suggestions regarding the measures that would be meaningful for this process.

etc. the “how” question can be answered with metrics and measurements. While there can be no set guidelines presented for the timing/when of these reviews. cost and “nuisance factor” need to be accounted for. Page 194 . This is why the process owner must have the conviction to follow through on assessments and meetings and reviews. but these fall away very rapidly. With regard to timing of reviews then factors such as resource availability. SMART is an acronym for: Simple Measurable Achievable Realistic Time Driven Metrics help to ensure that the process in question is running effectively. Many initiatives begin with good intentions to do regular reviews.Service Level Management 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. Establishing SMART targets is a key part of good process management. If the process manager feels that reviews are too seldom or too often then the schedule should be changed to reflect that.

it indicates that SLAs are more than just a document. The percentage of targets relating to Service delivery being met. Time Frame/Notes/Who Meetings held (on time) to review performance Costs of Service Delivery decreasing. Page 195 . Expressed as a percentage. It may even be better to use absolute values when the potential number of maximum failures is less than 100.Service Level Management With regard to SERVICE LEVEL MANAGEMENT the following metrics and associated targets should be considered: Key Performance Indicator Target Value (some examples) The percentage of Underpinning contracts and OLAs in place that are supporting Service Level Agreements. 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. but have been extended into related agreements with internal and external providers. A reducing number here may be a good indication or at least the number should be stable.

Operational or Tactical. Setting a security level on certain reports may be appropriate as well as categorizing the report as Strategic. recruitment and training required. “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. Human resource reporting including hours worked against project/activity (including weekend/after hours work).Service Level Management Reports for Management Management reports help identify future trends and allow review of the “health” of the process. simple notes on reviews of same completed. The acid test for a relevant report is to have a sound answer to the question. but then plateau) 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. Relevant Financial information– to be provided in conjunction with Financial Management for IT Services Time Frame/Notes/Who Page 196 . Analysis and results of meetings completed The situation regarding the process staffing levels and any suggestions regarding redistribution. Simple breakdown of new SLA/OLA/UCs created.

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Service Level Management BUSINESS AND IT FLYERS IT Services Process: Problem Management Business and IT Flyers Stat us: In draft Under Review Sent for Approval Approved Rejected <<your version>> Ver sion : Rel eas e Dat e: Note: SEARCH AND REPLACE <<Organization name>> Search for any << or >> as your input will be required Also review any yellow highlighted text Page 198 .

They are designed to be displayed in staff rooms. they are examples. Remember. the important thing is to ensure that the message delivered in the flyer is appropriate to the audience that will be reading it.Service Level Management Introduction The following pages provide 2 examples of flyers that can printed and distributed throughout your organization. and your input is required to complete the flyers. Note. Page 199 . So think about how and where you will be distributing the flyers.

This could be anyone who might benefit from the information it contains. IT employees or business staff. The most exciting element of the program is the Proactive activities. New processes will be in place to head off potentially damaging.>>   • Proactive Approach   • Removal of Known   Errors. Traditionally our focus has been on fixing errors as they occur. • Few er incidents     • Increased confidence           • <<other   points>>           THE BENEFITS List the benefits to the intended audience.Service Level Management               Problem Management  IT Services Department  Key Points: Wanted: Long Term Stability The IT Department is embarking on a Problem Management implementation Program. Provide contact lists for the IT Department as well as the business managers that they can contact. costly and time consuming errors in advance. Problem Management is a set of activities designed to remove errors from the IT infrastructure. <<First. Error Control To identify the cause Proactive activities To prevent potential issues CONTACTS List the contacts Input any graphics in here Page 200   . for example. determine the audience of this flyer. designed to prevent errors even before they occur. Keep it Simple   Use Bullet Points THE PROCESS Problem Control To understand the issue. As of <<mm-dd-yyyy>> that will change.

Service Level Management Problem Management IT SERVICE IMPROVEMENT PROGRAM <<Corporate Logo or image of choice>> HELP US HELP YOU Contact your immediate Manager to let them know what you need to do your job better INCREASED SERVICE AVAILABILITY THROUGH FEWER PROBLEMS IS OUR GOAL KNOW YOUR SERVICE RIGHTS Sponsored by IT SERVICES “Constantly improving and aligning to your needs” Page 201 .

Service Level Management EMAIL TEXT IT Services Process: Service Level Management Email Text 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 202 .

This is very important. for future use. as each time you send an email regarding your Service Level Management process it should be different and targeted to the correct audience. This document provides a method for also keeping track of your communication that you have made to the rest of the organization. However. Page 203 . Note.Service Level Management Introduction In the next section of this document is an example email text that can be distributed across your organization. which you can store in this document. that this is just one piece of text for one email. it is advisable to create a few different versions of the below text. and to keep in focus the promises that have been made regarding this process.

What does this mean to you? The IT Department continually strives to improve the service it delivers to its customers. Marketing Dept etc. This programme will result in the implementation of a process called Service Level Management. IT Staff. Business applications and equipment: Enter any appropriate details here>>. In order to improve the IT Services and ensure that they are aligned with the needs of the organization. The list of services will then be Page 204 . for example. This will be captured in a Service Catalogue (SC). The IT Services department provides internal support for <<e. We have defined the Goal for Service Level Management as follows: << INSERT YOUR GOAL FOR SERVICE LEVEL MANAGEMENT HERE >> What is your involvement? The IT Department will be creating a list of IT Services that it delivers. recording. Customer. >> Service Level Management and Agreements The IT Department <<give a specific name here if appropriate>> is embarking on a Service Improvement Programme. It is a process that is there to ensure that service quality is kept to a maximum. What is Service Level Management? This process is responsible for defining. agreeing and improving IT Services.Service Level Management Dear << insert audience here. we have decided to embark on a service improvement programme.g.

We have appointed a Service Level Manager to help drive this process. The Service Level Manager will be the interface between the IT Department and the Department heads within the organization. the process will still require users of the IT Service to call/contact the Service Desk for support issues. From this. These will be called Service Level Agreements. This is vitally important. The Service Level Manager will work closely with the business in defining the necessary services and agreeing their level of availability. This will help ensure that the IT Department is aligning its Services with the business needs. and through our requirements gathering. The more people that use the Service Desk. make appropriate changes to meet the specific needs of the department. as statistics regarding unavailability of IT Services will still be gathered from the Service Desk. For example: Benefits to the Business: Page 205 . we will be able to then formulate agreements on the services being provided. the better the information. and therefore a better ability to discover service improvements. set expectations of the services being delivered. From this list. provide a way to measure the services. The following can be considered a list of benefits to be derived from the process: << • • List benefits applicable to your audience. each department will be able to pick the service(s) that they use. However. and more importantly provide an avenue for discovery in service improvement.Service Level Management presented to the different departments within <<organization name>>.

Service Level Management o Improved relationship with customers o IT and Customers have a clear and consistent expectation of service • For example: Benefits to the IT Department o Better understanding of the level of service to be provided o Reacting appropriately due to Service Level Agreements o Operation Level Agreements reinforce communications >> The commencement date of the new process is scheduled for: << insert date >> OR Completion of the process will be: << insert date >> This is a detailed process and there may be some operational difficulties to overcome. please do not hesitate to contact me at << phone number >> << Your Name and Titles >> Page 206 . If you have any questions regarding this. I am sure we can provide an extremely beneficial process to both the Business / <<organization name>> and IT. but with your support.

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Service Level Management SLM PROCESS MANAGER IT Services Roles. 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 208 .

concise reports that are both timely and readable for Customers and IT providers. then you can check yourself against the list (with ticks or look to update your resume). 5. maintenance. maintain and review: Service Level Agreements with the business Customer (including a decision on SLA Structure). Is responsible for the creation. Will establish. 3. 1. Notes/Comments Use the notes/Comment s column in different ways. marketing and distribution of the Service Catalog (which documents the IT Services offered by the organization) Will control and review: Any outstanding process related actions Current targets for service performance Performance against SLAs. Page 209 . 6. Will be responsible for implementing any design improvements identified. 4. 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 Will coordinate process reviews utilizing independent parties to provide an objective view on the simplicity of the process and areas for improvement. If you are looking to appoint a process manager or promote someone from within the organization you can make notes about their abilities in the particular area. Description Will design.Service Level Management Detailed responsibilities of the Service Level Management process owner The Service Level Manager….. If you are looking to apply for a process role. Operational Level Agreements with the IT provider Underpinning Contracts with third party providers. 2. OLAs and UCs Make available relevant.

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. If you are looking to appoint a process manager or promote someone from within the organization you can make notes about their abilities in the particular area. this is one contributing factor that also will require a high degree of understanding of human emotion and resistance. Notes/Comments Use the notes/Comment s column in different ways. with a commonsense attitude to service charging and a grip on basic statistical analysis. the selected person must be able to understand the basics of supply and demand. Ability to use and apply valuable information gained from customers.Service Level Management Detailed skills of the Service Level Management process owner The Service Level Manager…. The Service Level Manager must have good oral and presentation skills. about those technical issues (of course in non-technical terms). Description The Service Level Manager will display a communication style based around listening and demonstrable genuine interest. 1. The Service Level Manager must be able to communicate with people at all levels of the organization. then you can check yourself against the list (with ticks or look to update your resume). They are a “champion” for this process and must display an air of confidence. 2. 4. Page 210 . They must not be risk adverse. but must be very risk conscious. 6. Although not a highly numeric role. 7.. 3. 8. without arrogance. If you are looking to apply for a process role. The manager will be interested in understanding how services are provided. rather than just accepting a marketing statement. High degree of people/relationship management focus and an ability to deal with an administrative workload. Will also tend to be balanced in negotiations – almost to the point of neutrality during discussions between the customer and the IT Service Provider. The process manager must be able to demonstrate ways to “do things differently” that will improve the process. The Service Level Manager will take an active interest in learning about services offered by external and internal providers. 5.

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Service Level Management IMPLEMENTATION PLAN AND PROJECT PLAN IT Services Implementation Plan/Project Plan Skeleton Outline Process: Service Level Management Status: In draft Under Review Sent for Approval Approved Rejected <<your version>> Version: Release Date: Page 212 .

hybrid) for the process.Service Level Management 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. Don’t forget that the initial expenditure may be higher than the ongoing costs. scope. 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. Create and gain agreement on a high-level process plan and a design for any associated process systems. accommodation).g. Agree to the policy regarding this process DESCRIPTION Page 213 . Conduct a review of activities that would currently be considered as an activity associated with this process. Review the finances required for the process as a whole and any associated systems (expenditure including people. Assign a person to the key role of process manager/owner. software. However. KEEP THE MOMENTUM GOING. Initial planning When beginning the process planning the following items must be completed: CHECK ☺ or or date Get agreement on the objective (use the ITIL definition). purpose. Too many initiatives get caught up in too much detail in the planning phase. NOTE: the plan need not be detailed. and implementation approach (e. Make notes and discuss the “re-usability” of that activity. Don’t forget annual allowances for systems maintenance or customizations to systems by development staff. 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. Internal. outsourced. hardware.

An inability to answer this seemingly simple. It helps us to think clearly about and agree on the reasons WHY effort is put into this process. 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. 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.Service Level Management Create Strategic statements. then continually referring to it. 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. Policy Statement The policy establishes the “SENSE OF URGENCY” for the process. In either case. There are many studies that indicate the simple act of putting a statement about the end result expected onto a piece of paper. Page 214 . Of course the activity may be some actions for just you or a team of people. 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. writing down the answer to WHERE will this activity lead me/us/the organization is a powerful exercise.

g. 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. 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. don’t get caught up in spending hours on this. Scope Statement In defining the scope of this process we are answering what activities and what “information interfaces” does this process have. Do it quickly and go with your instincts or first thoughts – BUT THEN. with regard to the SERVICE LEVEL MANAGEMENT process we can create a simple table such as: Service Level Management Information flows Process SLMMgt FinancialMgt to to Process FinancialMgt SLMMgt Information Customer budget details Expected ROI calculations for new service SLMMgt to ReleaseMgt Details regarding mandatory times for service availability Expected impact (+ve or –ve) of release ReleaseMgt to SLMMgt SLMMgt to ServiceDesk Client expectations regarding call pick up times (e.Service Level Management As a tip regarding the development of an objective statement. 2 rings) Details of irate callers ServiceDesk to SLMMgt Page 215 . For example.

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. Consider the following options and then apply a suitable model to your own organization or case study. during and after the implementation initiative. any legal requirements. etc. we usually look at implementation according to pre-defined priorities. The following points and table helps to frame these considerations: (A variety of symbols have been provided to help you indicate required expenditure. There can be a variety of ways to implement this process. rising or falling expenditure. level of satisfaction regarding costs in a particular area. For others a “big bang” implementation – due to absolute equality may be appropriate. For a lot of organizations a staged implementation may be suitable.Service Level Management Based on ITIL Version 2 Steps for Implementation. Costs The cost of process implementation is something that must be considered before.) Page 216 . such as competitive analysis. and desires of “politically powerful influencers”.

implementation and ongoing support Accommodation Costs of housing new staff and any associated new equipment and space for documents or process related concepts. Maintenance costs Hardware New hardware required to support the process activities. Build the team Each process requires a process owner and in most situations a team of people to assist. Procedures Development costs associated with filling in the detail of a process activity. Of course a lot will be dependent on the timing of the implementation and whether it is to be staged or implemented as one exercise. The step-by-step recipe guides for all involved and even indirectly involved personnel. 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. Page 217 .Service Level Management Based on ITIL Version 2 Initial Personnel Costs of people for initial design of process. costs for process implementation have to be budgeted for (or allocated) well in advance of expenditure. During Ongoing ☺ In most cases. Software New tools required to support the process and/or the costs of migration from an existing tool or system to the new one. 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 team size may or may not reflect this. Education Re-education of existing staff to learn new techniques and/or learn to operate new systems.

Decide how best to select any vendor that will provide assistance in this process area (including tools. However.Service Level Management Based on ITIL Version 2 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. As part of this step if any information is credible document the transition from the current format to any new format that is selected. It is critical to identify these systems and consider their future role as part of the new process definition. Can we “reuse” some of the skills to minimize training. education and time required for implementation? Establish the accuracy and relevance of current processes. Examples of areas to review are: Area Power teams Current formal procedures Current informal procedures Current role descriptions Existing organizational structure Spreadsheets. procedures and meetings. databases and other repositories Other… Notes 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. 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. It is unlikely that there will not be some current activity or work being performed that would fit under the banner of this process. Implementation activities for Service Level Management Activity Notes/Commen ts/Time Frame/Who Review current and existing Service Level Management practices in greater detail. Page 218 . external consultancy or assistance to help with initial high workload during process implementation). Review the ability of existing functions and staff.

Cutover to new processes The question of when a new process actually starts is one that is not easy to answer.e. responsibilities and training plans.e.g. 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. so it may even be best not to set specific launch dates. Purchase and install tools required to support this process (i. reporting – frequency. content). Ultimately we do want the new process to become the way things are done around here.Service Level Management Based on ITIL Version 2 Establish a selection guideline for the evaluation and selection of tools required to support this process area (i. Ensure adequate skills transfer and on-going support is considered if external systems are selected. SLA Management tool). Page 219 . 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. 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”. Document and get agreement on roles. as this will set the expectation that from the given date all issues relating to the process will disappear (not a realistic expectation). Create any required business processes interfaces for this process that can be provided by the automated tools (e. SLA Management tools).

amazon.Service Level Management Based on ITIL Version 2 FURTHER INFORMATION For more information on other products available from The Art of Service. you can visit our website: http://www.com Page 220 .com If you found this guide helpful. you can find more publications from The Art of Service at: http://www.theartofservice.

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