Service Design about Service Level Management implementations.

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4-2-ISEM570-ServiceDesign_ServiceLevelMgt.pdf

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ISEM 570

IT Quality Assurance CLASS 4 -SERVICE DESIGN

(BREAKOUT SESSION TONIGHT)

Service Design SERVICE LEVEL MANAGEMENT

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Service Level Management

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Service Level Management

Purpose

Ensure that all IT Services are delivered to as planned

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Service Level Management

Negotiate

Agree

Monitor

Report

Review

Corrections

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Video

SLM

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Service Level Management

Objectives of SLM

Define Document Agree Monitor Measure Report

Review and

correct IT Service Levels

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Service Level Management

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SLR (Service Level Requirements)

• Detailed recording of the customers’ needs

• Blueprint for defining, adapting and revising of services

Service spec sheets (service specifications)

• Connection between functionality (externally/customer focused) and technicalities (internally/IT organization focused)

Service Level Management

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Service catalog

Service level management must ensure that a service catalog is produced, maintained and contains accurate information on all operational services and those ready for deployment. A service catalog is a written statement of all current and available IT services, default levels and options.

SLA (Service Level Agreement)

The written agreement between the provider and the customer (organization representative).

Service Level Management

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OLA (Operational Level Agreement)

• A written agreement with another internal IT department to support the SLA.

UC (Underpinning Contract)

• A written agreement with an external IT supplier.

SQP (Service Quality Plan) – not specifically an SLM term, but strategically linked

• This plan underlies the service strategy, detailing the internal targets to be achieved within an agreed period, typically one to two years, to improve agreed service levels and the business perception of service quality

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OLA (Operational Level Agreement)

• Management information for steering the IT organization

• Process parameters of the service management processes and the operational management

• Key performance indicators:

• Incident management – resolution times for levels of impact

• Change management – processing times and costs of routine changes

Service Level Management

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•In-House (Internal)

•External

Two main types

of SLA’s

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Internal SLA…

• Most common type of SLA is an In- House Service Level Agreement.

• An In-House SLA is an agreement negotiated between an in-house service provider, such as an IT department, and an in-house client or department, such as marketing, finance or production, operations, etc.

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External (Underpinning contract)

SLA between an external service provider (third-party) and an organization.

Breakout Session Workshop

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Service Level Management

 Breakout Feedbacks

 Don’t forget to upload.

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Sample Agreement - Short

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©RL Consulting. Rick Leopoldi. May 25, 2002

Customer Information

Control System

Sample Agreements - Long

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©RL Consulting. Rick Leopoldi. May 25, 2002

Part I

Sample Agreements - Long

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©RL Consulting. Rick Leopoldi. May 25, 2002

Description

Backup Schedule

Availability Goals

Measurement Methods

Part II

Sample Agreements - Long

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©RL Consulting. Rick Leopoldi. May 25, 2002

Description

Maintenance Schedule

Availability Goals

Measurement Methods

Sample Agreements - Long

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©RL Consulting. Rick Leopoldi. May 25, 2002

Still sections

of Roman

Numeral II

Sample Agreements - Long

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©RL Consulting. Rick Leopoldi. May 25, 2002

Part III

Part IV

Part V

Sample Agreements - Report

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©RL Consulting. Rick Leopoldi. May 25, 2002

100

101

IDMS MVS EMAIL VM FEP

Availability

7-May 14-May 21-May 28-May TARGET

Sample Agreements Check List

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Sample Agreements Check List

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Parties in the agreement

Definitions of terminology

Term / Duration

Scope / Subject

Limitations

Service Level Objectives

Service Level Indicators

Non-performance impact

Maintenance

Pricing Mechanism

Billing and Terms of Payment

Security procedures

Audit procedures

Roles & Responsibilities

Optional services

Reporting

Administration

Review / Update

Property

Legal

Approvals

Essential Components of a Service Level Agreement

Service Level Management Process

Support for the BRM process (SS)

Planning (negotiation) for

future SLR’s, targets (proposed new or

changed)

Discussion and agreement of

current SLR and targets

Create and manage OLA’s

Supplier and underpinning

contracts

Proactively reduce service failures

Define and develop reporting

Periodic review coordinated with

CSI Manage SIP’s

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Who cares? Why do we care?

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This Photo by Unknown Author is licensed under CC BY-SA

http://ninapaley.com/mimiandeunice/2010/11/08/whats-right/

https://creativecommons.org/licenses/by-sa/3.0/

Book 4 – Service Operations – Incident Mgt 29

Book 4 – Service Operations – Incident Mgt 30

Priority Table

Impact

One

Person

Low

Single

Department

Med

Several Departments

High

U R

G E N

C Y

Workaround – functional (low) 5 4 3

Function impaired (med) 4 3 2

Cannot perform job function

(high)

3 2 1

Priority Type Response Time to Resolve

1 Critical < 1 hour < 4 hours

2 Urgent 1 – 2 hours < 8 hours

3 High 1 Business day 1 Business Day

4 Mediu

2 Business

days

3 Business Days

5 Routine 2 Business

days

30 Business Days

Service Level Management

References 1. Barclay Rae. (2016). Focus On: ITIL Service Design for ITIL 2011. Houston: BMC

Software.

2. Introduction Service Design. (2016). Retrieved from UCISA Universities and Colleges

Information Systems Association : http://www.ucisa.ac.uk

3. Wim Van Grembergen, University of Antwerp (UA), University of Antwerp Management

School (UAMS), Steven De Haes, University of Antwerp Management School (UAMS)

Isabelle Amelinckx, University of Antwerp (UA)

4. “Annotated Bibliography on Transaction Cost Economics” at

http://www.ssu.missouri.edu/Faculty/

5. HJames/tce-bib.htm

6. Service Level Agreement Checklist. RL Consulting

7. IT Department to support business operations at Canterbury Christ Church University

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http://www.ucisa.ac.uk/