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Copyright © 2006, BMC Software, Inc. All rights reserved.
Unit 8 – Service Level Management
ITIL Foundation – Concepts of IT Service Management (ITSM)
Slide 8-2
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
Unit Objectives
› Describe the goals of Service Level Management› List the activities of Service Level Management› Describe the relationships Service Level Management has with other
ITIL processes
Slide 8-3
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
IT Service Management
Service LevelManagement
Incident Management
Service Desk
Problem Management
Change Management
CapacityManagement
Availability Management
Configuration Management
Release Management
Service Support
Service Delivery
FinancialManagement
IT Service ContinuityManagement
Slide 8-4
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
Goals of Service Level Management
› Maintain and improve IT service quality – through a constant cycle of agreeing, monitoring, and reporting on IT service achievements
› Instigation of actions to eradicate poor service – in line with business or cost justification
› Improving the relationship between IT and its Customers
Slide 8-5
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Service Level Management
Key Concepts and Terminology
› Service – One or more IT systems which enable a business process – Something that changes value to the business– May be comprised of other Services
› SLA – Service Level Agreement – A written agreement between an IT Service Provider and the IT Customer – Defining the key service targets and responsibilities of both parties
Slide 8-7
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Service Level Management
Customer/SLM Relationship
Slide 8-8
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Service Level Management
Key Concepts and Terminology
› Service Catalog – A list of all available services– A summary of their characteristics– Details of the Customers and maintainers of each service– Captured as a CI in the CMDB
› Service Level Requirements (SLR)› Service Improvement Plan (SIP)
Slide 8-10
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
Service Level Management Process
› Service Level Agreements are defined between the Customer and the IT provider, based on the Service Catalog within the CMDB
Slide 8-11
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Service Level Management
Activities of Service Level Management
Slide 8-12
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Service Level Management
Establish SLM Function
› Planning– Define roles and appoint Service Level Manager– Create a mission statement – Promote an awareness campaign – Plan Service Catalog and SLA structure– Identify the supporting tools
› Implementation– Manage Customer expectations – Design structure of SLA
Slide 8-14
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Service Level Management
SLA Structures
› Service Based – Covers one Service– Example:
• One SLA for all Users of Email Service› Customer Based
– Agreement with an individual Customer group– All requirements for the Customer
› Multi-Level – Combination approach– Example:
• Corporate • Customer • Service
Slide 8-16
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Service Level Management
Activities of Service Level Management (Continued)
Slide 8-18
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Service Level ManagementOperational Level Agreements and Underpinning
Contracts
Slide 8-19
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
Activities of Service Level Management (Continued)
Slide 8-21
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Service Level Management
Activities of Service Level Management (Continued)
Slide 8-22
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Service Level Management
Key Process Indicators (KPI)
› Number of Services covered by SLAs› Underpinning contracts and OLAs in place for all SLAs › Customer perception statistics› Service Level Achievements › IT costs› Severity of Service Breaches
Slide 8-23
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
IT Service Management
Service LevelManagement
Incident Management
Service Desk
Problem Management
Change Management
CapacityManagement
Availability Management
Configuration Management
Release Management
Service Support
Service Delivery
FinancialManagement
IT Service ContinuityManagement
Slide 8-24
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
Wrap-Up Questions
1. What is the primary goal of Service Level Management? 2. What is a Service Catalog?3. With whom are Service Level Agreements made, Users or
Customers?4. What is the difference between an Underpinning Contract and an
Operation Level Agreement?
Slide 8-25
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Service Level Management
Wrap-Up Questions (Continued)
5. The Service Level Manager requires confirmation that the internal Service Desk can answer Customer calls within 10 seconds. In which document might the Service Desk’s agreement to this requirement be recorded?
a. Internal Specification Sheet b. Operational Level Agreement c. Service Level Agreement d. An underpinning third party contract
6. When establishing a new SLA, or amending an existing one, which of the following should the Service Level Manager take into account?
a. That the new, or revised, SLA can meet the targets agreed with the Customer
b. That the conditions in other, or existing SLAs, can continue to be met c. That any possible impact of changes to the SLA can be identified d. All of the above
Slide 8-26
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Service Level Management
Wrap-Up Questions (Continued)
7. A Customer has requested a review of charges for services provided under an SLA. Within the SLA, there is provision for this. Who will review this with the Customer?
a. The IT Finance Manager b. The Configuration Manager c. The Service Level Manager d. The Change Manager
8. For which purpose does Service Level Management use data from the Service Desk’s incident registration?
a. To draw up Service Level Agreements (SLAs) b. To report on the number and nature of incidents that occurred during a
specific period c. To determine the availability of an IT service using the number of resolved
incidents d. To analyze, together with other data, in order to determine if the agreed
service level is being provided
Slide 8-27
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
Wrap-Up Questions (Continued)
9. What do Service Level Requirements represent?a. The Customer’s expectations and needs regarding the serviceb. What the IT organization expects of the Customerc. The conditions required for the Service Level Agreement (SLA)d. A paragraph of the SLA with additional specifications required to execute the SLA
Slide 8-28
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Service Level Management
Wrap-Up Answers
1. To maintain and improve IT service quality, through a constant cycle of agreeing, monitoring, and reporting upon IT service achievements
2. It is a list of all the services provided, a summary of their characteristics, and details of the Customer and maintainers of each.
3. Service Level Agreements are usually negotiated with Customers since they are the ones paying for the service.
4. An Underpinning Contract is a legal document with an outside vendor, and an Operation Level Agreement is an agreement with an internal department or group.
Slide 8-29
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
Wrap-Up Answers (Continued)
5. (b) Operational Level Agreement6. (d) All of the above7. (c) The Service Level Manager8. (d) To analyze, together with other data, in order to determine if the agreed service level is being provided9. (a) The Customer’s expectations and needs regarding the service
Slide 8-30
Copyright © 2006, BMC Software, Inc. All rights reserved.
Service Level Management
Unit Summary
› You are now able to accomplish the following tasks:– Describe the goals of Service Level Management– List the activities of Service Level Management– Describe the relationships Service Level Management has with other ITIL
processes