Copyright The Art of Service

Maintain and improve service quality through a constant cycle of agreeing, monitoring, reporting and improving the current levels of service

Objectives
Legacy Contracts Verbal agreements/expectations

Performs listed activities

Service Level Manger

Roles

Problems

Unrealistic targets Note enough seniority for SLM Responsibilities not clearly defined Service levels not measurable

Demand Service levels User satisfaction surveys SLAs, OLAs, UCs and Service catalogue Reports on service breaches SLAs, OLAs, UCs and Service catalogue Report of problems and known errors by service SLAs, OLAs, UCs and Service catalogue RFCs for Evaluation SLAs, OLAs, UCs and Service catalogue RFCs Release Notifications SLAs, OLAs, UCs and Service catalogue CI Information SLAs, OLAs, UCs and Service catalogue Security Policy considerations for service specifications SLAs, OLAs, UCs and Service catalogue Capacity considerations for service specifications Capacity Plan SLAs, OLAs, UCs and Service catalogue Availability considerations for service specifications Maintenance Requirements SLAs, OLAs, UCs and Service catalogue ITSCM Plan SLAs, OLAs, UCs and Service catalogue Service cost information Service accounting information SLAs, OLAs, UCs and Service catalogue

In Out In Out In Out In Out In Out In Out In Out In Out In Capacity Management Out In Availability Management Out In Out In Financial Management Out Service QualityPlan (SQP) IT Service Continuity Management Service Level Requirements Service Catalogue Business demands and requirements for service levels Overview of all current services as delivered by IT Actions, phases and due dates for service improvements Management information document including KPIs for other processes Security Management Configuration Management Release Management Change Management Problem Management Incident Management Service Desk Negotiating Customer Identifying Defining Service Level Requirements Service Specifications Service Quality Plan Service Level Agreements Operational Level Agreements Service Catalogue Underpinning Contracts Monitoring Reporting Reviewing Service Level Achievements Service Level Reports Service Improvement Plan

Activities

Service Level Management

Better IT Service yields better user productivity IT resources used more efficiently IT provides services meeting expectations of customers

Relationships

Benefits

IT provides services meeting expectations of customers The perception of IT organisation improves Cost reduction Third party service providers better managed with UCs Service monitoring identifies areas for improvement

Are all services covered by SLAs? Do the services within the SLAs have the necessary UCs and or OLAs?

KPIs

Is there an improvement in the Service Levels? Are the actual Service Levels measured? Is the perception of the IT organisation improving?

Terminology

Service Improvement Plan (SIP)