Service Level Management IT

Business with IT

IGATE Patni IT Practices

IT Services
based on the use of Information Technology and supports the Customer's Business Process. is made up from a combination of people Processes Technology should be defined in a Service Level Agreement

IT organizations aims to deliver the services according to the agreement provide quality services

Holistic approach

IT services
Any time and any where access to account End-user Expectati ons

Identify Requirement

User- friendly and fast internet access to real time status of user account with transaction, tracking and reporting features

Business Services Define Services IT Services Establish Service Enablers Web-portal performing tasks pertaining to user account, less response time and secure access Function/Vendor Services Manage Service Dependencies Web site hosting server, web server, web application server, database server, internet bandwidth, network components etc.

IT Service Lifecycle Phases

planning and path-forward plan formulation and execution in an accelerated, comprehensive and pragmatic manner redesign and alignment of business processes and procedures identify the best-fit IT solution components and h/s product acquisition and licensing terms to implement solutions that span the entire IT ecosystem environment from the design to development and maintenance to provide 24x7 remote and/or on-site support

Various Services

IT - SLM
a documented business contract between IT service provider/ department and the customer defines the key service targets and responsibilities of both parties

SLM service levels

Operational level agreement http://whatis.techtarget.com/definition/operational-level-agreement.html Underpinning contract

SLM process

SLM is a bridge between the end user and IT service provider

Provides the framework for Establishing the parameters of a service Determining service capability Monitoring the service levels

Patnis Services Landscape

Services Service Description
Application enhancement Application maintenance and support End-to-end enterprise integration solution Full life cycle development

Application Management Services

Application Integration Services

Remote monitoring Remote infrastructure management Infrastructure Management Services Remote operations Remote service desk

SLM Evaluation Model

High influencer to business People perspective Category II Enabler for Category I

Advance

Category I Establish

Critical to Business Process perspective Essential for establishing SLAs

Category III Engage

Category IV Support

Moderate impact Technology perspective Category I, II enabler

Sundry mix for people Process, Technology supporter Low priority

IT Service Management Process

IT Service Management Process

IT Service Management Process

Monitor & Manage Service Levels

Conclusion

Set expectations about services and their availability Ensure service quality meets expectations Increase customer satisfaction and retention Maximize business unit productivity Optimize speed and cost of service delivery Avoid costly penalty charges Increase IT involvement in business planning Monitor supplier SLAs and increase negotiating power