Service Level Management - Revision history

Andrea at 10:52, 31 December 2023

2023-12-31T10:52:20Z

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Andrea at 11:18, 19 March 2022

2022-03-19T11:18:49Z

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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Design\|Service Level Management]][[Category:Service Level Management\|!]]		[[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Service Design\|Service Level Management]][[Category:Service Level Management\|!]]
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Andrea at 16:01, 23 July 2020

2020-07-23T16:01:37Z

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Andrea at 09:42, 27 February 2018

2018-02-27T09:42:11Z

← Older revision		Revision as of 11:42, 27 February 2018
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	Service Level Management is now mainly responsible for [[#Service Level Management Requirements\|gathering service requirements]], as well as [[#ITIL Service Level Management Reporting\|monitoring and reporting]] with regards to [[#Service Level Management Agreements\|agreed service levels]].		Service Level Management is now mainly responsible for [[#Service Level Management Requirements\|gathering service requirements]], as well as [[#ITIL Service Level Management Reporting\|monitoring and reporting]] with regards to [[#Service Level Management Agreements\|agreed service levels]].

	The process overview of [[Media:Service-level-management.jpg\|Service Level Management (.JPG)]] ~~is showing~~ the ~~most important interfaces~~ (see Fig. 1).		The process overview of [[Media:Service-level-management.jpg\|Service Level Management (.JPG)]] shows the key information flows (see Fig. 1).

	<p> </p>		<p> </p>
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	==Notes==		==Notes==

	<html>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

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Andrea at 08:38, 28 April 2017

2017-04-28T08:38:24Z

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	~~<p> </p>~~

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Service Level Management</i> (SLM) aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. This ITIL process is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Service Level Management</i> (SLM) aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. This ITIL process is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.</span></p>

Andrea at 10:02, 23 April 2017

2017-04-23T10:02:16Z

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	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>~~ITIL~~ Service Level Management</i> aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. ~~Service Level Management~~ is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Service Level Management</i> (SLM) aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. This ITIL process is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.</span></p>
	<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design" title="ITIL Service Design">Service Design</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design" title="ITIL Service Design">Service Design</a></html>

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	Service Level Management is now mainly responsible for [[#Service Level Management Requirements\|gathering service requirements]], as well as [[#ITIL Service Level Management Reporting\|monitoring and reporting]] with regards to [[#Service Level Management Agreements\|agreed service levels]].		Service Level Management is now mainly responsible for [[#Service Level Management Requirements\|gathering service requirements]], as well as [[#ITIL Service Level Management Reporting\|monitoring and reporting]] with regards to [[#Service Level Management Agreements\|agreed service levels]].

	The process overview of [[Media:Service-level-management.jpg\|Service Level Management (.JPG)]] is showing the most important interfaces (see ~~Figure~~ 1).		The process overview of [[Media:Service-level-management.jpg\|Service Level Management (.JPG)]] is showing the most important interfaces (see Fig. 1).

	<p> </p>		<p> </p>
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Andrea at 12:08, 15 May 2016

2016-05-15T12:08:36Z

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Andrea at 12:19, 19 December 2013

2013-12-19T12:19:09Z

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Andrea: /* Roles | Responsibilities */

2013-06-30T09:54:07Z

Roles | Responsibilities

← Older revision		Revision as of 11:54, 30 June 2013
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	== Process Description ==		== Process Description ==

			Service Level Management has been completely redesigned in '''''ITIL 2011''''' following the introduction of the [[ITIL Design Coordination\|Design Coordination]] process.
	[[Image:Service-level-management.jpg\|right\|thumb\|375px\|alt=Service Level Management ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_level_management_itilv3.pdf Service Level Management]]]		[[Image:Service-level-management.jpg\|right\|thumb\|375px\|alt=Service Level Management ITIL\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_level_management_itilv3.pdf Service Level Management]]]

	~~In ITIL, the [[Service Evaluation#Service Review\|Service Review]] activities are part of Continual Service Improvement.~~		Coordinating activities have been removed.

	~~Service Level Management has been completely redesigned in '''''ITIL 2011''''' following the introduction of the [[ITIL Design Coordination\|Design Coordination]] process.~~ Coordinating activities have been removed.

	Service Level Management is now mainly responsible for [[#Service Level Management Requirements\|gathering service requirements]], as well as [[#ITIL Service Level Management Reporting\|monitoring and reporting]] with regards to [[#Service Level Management Agreements\|agreed service levels]].		Service Level Management is now mainly responsible for [[#Service Level Management Requirements\|gathering service requirements]], as well as [[#ITIL Service Level Management Reporting\|monitoring and reporting]] with regards to [[#Service Level Management Agreements\|agreed service levels]].
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	== Definitions ==		== Definitions ==

	The following ITIL terms and acronyms (''information objects'') are used in ITIL Service Level Management to represent process outputs and inputs:		The following [[ITIL Glossary#ITIL Glossary A-Z\|ITIL terms and acronyms]] (''information objects'') are used in ITIL Service Level Management to represent process outputs and inputs:

	<p> </p>		<p> </p>
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	;<span id="OLA">Operational Level Agreement (OLA)</span>		;<span id="OLA">Operational Level Agreement (OLA)</span>
	:An agreement between an IT service provider and another part of the same organization. An OLA supports the IT service provider's delivery of services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties. For example there could be an OLA - between the IT service provider and a procurement department to obtain hardware in agreed times - between the Service Desk and a support group to provide Incident resolution in agreed times (see also: [[Checklist SLA OLA UC\|ITIL Checklist SLA - OLA ~~- UC~~]]).		:An agreement between an IT service provider and another part of the same organization. An OLA supports the IT service provider's delivery of services to customers. The OLA defines the goods or services to be provided and the responsibilities of both parties. For example there could be an OLA - between the IT service provider and a procurement department to obtain hardware in agreed times - between the Service Desk and a support group to provide Incident resolution in agreed times (see also: [[Checklist SLA OLA\|ITIL Checklist SLA - OLA]]).

	;Outline of Service Requirements		;<span id="Service Requirements">Outline of Service Requirements</span>
	:The desired outcome of a service, stated in terms of required service functionality ''(utility)'' and service levels ''(warranty)''. Based on this information, detailed service requirements are specified during the Service Design stage.		:The desired outcome of a service, stated in terms of required service functionality (utility) and service levels (warranty). Based on this information, detailed service requirements are specified during the Service Design stage.

	;<span id="SAC">Service Acceptance Criteria (SAC)</span>		;<span id="SAC">Service Acceptance Criteria (SAC)</span>
	:A set of criteria used to ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed.		:A set of criteria used for service acceptance testing to ensure that an IT service meets its functionality and quality requirements and that the service provider is ready to operate the new service when it has been deployed.

	;<span id="SLA">Service Level Agreement (SLA)</span>		;<span id="SLA">Service Level Agreement (SLA)</span>
	:An agreement between an IT service provider and a customer. The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single SLA may cover multiple services or multiple customers (see also: [[Checklist SLA OLA UC\|ITIL Checklist SLA - OLA ~~- UC~~]]).		:An agreement between an IT service provider and a customer. The SLA describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single SLA may cover multiple services or multiple customers (see also: [[Checklist SLA OLA\|ITIL Checklist SLA - OLA]]).

	;<span id="Service Level Report">Service Level Report</span>		;<span id="Service Level Report">Service Level Report</span>
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	;<span id="SLR">Service Level Requirements (SLR)</span>		;<span id="SLR">Service Level Requirements (SLR)</span>
	:The Service Level Requirements document contains the requirements for a service from the client viewpoint, defining detailed service level targets, mutual responsibilities, and other requirements specific to a certain (group of) customers.		:The Service Level Requirements document contains the requirements for a service from the client viewpoint, defining detailed service level targets, mutual responsibilities, and other requirements specific to a certain (group of) customers. As the service enters new stages of its life cycle, the SLR document evolves into a draft [[Service Level Management#SLA\|Service Level Agreement]].

	~~;<span id="~~Service ~~Requirements">~~Service ~~Requirements</span>~~
	~~:The desired outcome of a service, stated in terms of required service functionality and service levels~~.

	;<span id="SLM Document Templates">SLM Document Templates</span>		;<span id="SLM Document Templates">SLM Document Templates</span>
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	* [[ITIL KPIs Service Design#ITIL KPIs Service Level Management\|Key Performance Indicators (KPIs) Service Level Management]]		* [[ITIL KPIs Service Design#ITIL KPIs Service Level Management\|Key Performance Indicators (KPIs) Service Level Management]]
	* [[ITIL-Checklists#~~Checklists for~~ Service Level Management\|Checklists Service Level Management]]:		* [[ITIL-Checklists#Service Level Management\|Checklists Service Level Management]]:
	** [[Checklist SLA OLA UC\|Checklist Service Level Agreement (SLA) - Operational Level Agreement (OLA~~) - Underpinning Contract (UC~~)]], and		** [[Checklist SLA OLA\|Checklist Service Level Agreement (SLA) - Operational Level Agreement (OLA)]], and
	** [[Checklist Service Level Requirements (SLR)]]		** [[Checklist Service Level Requirements (SLR)]]
	** [[Checklist Service Level Report]]		** [[Checklist Service Level Report]]
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	{\| border="1" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"		{\| border="1" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
	\|-		\|-
	\| valign="top" colspan="7" style="background:#ffffdd;" align="center"\| '''Responsibility Matrix:: Service Level Management'''		\| valign="top" colspan="7" style="background:#ffffdd;" align="center"\| '''<span id="RACI-Matrix-Service-Level-Management">Responsibility Matrix: ITIL Service Level Management</span>'''
	\|-		\|-
	! width="50%" align="center" style="background:#ffffee;" \| ITIL Role \| Sub-Process		! width="50%" align="center" style="background:#ffffee;" \| ITIL Role \| Sub-Process
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	\| align="left" \|[[#Service Level Management Framework\|Maintenance of the SLM Framework]]		\| align="left" \|[[#Service Level Management Framework\|Maintenance of the SLM Framework]]
	\| A[[Service Level Management#Accountable\|<small>[1]</small>]]R[[Service Level Management#Responsible\|<small>[2]</small>]]		\| A[[Service Level Management#Accountable\|<small>[1]</small>]]R[[Service Level Management#Responsible\|<small>[2]</small>]]
	\|		\| -
	\|		\| -
	\|		\| -
	\|		\| -
	\|		\| -
	\|-		\|-
	\| align="left" \|[[#Service Level Management Requirements\|Identification of Service Requirements]]		\| align="left" \|[[#Service Level Management Requirements\|Identification of Service Requirements]]
	\| AR		\| AR
	\|		\| -
	\| R~~[[Service Level Management#Team\|<small>[3]</small>]]~~		\| R
	\| R~~[[Service Level Management#Team\|<small>[3]</small>]]~~		\| R
	\| R~~[[Service Level Management#Team\|<small>[3]</small>]]~~		\| R
	\| R[[#ITIL Service Level Management Roles\|<small>[4]</small>]]		\| R[[#ITIL Service Level Management Roles\|<small>[4]</small>]]
	\|-		\|-
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	\| AR		\| AR
	\| R		\| R
	\|		\| -
	\|		\| -
	\|		\| -
	\|		\| -
	\|-		\|-
	\| align="left" \|[[#ITIL Service Level Management Reporting\|Service Level Monitoring and Reporting]]		\| align="left" \|[[#ITIL Service Level Management Reporting\|Service Level Monitoring and Reporting]]
	\| AR		\| AR
	\|		\| -
	\|		\| -
	\|		\| -
	\|		\| -
	\|		\| -
	\|-		\|-
	\|}		\|}
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	<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Level Management.</span>		<span id="Responsible">[2] ''R: Responsible'' according to the RACI Model: Those who do the work to achieve a task within Service Level Management.</span>

	<span id="Team">[3] see [[Roles ~~within ITIL V3~~\|→ Role descriptions ...]]</span>		<span id="Team">[3] see [[ITIL Roles\|→ Role descriptions ...]]</span>

	<span id="ITIL Service Level Management Roles">[4] Capacity Manager, Availability Manager, IT Service Continuity Manager, and Financial Manager.		<span id="ITIL Service Level Management Roles">[4] Capacity Manager, Availability Manager, IT Service Continuity Manager, and Financial Manager (see [[ITIL Roles\|→ Role descriptions ...]])

	<p> </p>		<p> </p>

			<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>

Andrea: /* Definitions */

2011-11-23T19:10:23Z

Definitions

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