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'''ITIL Version''': ITIL Version 2 (ITIL V2)
'''ITIL Version''': ITIL V2 '''&#8594;''' see also '''[[Service Level Management|Service Level Management - ITIL V3]]'''


'''Process-Objective''': Service Level Management has the tasks of maintaining the IT Organisation's [[ITIL Glossary#Service Catalogue|Service Catalogue]] and reaching binding agreements for internal and external Service Performances. At the interface with the client, [[ITIL Glossary#Service Level Agreement (SLA)|Service Level Agreements]] are agreed. The [[Roles_within_ITIL#Service Level Manager|Service Level Manager]] is responsible for the monitoring of the agreed quality parameters and where necessary resorts to counter-measures. The adequate provision of internal IT Services is secured via [[ITIL Glossary#Operational Level Agreement (OLA)|Operational Level Agreements]] and [[ITIL Glossary#Underpinning Contract (UC)|Underpinning Contracts]] (OLAs/UCs).   
'''Process-Objective''': Service Level Management has the tasks of maintaining the IT Organization's [[ITIL Glossary#Service Catalogue|Service Catalogue]] and reaching binding agreements for internal and external Service Performances. At the interface with the client, [[ITIL Glossary#Service Level Agreement (SLA)|Service Level Agreements]] are agreed. The [[#Service-Level-Manager-ITIL-V2|Service Level Manager]] is responsible for the monitoring of the agreed quality parameters and where necessary resorts to counter-measures. The adequate provision of internal IT Services is secured via [[ITIL Glossary#Operational Level Agreement (OLA)|Operational Level Agreements]] and [[ITIL Glossary#Underpinning Contract (UC)|Underpinning Contracts]] (OLAs/ UCs).   


'''Part of''': [[Service Delivery]]
'''Part of''': [[Service Delivery]]


'''Process Owner''': [[Roles_within_ITIL#Service Level Manager|Service Level Manager]]
'''Process Owner''': [[#Service-Level-Manager-ITIL-V2|Service Level Manager]]


<p>&nbsp;</p>


==Sub-Processes==
==Sub-Processes==


[[Image:overview_slm.jpg|frame|none|Overview of Service Level Management]]
[[Image:overview_slm.jpg|thumb|724px|none|link=https://wiki.en.it-processmaps.com/index.php/File:Overview_slm.jpg|Overview of Service Level Management]]


 
'''Maintain Structures for Service Level Management'''
;Maintain Structures for Service Level Management
:Process objective: The multitude of documents used within Service  Level Management are to be adjusted in such a  manner, that they correspond to the  requirements of new or changed IT Services.
:Process objective: The multitude of documents used within Service  Level Management are to be adjusted in such a  manner, that they correspond to the  requirements of new or changed IT Services.


;Define Service Requirements
'''Define Service Requirements'''
:Process objective: Requirements from the client viewpoint with regards to a new or altered IT Service are to be documented and submitted to an initial evaluation, so that alternatives may be developed at an early stage for requirements which are not technically or economically feasable.
*Process objective: Requirements from the client viewpoint with regards to a new or altered IT Service are to be documented and submitted to an initial evaluation, so that alternatives may be developed at an early stage for requirements which are not technically or economically feasible.


;Create [[ITIL Glossary#Service Specification Sheet|Service Specification Sheet]]
'''Create [[ITIL Glossary#Service Specification Sheet|Service Specification Sheet]]'''
:Process objective: The requirements of a new or altered IT Service are described in more detail, and specifications are drawn up as to how the Service is created from an IT viewpoint and how the invoicing takes place.
*Process objective: The requirements of a new or altered IT Service are described in more detail, and specifications are drawn up as to how the Service is created from an IT viewpoint and how the invoicing takes place.


;Negotiate and agree Contractual Regulations for the Service
'''Negotiate and agree Contractual Regulations for the Service'''
:Process objective: Finalisation of binding agreements to an IT Service between the IT Organisation and the client-side, a well as ensuring sufficient Service Levels with internal and external Service providers, which support the provision of the Service.
*Process objective: Finalization of binding agreements to an IT Service between the IT Organization and the client-side, a well as ensuring sufficient Service Levels with internal and external Service providers, which support the provision of the Service.


;Prepare Service Implementation
'''Prepare Service Implementation'''
:Process objective: Identification of preconditions, which must be established for the implementation of the new or altered Service, so that a correspondoing Change Request may be compiled.
*Process objective: Identification of preconditions, which must be established for the implementation of the new or altered Service, so that a corresponding Change Request may be compiled.


;Commission Service Implementation
'''Commission Service Implementation'''
:Process objective: After clearance of the Change, the implementation of the IT Service is to be planned in further detail; the Service Level Manager subsequently commissions the technical experts in Application or Infrastructure Management to start the implementation.
*Process objective: After clearance of the Change, the implementation of the IT Service is to be planned in further detail; the Service Level Manager subsequently commissions the technical experts in Application or Infrastructure Management to start the implementation.


;Carry out [[ITIL Glossary#Service Level Report|Service Level Reporting]]
'''Carry out [[ITIL Glossary#Service Level Report|Service Level Reporting]]'''
:Process objective: It is to be given account of the attained Service quality as well as potential counter-measures for the correction of infringements to the agreed Service Levels.
*Process objective: It is to be given account of the attained Service quality as well as potential counter-measures for the correction of infringements to the agreed Service Levels.
 
;Process Complaints and Carry out SLA Reviews
:Process objective: Investigation of the agreed Service Levels, in order to ensure that the SLAs are still adequate for client requirements; processing of complaints and where necessary, assume corrective measures.


'''Process Complaints and Carry out SLA Reviews'''
*Process objective: Investigation of the agreed Service Levels, in order to ensure that the SLAs are still adequate for client requirements; processing of complaints and where necessary, assume corrective measures.


==Involved Roles==
==Involved Roles==
* [[Roles within ITIL#Capacity Manager|Capacity Manager]]
*[[Capacity Management - ITIL V2#Involved Roles|Capacity Manager]]
* [[Roles within ITIL#Client (Contract Partner)|Client (Contract Partner)]]
*'''<span id="Client">Client (Contract Partner)</span>''': In the first instance the Client is the opposite number of the Service Level Manager during the negotiation of Service Level Agreements. He is therefore responsible for the fact that the defined Service Levels are sufficient for the fulfillment of business objectives, and that the charges estimated for this purpose are justified from the Business perspective.
* [[Roles within ITIL#Financial Manager|Financial Manager]]
*[[Financial Management for IT Services#Involved Roles|Financial Manager]]
* [[Roles within ITIL#IT Service Continuity Manager|IT Service Continuity Manager]]
*[[IT Service Continuity Management - ITIL V2#Involved Roles|IT Service Continuity Manager]]
* [[Roles within ITIL#Service Level Manager|Service Level Manager]]
*'''<span id="Service-Level-Manager-ITIL-V2">Service Level Manager</span>''': In ITIL V2 the Service Level Manager has the task of caring for the IT Organization's Service Catalogue and the exact description of the requirements of quality and quantity of the IT Services. Service Level Agreements (SLAs) are agreed upon at the interface with the client. The Service Level Manager is responsible for the monitoring of the agreed quality parameters and if necessary introduces counteractive measures.


==Related Checklists and KPIs==


==Related Checklists and KPIs==
====Checklists====
==== Checklists ====
*[[Checklist Service Level Requirements (SLR)]]
*[[Checklist Service Specification Sheet]]
*[[Checklist Service Level Agreement (SLA)]]
*[[Checklist Service Level Agreement (SLA)]]
*[[Checklist Operational Level Agreement (OLA)]]
*[[Checklist Operational Level Agreement (OLA)]]
*[[Checklist Underpinning Contract (UC)]]
*[[ITIL-Checklists#Service Level Management|More Service Level Management templates ...]]
*[[Checklist Service Catalogue]]
*[[Checklist Service Level Report]]
*[[Checklist Protocol SLA Review]]
*[[Checklist Service Quality Plan (SQP)]]
*[[Checklist Service Improvement Plan (SIP)]]


==== KPIs ====
====KPIs====
*[[KPIs Service Level Management|Key Performance Indicators "Service Level Management" according to ITIL V2]]
*[[KPIs Service Level Management|Key Performance Indicators "Service Level Management" according to ITIL V2]]


==Related ITIL Glossary Terms==
==Related [[ITIL Glossary]] Terms==
* [[ITIL Glossary#Service Level Requirements (SLR)|Service Level Requirements (SLR)]]
*[[ITIL Glossary/_ITIL_Terms_S#Service Level Requirements (SLR)|Service Level Requirements (SLR)]]
* [[ITIL Glossary#Service Specification Sheet|Service Specification Sheet]]
*[[ITIL Glossary/_ITIL_Terms_S#Service Specification Sheet|Service Specification Sheet]]
* [[ITIL Glossary#Service Level Agreement (SLA)|Service Level Agreement (SLA)]]
*[[ITIL Glossary/_ITIL_Terms_S#Service Level Agreement (SLA)|Service Level Agreement (SLA)]]
* [[ITIL Glossary#Service Catalogue|Service Catalogue]]
*[[ITIL Glossary/_ITIL_Terms_S#Service Catalogue|Service Catalogue]]
* [[ITIL Glossary#Operational Level Agreement (OLA)|Operational Level Agreement (OLA)]]
*[[ITIL Glossary/_ITIL_Terms_O#Operational Level Agreement (OLA)|Operational Level Agreement (OLA)]]
* [[ITIL Glossary#Underpinning Contract (UC)|Underpinning Contract (UC)]]
*[[ITIL Glossary/_ITIL_Terms_U#Underpinning Contract (UC)|Underpinning Contract (UC)]]
* [[ITIL Glossary#Service Quality Plan (SQP)|Service Quality Plan (SQP)]]
*[[ITIL Glossary/_ITIL_Terms_S#Service Quality Plan (SQP)|Service Quality Plan (SQP)]]
* [[ITIL Glossary#Service Improvement Program (SIP)|Service Improvement Program (SIP)]]
*[[ITIL Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP)|Service Improvement Plan (SIP)]]
* [[ITIL Glossary#Service Level Report|Service Level Report]]
*[[ITIL Glossary/_ITIL_Terms_S#Service Level Report|Service Level Report]]
 
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Delivery|Service Level Management - ITIL V2]][[Category:Service Level Management]]
<!-- --- -->

Latest revision as of 17:56, 4 February 2016

ITIL V2 Service Level Management
ITIL V2 Service Level Management


ITIL Version: ITIL V2 → see also Service Level Management - ITIL V3

Process-Objective: Service Level Management has the tasks of maintaining the IT Organization's Service Catalogue and reaching binding agreements for internal and external Service Performances. At the interface with the client, Service Level Agreements are agreed. The Service Level Manager is responsible for the monitoring of the agreed quality parameters and where necessary resorts to counter-measures. The adequate provision of internal IT Services is secured via Operational Level Agreements and Underpinning Contracts (OLAs/ UCs).

Part of: Service Delivery

Process Owner: Service Level Manager

 

Sub-Processes

Overview of Service Level Management

Maintain Structures for Service Level Management

Process objective: The multitude of documents used within Service Level Management are to be adjusted in such a manner, that they correspond to the requirements of new or changed IT Services.

Define Service Requirements

  • Process objective: Requirements from the client viewpoint with regards to a new or altered IT Service are to be documented and submitted to an initial evaluation, so that alternatives may be developed at an early stage for requirements which are not technically or economically feasible.

Create Service Specification Sheet

  • Process objective: The requirements of a new or altered IT Service are described in more detail, and specifications are drawn up as to how the Service is created from an IT viewpoint and how the invoicing takes place.

Negotiate and agree Contractual Regulations for the Service

  • Process objective: Finalization of binding agreements to an IT Service between the IT Organization and the client-side, a well as ensuring sufficient Service Levels with internal and external Service providers, which support the provision of the Service.

Prepare Service Implementation

  • Process objective: Identification of preconditions, which must be established for the implementation of the new or altered Service, so that a corresponding Change Request may be compiled.

Commission Service Implementation

  • Process objective: After clearance of the Change, the implementation of the IT Service is to be planned in further detail; the Service Level Manager subsequently commissions the technical experts in Application or Infrastructure Management to start the implementation.

Carry out Service Level Reporting

  • Process objective: It is to be given account of the attained Service quality as well as potential counter-measures for the correction of infringements to the agreed Service Levels.

Process Complaints and Carry out SLA Reviews

  • Process objective: Investigation of the agreed Service Levels, in order to ensure that the SLAs are still adequate for client requirements; processing of complaints and where necessary, assume corrective measures.

Involved Roles

  • Capacity Manager
  • Client (Contract Partner): In the first instance the Client is the opposite number of the Service Level Manager during the negotiation of Service Level Agreements. He is therefore responsible for the fact that the defined Service Levels are sufficient for the fulfillment of business objectives, and that the charges estimated for this purpose are justified from the Business perspective.
  • Financial Manager
  • IT Service Continuity Manager
  • Service Level Manager: In ITIL V2 the Service Level Manager has the task of caring for the IT Organization's Service Catalogue and the exact description of the requirements of quality and quantity of the IT Services. Service Level Agreements (SLAs) are agreed upon at the interface with the client. The Service Level Manager is responsible for the monitoring of the agreed quality parameters and if necessary introduces counteractive measures.

Related Checklists and KPIs

Checklists

KPIs

Related ITIL Glossary Terms

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