Service Level Management: Difference between revisions
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< | '''<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> | |||
'''Process Owner''': [[Service Level Management#Service Level Manager|Service Level Manager]] | '''Process Owner''': [[Service Level Management#Service Level Manager|Service Level Manager]] | ||
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<p> </p> | <p> </p> | ||
== Process Description == | ==Process Description== | ||
[[Image:Service-level-management.jpg|right|thumb|500px|alt=Service Level Management ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Service-level-management.jpg|[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| | 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. | Coordinating activities have been removed. | ||
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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)]] | The process overview of [[Media:Service-level-management.jpg|Service Level Management (.JPG)]] shows the key information flows (see fig. 1). | ||
[[ITIL 4]] refers to 'Service Level Management' as a [[ITIL_4#Service_management_practices|service management practice]]. | |||
==Sub-Processes== | |||
<p> | <html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | ||
<meta itemprop="itemListOrder" content="Ascending" /> | |||
<p><span itemprop="name" content="Service Level Management sub-processes:">These are the <strong class="selflink">Service Level Management</strong> sub-processes and their process objectives:</span> | |||
</p> | |||
<p><b><span id="Service_Level_Management_Framework" itemprop="itemListElement">Maintenance of the SLM Framework</span></b> | |||
</p> | |||
<ul><li itemprop="description">Process Objective: To design and maintain the underlying structure of the <a href="/index.php/Service_Level_Management#Customer_Agreement_Portfolio" title="Service Level Management">Customer Agreement Portfolio</a>, and to provide <a href="/index.php/Service_Level_Management#SLM_Document_Templates" title="Service Level Management">templates for the various SLM documents</a>. | |||
</li></ul> | |||
<p><b><span id="Service_Level_Management_Requirements" itemprop="itemListElement">Identification of Service Requirements</span></b> | |||
</p> | |||
<ul><li itemprop="description">Process Objective: To capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The <a href="/index.php/Service_Level_Management#Service_Requirements" title="Service Level Management">service requirements</a> are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible. | |||
</li></ul> | |||
<p><b><span id="Service_Level_Management_Agreements" itemprop="itemListElement">Agreements Sign-Off and Service Activation</span></b> | |||
</p> | |||
<ul><li itemprop="description">Process Objective: To have all relevant contracts signed off after completion of Service Transition, and to check if <a href="/index.php/Service_Level_Management#SAC" title="Service Level Management">Service Acceptance Criteria</a> are fulfilled. In particular, this process makes sure that all relevant <a href="/index.php/Service_Level_Management#OLA" title="Service Level Management">OLAs</a> are signed off by their <a href="/index.php/Service_Level_Management#Service_Owner" title="Service Level Management">Service Owners</a>, and that the <a href="/index.php/Service_Level_Management#SLA" title="Service Level Management">SLA</a> is signed off by the customer. | |||
</li></ul> | |||
<p><b><span id="ITIL_Service_Level_Management_Reporting" itemprop="itemListElement">Service Level Monitoring and Reporting</span></b> | |||
</p> | |||
<ul><li itemprop="description">Process Objective: To monitor achieved service levels and compare them with agreed service level targets ("<a href="/index.php/Service_Level_Management#Service_Level_Report" title="Service Level Management">Service Level Report</a>"). This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality. | |||
</li></ul> | |||
</div><!-- end of schema.org/ItemList --><p></html> | |||
==Definitions== | |||
<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | |||
<meta itemprop="itemListOrder" content="Ascending" /> | |||
<p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in ITIL Service Level Management to represent process outputs and inputs:</span> | |||
</p> | |||
<p><b><span id="Customer_Agreement_Portfolio" itemprop="itemListElement">Customer Agreement Portfolio</span></b> | |||
</p> | |||
<ul><li itemprop="description">While the Service Catalogue holds a complete list of the services managed by the service provider, the Customer Agreement Portfolio contains all Service Agreements which provide the framework for delivering services to specific customers. | |||
</li></ul> | |||
<p><b><span id="OLA" itemprop="itemListElement">Operational Level Agreement (OLA)</span></b> | |||
</p> | |||
<ul><li itemprop="description">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: <a href="/index.php/Checklist_SLA_OLA" title="Checklist SLA OLA">ITIL Checklist SLA - OLA</a>). | |||
</li></ul> | |||
<p><b><span id="Service_Requirements" itemprop="itemListElement">Outline of Service Requirements</span></b> | |||
</p> | |||
<ul><li itemprop="description">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. | |||
</li></ul> | |||
<p><b><span id="SAC" itemprop="itemListElement">Service Acceptance Criteria (SAC)</span></b> | |||
</p> | |||
<ul><li itemprop="description">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. | |||
</li></ul> | |||
<p><b><span id="SLA" itemprop="itemListElement">Service Level Agreement (SLA)</span></b> | |||
</p> | |||
<ul><li itemprop="description">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: <a href="/index.php/Checklist_SLA_OLA" title="Checklist SLA OLA">ITIL Checklist SLA - OLA</a>). | |||
</li></ul> | |||
<p><b><span id="Service_Level_Report" itemprop="itemListElement">Service Level Report</span></b> | |||
</p> | |||
<ul><li itemprop="description">The Service Level Report gives insight into a service provider's ability to deliver the agreed service quality. To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events. A Service Level Report is issued by the service provider for its customers, IT management and other Service Management processes. A similar report is also created by an external service supplier to document its achieved service performance. | |||
</li></ul> | |||
<p><b><span id="SLR" itemprop="itemListElement">Service Level Requirements (SLR)</span></b> | |||
</p> | |||
<ul><li itemprop="description">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 <a href="/index.php/Service_Level_Management#SLA" title="Service Level Management">Service Level Agreement</a>. | |||
</li></ul> | |||
<p><b><span id="SLM_Document_Templates" itemprop="itemListElement">SLM Document Templates</span></b> | |||
</p> | |||
<ul><li itemprop="description">Templates for the various documents used within Service Level Management, e.g. <a href="/index.php/Service_Level_Management#SLR" title="Service Level Management">Service Level Requirements</a>, <a href="/index.php/Service_Level_Management#SLA" title="Service Level Management">Service Level Agreements</a>, <a href="/index.php/Service_Level_Management#OLA" title="Service Level Management">Operational Level Agreements</a>, <a href="/index.php/Supplier_Management#UC" title="Supplier Management">Underpinning Contracts</a>, <a href="/index.php/Service_Level_Management#SAC" title="Service Level Management">Service Acceptance Criteria</a>, ... | |||
</li></ul> | |||
</div><!-- end of schema.org/ItemList --><p></html> | |||
==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>== | |||
<html> | |||
: | <ul> | ||
<li><a href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Design#ITIL_KPIs_Service_Level_Management" title="ITIL KPIs Service Level Management">Key Performance Indicators (KPIs) Service Level Management</a></li> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/ITIL-Checklists#Service_Level_Management">Service Level Management templates and checklists</a>: | |||
<ul> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA" title="Checklist SLA OLA">Service Level Agreement (SLA template) - Operational Level Agreement (OLA template)</a>, and</li> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Level_Requirements_(SLR)">Service Level Requirements (SLR)</a></li> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Level_Report">Service Level Report</a></li> | |||
<li><a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Protocol_SLA_Review">Protocol SLA Review</a></li> | |||
</ul></li> | |||
</ul><p></html> | |||
==Roles | Responsibilities== | |||
= | '''<span id="Service Level Manager">Service Level Manager - Process Owner</span>''' | ||
*The Service Level Manager is responsible for negotiating [[Service Level Management#SLA|Service Level Agreements]] and ensuring that these are met. He makes sure that all IT Service Management processes, [[Service Level Management#OLA|Operational Level Agreements]] and Underpinning Contracts are appropriate for the agreed service level targets. The Service Level Manager also monitors and [[Service Level Management#Service Level Report|reports on service levels]]. | |||
'''<span id="Service Owner">Service Owner</span>''' | |||
*The Service Owner is responsible for delivering a particular service within the agreed service levels. Typically, he acts as the counterpart of the Service Level Manager when negotiating Operational Level Agreements (OLAs). Often, the Service Owner will lead a team of technical specialists or an internal support unit. | |||
<p> </p> | <p> </p> | ||
{| class="wikitable" style="background: white;" | |||
{| | |||
|- | |- | ||
| | |+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="7"|'''<span id="RACI-Matrix-Service-Level-Management">Responsibility Matrix: ITIL Service Level Management</span>''' | ||
|- | |- | ||
! | !style="background:#ffffee; width: 50%; text-align:center" | ITIL Role / Sub-Process | ||
! style="background:# | ! style="background:#eeeeee;" | [[Service Level Management#Service Level Manager|Service Level Manager]] | ||
! style="background:# | ! style="background:#eeeeee;" | [[Service Level Management#Service Owner|Service Owner]] | ||
! style="background:# | ! style="background:#eeeeee;" | Business Relationship Manager[[Service Level Management#Team|<small>[3]</small>]] | ||
! style="background:# | ! style="background:#eeeeee;" | Applications Analyst[[Service Level Management#Team|<small>[3]</small>]] | ||
! style="background:# | ! style="background:#eeeeee;" | Technical Analyst[[Service Level Management#Team|<small>[3]</small>]] | ||
! style="background:# | ! style="background:#eeeeee;" | Other roles involved | ||
|- | |- | ||
| | |style="text-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>]] | ||
| - | | - | ||
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| - | | - | ||
|- | |- | ||
| | |style="text-align:left;" |[[#Service Level Management Requirements|Identification of Service Requirements]] | ||
| AR | | AR | ||
| - | | - | ||
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| R[[#ITIL Service Level Management Roles|<small>[4]</small>]] | | R[[#ITIL Service Level Management Roles|<small>[4]</small>]] | ||
|- | |- | ||
| | |style="text-align:left;" |[[#Service Level Management Agreements|Agreements Sign-Off and Service Activation]] | ||
| AR | | AR | ||
| R | | R | ||
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| - | | - | ||
|- | |- | ||
| | |style="text-align:left;" |[[#ITIL Service Level Management Reporting|Service Level Monitoring and Reporting]] | ||
| AR | | AR | ||
| - | | - | ||
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|- | |- | ||
|} | |} | ||
'''Remarks''' | '''Remarks''' | ||
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<span id="Team">[3] see [[ITIL Roles|→ 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 (see [[ITIL Roles|→ Role descriptions ...]]) | <span id="ITIL Service Level Management Roles">[4] Capacity Manager, Availability Manager, IT Service Continuity Manager, and Financial Manager (see [[ITIL Roles|→ Role descriptions ...]])</span> | ||
==Notes== | |||
<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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Latest revision as of 11:52, 31 December 2023
Objective: Service Level Management (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.
Part of: Service Design
Process Owner: Service Level Manager
Process Description
Service Level Management has been completely redesigned in ITIL 2011 following the introduction of the Design Coordination process.
Coordinating activities have been removed.
Service Level Management is now mainly responsible for gathering service requirements, as well as monitoring and reporting with regards to agreed service levels.
The process overview of Service Level Management (.JPG) shows the key information flows (see fig. 1).
ITIL 4 refers to 'Service Level Management' as a service management practice.
Sub-Processes
These are the Service Level Management sub-processes and their process objectives:
Maintenance of the SLM Framework
- Process Objective: To design and maintain the underlying structure of the Customer Agreement Portfolio, and to provide templates for the various SLM documents.
Identification of Service Requirements
- Process Objective: To capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The service requirements are to be documented and submitted to an initial evaluation, so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible.
Agreements Sign-Off and Service Activation
- Process Objective: To have all relevant contracts signed off after completion of Service Transition, and to check if Service Acceptance Criteria are fulfilled. In particular, this process makes sure that all relevant OLAs are signed off by their Service Owners, and that the SLA is signed off by the customer.
Service Level Monitoring and Reporting
- Process Objective: To monitor achieved service levels and compare them with agreed service level targets ("Service Level Report"). This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.
Definitions
The following ITIL terms and acronyms (information objects) are used in ITIL Service Level Management to represent process outputs and inputs:
Customer Agreement Portfolio
- While the Service Catalogue holds a complete list of the services managed by the service provider, the Customer Agreement Portfolio contains all Service Agreements which provide the framework for delivering services to specific customers.
Operational Level Agreement (OLA)
- 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: ITIL Checklist SLA - OLA).
Outline of Service Requirements
- 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.
Service Acceptance Criteria (SAC)
- 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.
Service Level Agreement (SLA)
- 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: ITIL Checklist SLA - OLA).
Service Level Report
- The Service Level Report gives insight into a service provider's ability to deliver the agreed service quality. To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events. A Service Level Report is issued by the service provider for its customers, IT management and other Service Management processes. A similar report is also created by an external service supplier to document its achieved service performance.
Service Level Requirements (SLR)
- 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 Agreement.
SLM Document Templates
- Templates for the various documents used within Service Level Management, e.g. Service Level Requirements, Service Level Agreements, Operational Level Agreements, Underpinning Contracts, Service Acceptance Criteria, ...
Templates | KPIs
- Key Performance Indicators (KPIs) Service Level Management
- Service Level Management templates and checklists:
Roles | Responsibilities
Service Level Manager - Process Owner
- The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. He makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. The Service Level Manager also monitors and reports on service levels.
Service Owner
- The Service Owner is responsible for delivering a particular service within the agreed service levels. Typically, he acts as the counterpart of the Service Level Manager when negotiating Operational Level Agreements (OLAs). Often, the Service Owner will lead a team of technical specialists or an internal support unit.
ITIL Role / Sub-Process | Service Level Manager | Service Owner | Business Relationship Manager[3] | Applications Analyst[3] | Technical Analyst[3] | Other roles involved |
---|---|---|---|---|---|---|
Maintenance of the SLM Framework | A[1]R[2] | - | - | - | - | - |
Identification of Service Requirements | AR | - | R | R | R | R[4] |
Agreements Sign-Off and Service Activation | AR | R | - | - | - | - |
Service Level Monitoring and Reporting | AR | - | - | - | - | - |
Remarks
[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the Service Level Management process.
[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within Service Level Management.
[3] see → Role descriptions ...
[4] Capacity Manager, Availability Manager, IT Service Continuity Manager, and Financial Manager (see → Role descriptions ...)
Notes
By: Stefan Kempter , IT Process Maps.
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