Service Level Management: Difference between revisions

Revision as of 20:10, 23 November 2011

DE - ES - Service Level Management

Overview

Objective: ITIL Service Level Management 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.

Part of: Service Design

Process Owner: Service Level Manager

Process Description

Service Level Management ITIL — Service Level Management

In ITIL, the Service Review activities are part of Continual Service Improvement.

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) is showing the most important interfaces (see Figure 1).

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 - UC).

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 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 - UC).

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.

Service Requirements: The desired outcome of a service, stated in terms of required service functionality and service levels.

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, ...

Checklists | KPIs

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
Responsibility Matrix:: Service Level Management
Maintenance of the SLM Framework	A[1]R[2]
Identification of Service Requirements	AR		R[3]	R[3]	R[3]	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.

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Revision as of 20:10, 23 November 2011

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Overview

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-<seo metakeywords="itil service level management, itil slm, service level management, itil slm process, itil service level management process" metadescription="Service Level Management: ITIL process definition - subprocesses - Additional information on Service Level Management." />
+<seo metakeywords="itil service level management, itil slm, service level management, itil slm process, itil service level management process" metadescription="Service Level Management: ITIL process definition - Sub-processes - Terms - Additional information on Service Level Management." />
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@@ Line 8: / Line 8: @@
 <br style="clear:both;"/>
-== ITIL Service Level Management: Overview ==
+<p>&nbsp;</p>
-'''Process Objective''': 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 id="ITIL Service Level Management">Overview</span>==
+'''Objective''': ''ITIL Service Level Management'' 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.
 '''Part of''': [[ITIL V3 Service Design|Service Design]]
-'''Process Owner''': [[Service Level Management#ITIL Roles in Service Level Management|Service Level Manager]]
+'''Process Owner''': [[Service Level Management#Service Level Manager|Service Level Manager]]
+<p>&nbsp;</p>
-== ITIL Service Level Management: Process Definition ==
+== Process Description ==
-[[Image:Service-level-management.jpg|thumb=overview_service_level_management_itilv3_thumb.jpg|left|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_level_management_itilv3.pdf ITIL 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]]]
-Essentially, the activities and process objectives of the Service Level Management process are identical in ITIL V2 and V3. In ITIL V3, the [[Service Evaluation#Service Review|Service Review]] activities are part of [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]].
+In ITIL, the [[Service Evaluation#Service Review|Service Review]] activities are part of Continual Service Improvement.
-The following sub-processes are part of [[Service Level Management|ITIL Service Level Management]]:
+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.
-<br style="clear:both;"/>
-=== Sub-Processes ===
+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]].
-;Maintenance of the SLM Framework
+The process overview of [[Media:Service-level-management.jpg|Service Level Management (.JPG)]] is showing the most important interfaces (see Figure 1).
-: Process Objective: To design and maintain a structured catalogue and framework for [[Service Level Management#SLA|Service Level Agreements]], and to provide templates for the various [[Service Level Management#SLM Document Templates|SLM documents]].
-;Sign up Customers to Standard Services
+<p>&nbsp;</p>
-: Process Objective: To capture customer requirements and agree service level targets with customers who request the provision of existing standard services (no modifications to existing Supporting Services are necessary in order to fulfill the customer's needs).
-;Identification of Service Requirements
+== Sub-Processes ==
-: Process Objective: To capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The [[Service Level Management#Service Requirement|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 feasable.
-;Decomposition of Business Service into Supporting Services
+These are the '''Service Level Management''' sub-processes and their process objectives:
-: Process Objective: To determine the Supporting Services which will be used to deliver a Business Service, and to find out where the Supporting Services must be modified in order to provide the required service levels and functionality.
-;Technical and Organizational Service Design
+<p>&nbsp;</p>
-: Process Objective: To determine how a new service will be provided from an IT perspective. In particular, this means to specify any technical infrastructure to be created, as well as required organizational changes. The resulting [[Service Level Management#SDP|Service Design Package]] contains all relevant information for [[ITIL V3 Service Transition|Service Transition]].
-;RFC Compilation and Submission
+;<span id="Service Level Management Framework">Maintenance of the SLM Framework</span>
-: Process Objective: To initiate the implementation of a new service by preparing a formal [[ITIL Glossary#Request for Change (RFC)|Request for Change]].
+:Process Objective: To design and maintain the underlying structure of the [[Service Level Management#Customer Agreement Portfolio|Customer Agreement Portfolio]], and to provide [[Service Level Management#SLM Document Templates|templates for the various SLM documents]].
-;Agreements Sign-Off and Service Activation
+;<span id="Service Level Management Requirements">Identification of Service Requirements</span>
-: Process Objective: To have all relevant contracts signed off after completion of Service Transition, and to check if [[Service Level Management#SAC|Service Acceptance Criteria]] are fulfilled. In particular, this process makes sure that all relevant [[Service Level Management#OLA|OLAs]] are signed off by their [[Roles within ITIL V3#Service Owner|Service Owners]], and that the [[Service Level Management#SLA|SLA]] is signed off by the customer.
+:Process Objective: To capture desired outcomes (requirements from the customer viewpoint) for new services or major service modifications. The [[Service Level Management#Service Requirements|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.
-;Service Level Monitoring and Reporting
+;<span id="Service Level Management Agreements">Agreements Sign-Off and Service Activation</span>
-: Process Objective: To monitor achieved service levels and compare them with agreed service level targets ("[[Service Level Management#Service Level Report|Service Level Report]]"). This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.
+:Process Objective: To have all relevant contracts signed off after completion of Service Transition, and to check if [[Service Level Management#SAC|Service Acceptance Criteria]] are fulfilled. In particular, this process makes sure that all relevant [[Service Level Management#OLA|OLAs]] are signed off by their [[Service Level Management#Service Owner|Service Owners]], and that the [[Service Level Management#SLA|SLA]] is signed off by the customer.
+;<span id="ITIL Service Level Management Reporting">Service Level Monitoring and Reporting</span>
+:Process Objective: To monitor achieved service levels and compare them with agreed service level targets ("[[Service Level Management#Service Level Report|Service Level Report]]"). This information is circulated to customers and all other relevant parties, as a basis for measures to improve service quality.
-===== Downloads =====
+<p>&nbsp;</p>
-Use the following links to open the process overview of Service Level Management showing the most important interfaces:
+== Definitions ==
-* [[Media:Service-level-management.jpg|Service Level Management (.JPG)]]
+The following ITIL terms and acronyms (''information objects'') are used in ITIL Service Level Management to represent process outputs and inputs:
-* [https://wiki.en.it-processmaps.com/images/pdf/process_overview_service_level_management_itilv3.pdf Service Level Management (.PDF)]''
+<p>&nbsp;</p>
-=== ITIL Terms: Service Level Management ===
+;<span id="Customer Agreement Portfolio">Customer Agreement Portfolio</span>
+: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.
 ;<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]]).
+;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.
 ;<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.
-;<span id="SDP">Service Design Package (SDP)</span>
-:The Service Design Package builds upon the Service Level Requirements. It further specifies the requirements from the viewpoint of the client and defines how these are actually fulfilled from a technical and organizational point of view (see also: [[Checklist Service Design Package SDP|ITIL Checklist Service Design Package - SDP]]).
-;<span id="SLM Document Templates">SLM Document Templates</span>
-: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, ...
 ;<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]]).
-;<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.
 ;<span id="Service Level Report">Service Level Report</span>
 :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.
-;<span id="SLA OLA UC Catalogue and Structure">SLA/ OLA/ UC Catalogue and Structure</span>
+;<span id="SLR">Service Level Requirements (SLR)</span>
-:A structured index of Service Level Agreements, Operational Level Agreement and Underpinning Contracts. Depending on the approach for structuring the agreements there might be multiple layers of agreements, from generic ones covering general SLM issues to specific ones for particular services/ service components and 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.
 ;<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>
+:Templates for the various documents used within Service Level Management, e.g. [[Service Level Management#SLR|Service Level Requirements]], [[Service Level Management#SLA|Service Level Agreements]], [[Service Level Management#OLA|Operational Level Agreements]], [[Supplier Management#UC|Underpinning Contracts]], [[Service Level Management#SAC|Service Acceptance Criteria]], ...
-== Additional Information on Service Level Management ==
+<p>&nbsp;</p>
-==== ITIL KPIs and Checklists ====
+== Checklists | KPIs ==
 * [[ITIL KPIs Service Design#ITIL KPIs Service Level Management|Key Performance Indicators (KPIs) Service Level Management]]
-* [[ITIL-Checklists#The most sought-after ITIL V3 Checklists|Checklists Service Level Management]]:
+* [[ITIL-Checklists#Checklists for Service Level Management|Checklists Service Level Management]]:
-** [[Checklist Service Design Package SDP]]
+** [[Checklist SLA OLA UC|Checklist Service Level Agreement (SLA) - Operational Level Agreement (OLA) - Underpinning Contract (UC)]], and
-** [[Checklist SLA OLA UC|Checklist Service Level Agreement (SLA) - Operational Level Agreement (OLA) - Underpinning Contract (UC)]]
+** [[Checklist Service Level Requirements (SLR)]]
+** [[Checklist Service Level Report]]
+** [[Checklist Protocol SLA Review]]
+<p>&nbsp;</p>
+== 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>&nbsp;</p>
+{| 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'''
+|-
+!  width="50%" align="center" style="background:#ffffee;" | ITIL Role | Sub-Process
+! style="background:#ffffee;" | [[Service Level Management#Service Level Manager|Service Level Manager]]
+! style="background:#ffffee;" | [[Service Level Management#Service Owner|Service Owner]]
+! style="background:#ffffee;" | Business Relationship Manager[[Service Level Management#Team|<small>[3]</small>]]
+! style="background:#ffffee;" | Applications Analyst[[Service Level Management#Team|<small>[3]</small>]]
+! style="background:#ffffee;" | Technical Analyst[[Service Level Management#Team|<small>[3]</small>]]
+! style="background:#ffffee;" | Other roles involved
+|-
+| 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>]]
+|
+|
+|
+|
+|
+|-
+| align="left" |[[#Service Level Management Requirements|Identification of Service Requirements]]
+| AR
+|
+| R[[Service Level Management#Team|<small>[3]</small>]]
+| R[[Service Level Management#Team|<small>[3]</small>]]
+| R[[Service Level Management#Team|<small>[3]</small>]]
+| R[[#ITIL Service Level Management Roles|<small>[4]</small>]]
+|-
+| align="left" |[[#Service Level Management Agreements|Agreements Sign-Off and Service Activation]]
+| AR
+| R
+|
+|
+|
+|
+|-
+| align="left" |[[#ITIL Service Level Management Reporting|Service Level Monitoring and Reporting]]
+| AR
+|
+|
+|
+|
+|
+|-
+|}
-==== ITIL Roles in Service Level Management ====
+<p>&nbsp;</p>
-;Service Level Manager - Process Owner
+'''Remarks'''
-: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.
-;Applications Analyst/ Architect
+<span id="Accountable">[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.</span>
-:The Applications Analyst/ Architect is responsible for designing applications required to provide a service.
-:This includes the specification of technologies, application architectures and data structures as a basis for application development or customization.
-;Service Design Manager
+<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>
-:The Service Design Manager is responsible for producing quality, secure and resilient designs for new or improved services.
-:This includes producing and maintaining all design documentation.
-;Service Owner
+<span id="Team">[3] see [[Roles within ITIL V3|&#8594; Role descriptions ...]]</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.
-;Technical Analyst/ Architect
+<span id="ITIL Service Level Management Roles">[4] Capacity Manager, Availability Manager, IT Service Continuity Manager, and Financial Manager.
-:The Technical Analyst/ Architect is responsible for designing infrastructure components and systems required to provide a service.
-:This includes the specification of technologies and products as a basis for their procurement and customization.
+<p>&nbsp;</p>
-<i><small>[[Main Page|Home]] > [[ITIL Processes]] > [[ITIL V3 Service Design|Service Design]] > [[Service Level Management|Service Level Management (SLM)]]</small></i>
 <!-- This page is assigned to the following categories: -->
-[[Category:ITIL V3]][[Category:ITIL process]][[Category:Service Design|Service Level Management]][[Category:Service Level Management|!]]
+[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL process]][[Category:Service Design|Service Level Management]][[Category:Service Level Management|!]]
 <!-- --- -->

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Service Level Management: Difference between revisions

Revision as of 20:10, 23 November 2011

Overview

Process Description

Sub-Processes

Definitions

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Roles | Responsibilities

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