Service Level Management: Difference between revisions

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==<span id="ITIL Service Level Management">Overview</span>==
'''<span id="Overview">Objective:</span>''' <html><span itemprop="description"><i><span itemprop="alternativeHeadline">ITIL <span itemprop="name Headline">Service Level Management</span></span></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>
 
<p><b>Part of</b>: <a itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design" title="ITIL Service Design">Service Design</a></html>
'''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#Service Level Manager|Service Level Manager]]
'''Process Owner''': [[Service Level Management#Service Level Manager|Service Level Manager]]
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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.  
Service Level Management has been completely redesigned in '''''ITIL 2011''''' following the introduction of the [[ITIL Design Coordination|Design Coordination]] process.  
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<p>&nbsp;</p>
<p>&nbsp;</p>


== Sub-Processes ==
==Sub-Processes==
 
These are the '''Service Level Management''' sub-processes and their process objectives:
 
<p>&nbsp;</p>
 
;<span id="Service Level Management Framework">Maintenance of the SLM Framework</span>
: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]].
 
;<span id="Service Level Management Requirements">Identification of Service Requirements</span>
: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.
 
;<span id="Service Level Management Agreements">Agreements Sign-Off and Service Activation</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 [[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.
 
<p>&nbsp;</p>
 
== Definitions ==
 
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:


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<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>&#160;</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><br />
</p><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><br />
</p><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><br />
</p><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>
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<p>&nbsp;</p>


;<span id="Customer Agreement Portfolio">Customer Agreement Portfolio</span>
==Definitions==
: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|ITIL Checklist SLA - OLA]]).
 
;<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.
 
;<span id="SAC">Service Acceptance Criteria (SAC)</span>
: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>
: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>
: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="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. 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="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]], ...


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<p><span itemprop="name">The following <a href="/index.php/ITIL%20Glossary#ITIL%20Glossary%20A-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>&#160;</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><br />
</p><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><br />
</p><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><br />
</p><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><br />
</p><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><br />
</p><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><br />
</p><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><br />
</p><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>
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<p>&nbsp;</p>
<p>&nbsp;</p>


== Checklists | KPIs ==
==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>==


* [[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#Service Level Management|Checklists Service Level Management]]:
*[[ITIL-Checklists#Service Level Management|Service Level Management templates and checklists]]:
** [[Checklist SLA OLA|Checklist Service Level Agreement (SLA) - Operational Level Agreement (OLA)]], 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]]
** [[Checklist Protocol SLA Review]]
**[[Checklist Protocol SLA Review]]


<p>&nbsp;</p>
<p>&nbsp;</p>


== Roles | Responsibilities ==
==Roles | Responsibilities==


;<span id="Service Level Manager">Service Level Manager - Process Owner</span>
'''<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]].
*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]].
<br />


;<span id="Service Owner">Service Owner</span>
'''<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.
*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>
<p>&nbsp;</p>


{| border="1" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top"
{| border="1" cellpadding="5" cellspacing="0" style="margin-left: auto; margin-right: auto; text-align:center;" valign="top"
|-
|-
| valign="top" colspan="7" style="background:#ffffdd;" align="center"| '''<span id="RACI-Matrix-Service-Level-Management">Responsibility Matrix: ITIL Service Level Management</span>'''
|style="vertical-align:top; text-align:center" colspan="7" style="background:#ffffdd;"| '''<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
!style="background:#ffffee; width: 50%; text-align:center" | ITIL Role | Sub-Process
! style="background:#ffffee;" | [[Service Level Management#Service Level Manager|Service Level Manager]]
! 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;" | [[Service Level Management#Service Owner|Service Owner]]
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! style="background:#ffffee;" | Other roles involved  
! style="background:#ffffee;" | Other roles involved  
|-
|-
| align="left" |[[#Service Level Management Framework|Maintenance of the SLM Framework]]
|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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| -
| -
|-
|-
| align="left" |[[#Service Level Management Requirements|Identification of Service Requirements]]
|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>]]
|-
|-
| align="left" |[[#Service Level Management Agreements|Agreements Sign-Off and Service Activation]]
|style="text-align:left;" |[[#Service Level Management Agreements|Agreements Sign-Off and Service Activation]]
| AR
| AR
| R
| R
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| -
| -
|-
|-
| align="left" |[[#ITIL Service Level Management Reporting|Service Level Monitoring and Reporting]]
|style="text-align:left;" |[[#ITIL Service Level Management Reporting|Service Level Monitoring and Reporting]]
| AR
| AR
| -
| -
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<span id="Team">[3] see [[ITIL Roles|&#8594; Role descriptions ...]]</span>
<span id="Team">[3] see [[ITIL Roles|&#8594; 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|&#8594; Role descriptions ...]])
<span id="ITIL Service Level Management Roles">[4] Capacity Manager, Availability Manager, IT Service Continuity Manager, and Financial Manager (see [[ITIL Roles|&#8594; Role descriptions ...]])</span>


<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
==[ Infobox ]==


<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>
<html><table class="wikitable">
<tr>
<td>Link to this page:</td>
<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Service_Level_Management">https://wiki.en.it-processmaps.com/index.php/Service_Level_Management</a></td>
</tr>
<tr>
<td>Languages:</td>
<td><span itemprop="inLanguage" content="en">English</span> | <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/Service_Level_Management" title="Service Level Management">Deutsch</a></span> | <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/ITIL_Gestion_del_Nivel_de_Servicio_-_SLM" title="Gestión del Nivel de Servicio">espa&#xf1;ol</a></span></td>
</tr>
<tr>
<td>Image:</td>
<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/9/9f/Service-level-management.jpg" title="Service Level Management - SLM">ITIL Service Level Management (.JPG)</a></td>
</tr>
<tr>
<td>Author:</td>
<td><span itemprop="author">Stefan Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span> &nbsp;&nbsp; <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></td>
</tr>
</table>


<p><small>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Service_Level_Management#Process_Description" itemprop="url"><span itemprop="title">Process Description</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Service_Level_Management#Sub-Processes" itemprop="url"><span itemprop="title">Sub-Processes</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Service_Level_Management#Definitions" itemprop="url"><span itemprop="title">Definitions</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Service_Level_Management#Templates_.7C_KPIs" itemprop="url"><span itemprop="title">Templates</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Service_Level_Management#Roles_.7C_Responsibilities" itemprop="url"><span itemprop="title">Roles</span></a>
</span>
</small></p>
</div><!-- end of schema.org/WebPage --><p></html>


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[[Category:ITIL V3]][[Category:ITIL 2011]][[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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Revision as of 13:19, 19 December 2013

<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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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 has been completely redesigned in ITIL 2011 following the introduction of the Design Coordination process.

Service Level Management ITIL
Service Level Management

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


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 | KPIs

 

Roles | Responsibilities

Service Level Manager - Process Owner


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.

 

Responsibility Matrix: ITIL Service Level Management
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 ...)

 

 

[ Infobox ]

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