Ge#ng

Started with Service Level Management

101

BRIAN DUNBAR JENNIFER CHI

SOLUTION CONSULTANT SOLUTION CONSULTANT
ServiceNow ServiceNow

2016 ServiceNow All Rights Reserved

Agenda
IntroducKon
Understanding Service Level Agreements (SLA)
Understanding OperaKonal Level Agreements (OLA)
SLA/OLA ReporKng
Helsinki SLA Improvements

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IntroducKon

Brian Dunbar Jennifer Chi

SoluKon Consultant SoluKon Consultant
Madison, Wi Phoenix, AZ
ITIL Expert CerKed ITIL V3 FoundaKons CerKed
Enjoy running and playing craps (see you at the Enjoy all things geeky and learning new things
tables tonight) (currently trying to learn the Ukulele)

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Service Level Agreements

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What are Service Level Agreements?
Agreement Between Service Provider and Customer
Responsiveness
Quality
Availability
ResoluKon
CommunicaKon

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Why Service Level Agreements?
ExpectaKon Management
Process Measurement
Denes Procedures
Sets Standards
Improves Customer Service
Documents Agreement

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Tips For Success
Start Simple
Only agree to what you can measure
Phased or escalaKng SLAs
Reports on SLAs
Review SLAs regularly with Customers
Levels (Gold/Silver/Bronze)
Mind the Humans

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Lab #1

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Opera4onal Level Agreements

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What Are OperaKonal Level Agreements?
Agreements within the Service Provider in support of SLAs
Responsiveness
Quality
Availability
ResoluKon
CommunicaKon

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Why OperaKonal Level Agreements?
At a team level internal to IT
ExpectaKon Management
Process Measurement
Denes Procedures
Sets Standards
Improves Customer Service
Documents Agreement
Supports SLAs
Reusable
Promotes CollaboraKon

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Tips for Success

Start here
Understand what you
can measure
Phased or escalaKng OLAs
Reports on OLAs
Review OLAs regularly
Performance Management!?!

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Lab #2

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Repor4ng

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Tips for Success
Start Simple
Understand your personas
Management
Process owner
Process pracKKoner
Customer
Scorecards
Dashboards
Decision Data vs. Vanity Data
Tension Metrics

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Lab #3

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SLM in Helsinki
Improved Cancel and Resume
Calculate on Display*
Improved Schedule Sources
Improved Time Zone handling
RetroacKve Pause
*On new instances

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Top Takeaways
1. SLAs exist for your customer, make them customer friendly.
2. SLAs/OLAs help IT improve service delivery and quality.
3. Report at all levels, and understand personal incenKves
that could aect measures.

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 Take the Survey
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Thank You
Brian Dunbar Jennifer Chi

Solu%on Consultant Solu%on Consultant

ServiceNow ServiceNow
jennifer.chi@servicenow.com
brian.dunbar@servicenow.com

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