Lesson Objectives:

•Service Level Management

 Why Service Level Management ???

• It helps to ensure that we deliver IT services to our customers in a

reliable and cost effective manner.

• It is used to create a balance between what level of quality of service an

IT organization can provide and what a customer wishes to receive.
Objectives of Service Level Management:

• Measuring service performance

 To report performance
 To track costs
 Allow corrective action

• Providing improved quality service

 Improve customer relationship
 Improve customer satisfaction

• Awareness about responsibilities and roles between

IT organization and customer
 Fewer misunderstandings
 Faster resolution of disputes
A primary tool for SLM : The SLA

• SLA provides the customer and the IT service provider with a definite
product which both parties support and agree with.
Ten common features of SLA:
• Service Description
 Description of key business functions, deliverables
 Scale, impact & priority of service

• Service Hours
 Description of the hours the service would be available

• Service availability
 Description of targeted levels of service within agreed upon hours

• Support Levels
 Description of how to contact service desk

• Performance
 Details about responsiveness of the service
 Expected turnaround time
• Functionality
 Number of errors allowed before determining that the SLA has been breached

• Charges
 Details of billing formulas used

• Continuity
 Disaster recovery plan including details of the service provision and recovery times

• Security
 Security of IT services
 Security Measures taken

• Changes
 Details of the change management procedures
Structure of SLA:

• MULTILEVEL

• SERVICE BASED

• CUSTOMER BASED
Multilevel SLA:

 What kind of services can MULTILEVEL Structure cover?

Service based SLA:
Customer Based SLA:
Stages of the SLM process :
 Documents created during Negotiation Phase:

NEGOTIATION PHASE:
FINALIZING PHASE:
• Drafting

• Amending

• Completing SLA and supporting

agreements
MONITORING PHASE:
• SLA monitored to ensure the service levels are being met.

REPORTING PHASE:
• Reports are generated to compare the agreed upon and the actual SLA.
REVIEWING PHASE:

• Considering aspects regarding problems related to services and

changes within agreed SLA.

• Creating SIP (Service improvement program) for those IT services

not meeting the agreed upon SLAs.
WHO IS IN-CHARGE OF THE SLM
PROCESS?
  The Service Level Manager

 Creates SLA

 OLA and UC

 Review performance

 Update SIP
How to make SLM process successful?
 SLM process needs to work along with other different processes
Problems with implementing SLM:
 Problems:

 IT Culture change – Adhering to established agreements

 Change in targets

 Costs:

 Personnel costs

 Training and documentation

But Finally….
QUESTIONS ???