itil service level management
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Lesson Objectives:
Service Level Management
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Why Service Level Management ???
It helps to ensure that we deliver IT services to our customers in areliable and cost effective manner.
It is used to create a balance between what level of quality of service anIT organization can provide and what a customer wishes to receive.
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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 betweenIT organization and customer
Fewer misunderstandings Faster resolution of disputes
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A primary tool for SLM : The SLA
SLA provides the customer and the IT service provider with a definiteproduct which both parties support and agree with.
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Ten common features of SLA:
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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
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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
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Structure of SLA:
MULTILEVEL
SERVICE BASED
CUSTOMER BASED
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Multilevel SLA:
What kind of services can MULTILEVEL Structure cover?
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Service based SLA:
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Customer Based SLA:
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Stages of the SLM process :
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NEGOTIATION PHASE:
Documents created during Negotiation Phase:
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FINALIZING PHASE: Drafting
Amending
Completing SLA and supportingagreements
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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.
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REVIEWING PHASE:
Considering aspects regarding problems related to services andchanges within agreed SLA.
Creating SIP (Service improvement program) for those IT services
not meeting the agreed upon SLAs.
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WHO IS IN-CHARGE OF THE SLMPROCESS? The Service Level Manager
Creates SLA
OLA and UC
Review performance
Update SIP
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How to make SLM process successful? SLM process needs to work along with other different processes
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Problems with implementing SLM: Problems:
IT Culture change Adhering to established agreements
Change in targets
Costs:
Personnel costs
Training and documentation
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But Finally.
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QUESTIONS ???