1. Slide 1 Service Level Management

2. Slide 2 Goal – Primary Objective To maintain and gradually improve business aligned IT service quality, through a constant cycle of Defining Agreeing Monitoring Reporting Reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service

3. Slide 3 Responsibilities Produce and maintain the Service Catalogue Negotiate and agree service levels Measure and report actual service levels against targets Maintain service levels in line with business requirements Co-ordinate other ITSM functions and suppliers Review all agreements and contracts against changing business need Proactively improve Service Levels

4. Slide 4 Terminology Service Catalogue (ARGOS Catalogue) Service Level Requirements (SLR) – Amounts Availability, Response Time …….. Service Level Agreement (SLA) – Document Client/Supplier Operational Level Agreement (OLA) – Document Internal Underpinning Contract (UC) – Document 3 rd Party Suppliers Service Improvement Programme (SIP) – To Maintain Business alignment

5. Slide 5 Structure of SLAs Some organisations adopt a multi-layer structure: Corporate Level - Covering all generic SLM issues appropriate to every Customer throughout the organisation Customer level - Covering all SLM issues relevant to the particular Customer group, regardless of the service being used Service Level - Covering all SLM issues relevant to the specific service, in relation to a specific Customer group

6. Slide 6 Structure of SLM Customer IT Systems IT ServiceInternalExternal Customers IT Service Department Supplier & Maintenance OLAUC SLA

7. Slide 7 SLA Contents Examples - Introduction- Change - Service Hours- IT Service Continuity - Availability %- Security - Reliability- Charging - Support- Service Reporting - Throughput and Reviewing - Transaction Response- Glossary of terms Times- Escalation Path - Batch turnaround times

8. Slide 8 Benefits Actual service delivered measured against targets Allows Customer to weigh service against charges (Value for Money) Potential cost reduction in long term Agreed conflict resolution route Less unpredictable demands Improved customer relations

9. Slide 9 Exam Tips Negotiate and Agree SLM

10. Slide 10 Exam Question Which of the following are direct advantages of entering into Service Level Agreements? 1The expectations of both the IT customer and the provider should be aligned 2Fewer incidents will occur 3Unambiguous measurements of service provision will be provided 4The number of changes that have to be backed out will decrease A2 & 4 B1 & 2 C3 & 4 D1 & 3

11. Slide 11 Financial Management Availability Management Capacity Management IT Service Continuity Management