Problem Management makes use of when supporting end users. Provides SLA parameters so Problem Management can understand the required resolution times necessary to meet current SLA targets. Provides expectations for feedback needed to be provided to end users. Problem Management to Service Level Management (SLM) Provides details on current escalation procedures that are in place to support current service level targets. Provides details around escalation SLA breaches that might occur. Provides details around Major Problems. Performs Major Problem reviews to understand what went well and what could have gone better. Service Level Management to Change Management Service catalog and current service levels. Change Management to Service Level Management (SLM) Schedule of changes so SLM will understand the potential impact of changes to current service levels. Service Level Management to Capacity Management SLRs so that Capacity Management can effectively provide an effective solution to meet service levels and service demands. Capacity Management to Service Level Management (SLM) Capacity plan, solutions and technology to assist in meeting current service level requirements (SLRs). Service Level Management to Availability Management Service Level Requirements, SLA’s, Operating Level Agreements (OLA’s), Underpinning Contracts (UC’s) Service Catalogue Availability Management to Service Level Management (SLM) Reports based on planned .vs. actual availability. Work with SLM to provide proper Service Level Agreement (SLA) targets. Service Level Management to IT Service Continuity Management (ITSCM) Service catalog Service level requirements and SLAs for critical services to ensure that these services are available during the event of a disaster. ITSCM to Service Level Management Service continuity plan Vital business functions and recovery procedures to ensure that the required services are up and running during the event of a disaster. Service Level Management to Configuration Management Service catalog and supporting service level agreements. Configuration Management to Service Level Management (SLM) CMDB providing details of all CIs and relationships that support the identified services agreed upon through Service Level Management.
Triggers Request for new service Inputs New Service Request Outputs Documented Service Level Requirements General Comments None Step # Responsible Role Action 2.1 Service Level Manager Gather Business Requirements Collect and negotiate the requirements from the business with input from: Service Liaisons Service Owners Governing documents such as MOU’s Remedy Incident Records. Go to 2.2 2.2 Service Level Manager, Infrastructure Leads Assess Against Capabilities Assess requirements against current capabilities to determine if current capabilities meet the requirements. Refer to OLA’s and UC’s for verification. Go to 2.3. 2.3 Service Level Manager SLR Resolution? Determine how the SLR will be managed. If Define Capabilities, go back to Procedure1.0 - Define Capabilities. If Modify SLR, go to Step 2.4. If no action at this time, go to step 2.5. 2.4 Service Level Manager Modify SLR After consulting with the customer modify the SLR as required. Go to 2.5. 2.5 Service Level Manager Document Service Level Requirements (SLRs) Collect and document the SLRs and post them within the Service Level Management SharePoint site. Go to 2.6.
Inputs Service Level Requirements Service Level Agreement (SLA) Underpinning Contracts (UC) Operational Level Agreements (OLA) Outputs Updated Service Level Agreement (SLA) Data Collection Document (DCD) General Comments In cases of major services, management may wish to negotiate directly, with the Service Level Manager acting as an advisor. Step Responsible Role Action 3.1 Service Level Manager Review Current Agreements Review agreements for: Similarities to proposed service(s) Potential impact or concern for resource or data conflicts 3.2 Service Level Manager, CD Contract Managers, External Vendors, Infrastructure Leads Negotiate UC/OLAs For UC’s, negotiate with external vendors in support and delivery of the defined service For OLAs, negotiate with the internal organizations and groups in support and delivery of the service 3.3 Service Level Manager, Customer Representative Negotiate SLA Negotiate and obtain agreement between the Customer and the supplier of the service for specific SLA(s). SLA’s will contain data specific to the service written in business terms and will include: Availability and Capacity targets Support Requirements IT Service Continuity Requirements Note: 3.2 and 3.3 are negotiated in parallel and iteratively until all impacted groups, including the customer, are in agreement. 3.4 Service Level Manager, Agreement Reached? Have both the Customer and the Service Owner agreed to the terms of the SLA? If Yes, go to Step 3.5 If no, go back to Steps 3.2 and 3.3
4.2 - Define Required Metrics A C R 4.3 - Gather and Process Data A, C R R R 4.4 - Analyze Data A R R C 4.5 - Produce Management Information A, R I I I 5.0 - Ensure Quality of Service 5.1 - Analyze Service Reports A R R R 5.2 - Is the Quality of Service met? A, R C 5.3 - Invoke Service Improvement Procedure A, R I I C