Service Level Management

Service Level Management, SLM, is the name given to the processes of planning, coordinating, drafting agreeing, monitoring and reporting on SLAs1, and the on-going review of the service achievements to ensure that the required and cost-justifiable service quality is maintained and gradually improved SLAs provide the basis for managing the relationship between the provider and the Customer (ITIL, 2003) (ITIL, 2007).

Participants: 1 to 4
Hours: 1
Participants are involved in:

  • Following and supervision of negotiating of IT service
  • Formulation of SLs
  • Following and supervision of accomplishment of SLAs
  • Support of IT service
  • Record and update of interruption of IT service
  • Following and supervison of customer satisfaction
  • Following and supervision of IT services

1) Mark with “X” the activities  the you recognize in your organization:

  • Formulates, agrees and maintains an appropriate SLM structure for the organization (  )
  • Negotiates, agrees and maintains the Service Level Agreements with the Customer (  )
  • Negotiates, agrees and maintains the Operational Level Agreements, OLA2, with the IT provider (  )
  • Negotiates  and  agrees with  both the Customer and IT Provider any Service Level Requirements for any proposed new/developing services (  )
  • Analyses and reviews service performance against the SLAs and OLAs (  )
  • Produces  regular reports on service performance and achievement to the Customer and IT provider at an appropriate level (  )
  • organizes and maintains the regular Service Level review process with both the IT Customer and IT provider (  )
  • initiates any actions required to maintain or improve service levels (  )
  • conducts annual (as appropriate) reviews of the entire Service Level process and negotiates, agrees and controls any amendments necessary (  )
  • Acts  as  co-ordination  point for any temporary Changes to service levels required (  )

 

Based on the activities selected which documents, roles and organizational units can be referred:
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Others activities defined in the organization:
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2) Mark with “X” the indicator of the customer´s perception that you recognize in your organization (Bernes, et al., 1998):

  •  Tangibles(Physical facilities, equipment and appearance of personnel):
    • Up to date equipments ( )
    • Physical facilities ( )
    • Neatness of employees ( )
    • Communication material ( )
  • Reliability (Ability to perform the promised service dependably and accurately)
    • Being sincere to solve problems ( )
    • Providing services at promised time ( )
    • Keeping records correctly ( )
    • Telling customer exactly what they do ( )
  • Responsiveness (Willingness to help customers and provide prompt service):
    • Prompt services to customers ( )
    • Employees willingness to help ( )
    • Employees oblige the request of customers ( )
  • Assurance (including competence, courtesy, credibility and security—Knowledge and courtesy of employees and their ability to inspire trust and confidence):
    • Employees are trustworthy ( )
    • Knowledgeable employees ( )
    • Consistent courteous ( )
    • Feeling safe ( )

Based on the indicators selected which documents, roles and organizational units can be referred:
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Others indicators defined in the organization:
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3) Mark with an “X”, the items of the Service Level Agreement (SLA) that you recognize in your organization:

  • Service Description (  )
  • Service Hours (  )
  • Service Availability (  )
  • Reliability (maximum number of service breach that can be tolerated within a agreed period [Mean Times Between Failures--MTBF]) (  )
  • Customer Support (  )
  • Service Performance (The expected performance of the IT service) (  )
  • Functionality (number of errors of particular  types that can be tolerated before the SLA is breached) (  )
  • Change management procedure (Details of any known changes that will impact upon the agreement, if any) (  )
  • IT service continuous (Details of any specific responsibilities on both sides) (  )
  • Printing (Details of any special conditions relating to printing or printer) (  )
  • Charging (Details of any charging formulas used, or reference out to charging policy document [if applicable]) (  )

Based on the items selected which documents, roles and organizational units can be referred:
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Others items defined in the organization:
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4) Mark with an “X”, the levels of the Service Level Agreement (SLA) that you recognize in your organization:

  • Corporate level: covering all the generic SLM issues appropriate to every Customer throughout the organization (  )
  • 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 the specific Customer group (one for each service covered by the SLA) (  )

Based on the levels of SLA selected which documents, roles and organizational units can be referred:
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Others other levels of SLA defined in the organization:
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5) Mark with “X” the Key Performance Indicator (KPI) of the SLM that your recognize in your organization:

ITIL V. 2.

  • Percentage of underpinning contracts and OLAs in place for all SLAs (  )
  • Percentage of review meetings being held on time and correctly minute (  )
  • Percentage of SLAs, OLAs and underpinning contract that are in need of review and update (  )
  • Percentage of service targets are being met and service breaches (  )
  • Percentage of service breaches followed up effectively (  )
  • Percentage of service level achievements improving (  )

ITIL V.3.

  • Percentage reduction in SLA targets missed (  )
  • Percentage reduction in SLA targets threatened (  )
  • Percentage increase in Customer perception and satisfaction of SLA achievements (  )
  • Percentage reduction in SLA breaches caused because of internal Operational Level Agreements (  )
  • Percentage increase in fully documented SLAs in place (  )
  • Percentage increase in SLAs agreed against operational services being run (  )
  • Percentage reduction in the costs associated with service provision (  )
  • Percentage reduction in the cost of monitoring and reporting SLAs (  )
  • Percentage increase in the speed and of developing and agreeing appropriate SLAs (  )
  • Increased percentage of services covered by SLAs (  )
  • Reduction in the time taken to respond to and implement SLA requests (  )
  • Increased percentage of SLA reviews completed on time (  )
  • Reduction in the percentage of outstanding SLAs for annual renegotiation (  )
  • Reduction in the percentage of SLAs requiring corrective changes (  )
  • Documentary evidence that issues raised at service and SLA reviews are being followed up and resolved (  )
  • Reduction in the number and severity of SLA breaches (  )
  • Effective review and follow-up of all SLA, OLA and underpinning contract breaches (  )

Based on the KPI selected which documents, roles and organizational units can be referred:
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Others KPIs defined in the organization:
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Bibliography

Bernes, J. G. and Howleft, D. M. 1998. Predictors of equity in relationship between finanical services providers and retail customers. s.l. : International Journal of Bank Marketing, 1998. pp. 15-23. Vol. 16.
ITIL. 2003. Service Delivery. Second edition. s.l. : The Stationery Office, 2003. 0-11-330015-8.
—. 2007. Service Design. s.l. : The Stationary Office, 2007. 978-11-331047-0.


1 SLA is a written agreement between an IT Service Provider and the IT Customer(s), defining the key service targets and responsibilities of both parties.

2 OLA is an internal agreement covering the delivery of services which support the IT organization in their delivery of services.