1. Copyright © 2006, BMC Software, Inc. All rights reserved. Unit 8 – Service Level Management ITIL Foundation – Concepts of IT Service Management (ITSM)

2. Service Level Management Slide 8-2 Copyright © 2006, BMC Software, Inc. All rights reserved. Unit Objectives › Describe the goals of Service Level Management › List the activities of Service Level Management › Describe the relationships Service Level Management has with other ITIL processes

3. Service Level Management Slide 8-3 Copyright © 2006, BMC Software, Inc. All rights reserved. IT Service Management Service Level Management Incident Management Service Desk Problem Management Change Management Capacity Management Availability Management Configuration Management Release Management Service Support Service Delivery Financial Management IT Service Continuity Management

4. Service Level Management Slide 8-4 Copyright © 2006, BMC Software, Inc. All rights reserved. Goals of Service Level Management › Maintain and improve IT service quality – through a constant cycle of agreeing, monitoring, and reporting on IT service achievements › Instigation of actions to eradicate poor service – in line with business or cost justification › Improving the relationship between IT and its Customers

5. Service Level Management Slide 8-5 Copyright © 2006, BMC Software, Inc. All rights reserved. Key Concepts and Terminology › Service –One or more IT systems which enable a business process –Something that changes value to the business –May be comprised of other Services › SLA –Service Level Agreement –A written agreement between an IT Service Provider and the IT Customer –Defining the key service targets and responsibilities of both parties

6. Service Level Management Slide 8-6 Copyright © 2006, BMC Software, Inc. All rights reserved.

7. Service Level Management Slide 8-7 Copyright © 2006, BMC Software, Inc. All rights reserved. Customer/SLM Relationship

8. Service Level Management Slide 8-8 Copyright © 2006, BMC Software, Inc. All rights reserved. Key Concepts and Terminology › Service Catalog –A list of all available services –A summary of their characteristics –Details of the Customers and maintainers of each service –Captured as a CI in the CMDB › Service Level Requirements (SLR) › Service Improvement Plan (SIP)

9. Service Level Management Slide 8-9 Copyright © 2006, BMC Software, Inc. All rights reserved.

10. Service Level Management Slide 8-10 Copyright © 2006, BMC Software, Inc. All rights reserved. Service Level Management Process › Service Level Agreements are defined between the Customer and the IT provider, based on the Service Catalog within the CMDB

11. Service Level Management Slide 8-11 Copyright © 2006, BMC Software, Inc. All rights reserved. Activities of Service Level Management

12. Service Level Management Slide 8-12 Copyright © 2006, BMC Software, Inc. All rights reserved. Establish SLM Function › Planning –Define roles and appoint Service Level Manager –Create a mission statement –Promote an awareness campaign –Plan Service Catalog and SLA structure –Identify the supporting tools › Implementation –Manage Customer expectations –Design structure of SLA

13. Service Level Management Slide 8-13 Copyright © 2006, BMC Software, Inc. All rights reserved.

14. Service Level Management Slide 8-14 Copyright © 2006, BMC Software, Inc. All rights reserved. SLA Structures › Service Based –Covers one Service –Example: One SLA for all Users of Email Service › Customer Based –Agreement with an individual Customer group –All requirements for the Customer › Multi-Level –Combination approach –Example: Corporate Customer Service

15. Service Level Management Slide 8-15 Copyright © 2006, BMC Software, Inc. All rights reserved.

16. Service Level Management Slide 8-16 Copyright © 2006, BMC Software, Inc. All rights reserved. Activities of Service Level Management (Continued)

17. Service Level Management Slide 8-17 Copyright © 2006, BMC Software, Inc. All rights reserved.

18. Service Level Management Slide 8-18 Copyright © 2006, BMC Software, Inc. All rights reserved. Operational Level Agreements and Underpinning Contracts

19. Service Level Management Slide 8-19 Copyright © 2006, BMC Software, Inc. All rights reserved. Activities of Service Level Management (Continued)

20. Service Level Management Slide 8-20 Copyright © 2006, BMC Software, Inc. All rights reserved.

21. Service Level Management Slide 8-21 Copyright © 2006, BMC Software, Inc. All rights reserved. Activities of Service Level Management (Continued)

22. Service Level Management Slide 8-22 Copyright © 2006, BMC Software, Inc. All rights reserved. Key Process Indicators (KPI) › Number of Services covered by SLAs › Underpinning contracts and OLAs in place for all SLAs › Customer perception statistics › Service Level Achievements › IT costs › Severity of Service Breaches

23. Service Level Management Slide 8-23 Copyright © 2006, BMC Software, Inc. All rights reserved. IT Service Management Service Level Management Incident Management Service Desk Problem Management Change Management Capacity Management Availability Management Configuration Management Release Management Service Support Service Delivery Financial Management IT Service Continuity Management

24. Service Level Management Slide 8-24 Copyright © 2006, BMC Software, Inc. All rights reserved. Wrap-Up Questions 1.What is the primary goal of Service Level Management? 2.What is a Service Catalog? 3.With whom are Service Level Agreements made, Users or Customers? 4.What is the difference between an Underpinning Contract and an Operation Level Agreement?

25. Service Level Management Slide 8-25 Copyright © 2006, BMC Software, Inc. All rights reserved. Wrap-Up Questions (Continued) 5.The Service Level Manager requires confirmation that the internal Service Desk can answer Customer calls within 10 seconds. In which document might the Service Desk’s agreement to this requirement be recorded? a. Internal Specification Sheet b. Operational Level Agreement c. Service Level Agreement d. An underpinning third party contract 6.When establishing a new SLA, or amending an existing one, which of the following should the Service Level Manager take into account? a. That the new, or revised, SLA can meet the targets agreed with the Customer b. That the conditions in other, or existing SLAs, can continue to be met c. That any possible impact of changes to the SLA can be identified d. All of the above

26. Service Level Management Slide 8-26 Copyright © 2006, BMC Software, Inc. All rights reserved. Wrap-Up Questions (Continued) 7.A Customer has requested a review of charges for services provided under an SLA. Within the SLA, there is provision for this. Who will review this with the Customer? a. The IT Finance Manager b. The Configuration Manager c. The Service Level Manager d. The Change Manager 8.For which purpose does Service Level Management use data from the Service Desk’s incident registration? a. To draw up Service Level Agreements (SLAs) b. To report on the number and nature of incidents that occurred during a specific period c. To determine the availability of an IT service using the number of resolved incidents d. To analyze, together with other data, in order to determine if the agreed service level is being provided

27. Service Level Management Slide 8-27 Copyright © 2006, BMC Software, Inc. All rights reserved. Wrap-Up Questions (Continued) 9.What do Service Level Requirements represent? a. The Customer’s expectations and needs regarding the service b. What the IT organization expects of the Customer c. The conditions required for the Service Level Agreement (SLA) d. A paragraph of the SLA with additional specifications required to execute the SLA

28. Service Level Management Slide 8-28 Copyright © 2006, BMC Software, Inc. All rights reserved. Wrap-Up Answers 1.To maintain and improve IT service quality, through a constant cycle of agreeing, monitoring, and reporting upon IT service achievements 2.It is a list of all the services provided, a summary of their characteristics, and details of the Customer and maintainers of each. 3.Service Level Agreements are usually negotiated with Customers since they are the ones paying for the service. 4.An Underpinning Contract is a legal document with an outside vendor, and an Operation Level Agreement is an agreement with an internal department or group.

29. Service Level Management Slide 8-29 Copyright © 2006, BMC Software, Inc. All rights reserved. Wrap-Up Answers (Continued) 5.(b) Operational Level Agreement 6.(d) All of the above 7.(c) The Service Level Manager 8.(d) To analyze, together with other data, in order to determine if the agreed service level is being provided 9.(a) The Customer’s expectations and needs regarding the service

30. Service Level Management Slide 8-30 Copyright © 2006, BMC Software, Inc. All rights reserved. Unit Summary › You are now able to accomplish the following tasks: –Describe the goals of Service Level Management –List the activities of Service Level Management –Describe the relationships Service Level Management has with other ITIL processes

31. Service Level Management Slide 8-31 Copyright © 2006, BMC Software, Inc. All rights reserved. Questions

32. Service Level Management Slide 8-32 Copyright © 2006, BMC Software, Inc. All rights reserved.