SLA and ITIL - 1 Service Level Agreements and ITIL Janelle Swann October 29 th, 2007 MBA 731

SLA and ITIL - 2 Agenda Definition of Service Level Agreements Definition of ITIL Who should use SLAs and ITIL SLAs in relation to ITIL SLAs at DC Government Why is this necessary? Similar approaches How to implement SLAs in accordance with ITIL Closing

SLA and ITIL - 3 What is a SLA? Service Level Agreement – a written agreement that defines levels of service that a customer can expect from a service provider. –Allows a service provider and its customers (internal or external) to agree on acceptable levels of service based on the company’s business model. –Originally used in the late 80’s by telecom operators –Does not go into much technical detail (SLS or SLO) –Common Metrics: »ABA (Abandon Rate) »ASA (Average Speed to Answer) »TSF (Time Service Factor) »FCR (First Call Resolution) »Uptime Agreements

SLA and ITIL - 4 What is ITIL? Information Technology Infrastructure Library: Best practices in management of IT service processes. –Describes all the tasks, activities, inputs and outputs of commonly used processes in an organization. –Developed in 1980’s by the Central Computers and Telecommunication Agency of the British Government. –Fixed Components: ITIL books, Models, Organizations, and Certification Exams. –Variable Components: Consultants, trainers, suppliers. –Ongoing improvement process based on ITSM industry best practices –Provides common terminology for the processes and functions making ITIL the de facto standard in ITSM.

SLA and ITIL - 5 SLAs and ITIL: Who? Where applicable – IT Service Management Service management: is the development, provision and operation of services in IT. Service management frameworks provide guidance on service management production and operation methods. Service Desk – Single POC between users and ITSM. –Incident control –Communication Call center/Help Desk/Service Desk

SLA and ITIL - 6 ITIL V2

SLA and ITIL - 7 ITIL V2 Service SupportService Delivery

SLA and ITIL - 8 ITIL V3

SLA and ITIL - 9 DC Government Sample SLA Remedy Services Group SLAs and OLAs. –Response Resolve SLAs based on ticket priority –Operational Level Agreement is 75% of the SLA. Notice sent to management when OLA fails in an attempt to meet SLA. –Clock stops when placed in pending status

SLA and ITIL - 10 SLAs and ITIL: Why? Advantages –Allows for continual identification, monitoring and review of the levels of IT services delivered –Metrics established and monitored against a benchmark –Ensures agreed IT Services are delivered when they are supposed to be –Enhanced customer service Disadvantages –Requires agreement between customer and service provider –Difficult to commit to if unable to deliver –Difficult for customer to monitor –Definition of SLAs time consuming –Implementation is a long term project

SLA and ITIL - 11 Other ITSM Frameworks eTOM (enhanced Telecom Operations Map) – Guidebook specific to telecom industry ISO/IEC (International Organization for Standardization)- Set of standards for quality management systems. Ensures consistent business processes are applied. MOF (Microsoft Operations Framework) - Built on top of ITIL for manageability w/ Microsoft products and technology

SLA and ITIL - 12 SLAs and ITIL Implementation: How? Obtain expert advice and input from ITIL user –ITIL Certification & Training –Employees speaking same language using same terminology Approach as IT Wide Strategy Engage customers, support personnel, and industry metrics in definition of SLAs Identify and deliver quick wins Combine process and tool activities Changing work, rewards, and behaviors throughout the organization

SLA and ITIL - 13 Closing SLAs and ITIL = –Improved Customer Service –Accountability –Baseline Performance Metrics –Quality IT services through proven best practices –Improved Productivity Questions?

SLA and ITIL - 14 References Taylor, Sharon “ITIL Version 3: Support for the Growing Importance of Business Service Management” BMC Best Practices White Paper “Service Management – ITIL (IT Infrastructure Library” Management-ITIL Management-ITIL BMC ITIL Awareness WBT Information Technology Infrastructure Library Service Level Agreement BMC, “Remedy Service Level Agreements 5.5 User’s Guide”, June 2003

SLA and ITIL - 15 Supporting Slides ITIL Users –Microsoft –IBM –Barclays Bank –HSBC –Guinness –Procter and Gamble –British Airways –Ministry of Defense –Hewlett Packard

SLA and ITIL - 16 Supporting Slides ITIL Benefits –Reduced costs –Improved IT services through proven best practices –Improved customer service –Standards and guidance –Improved productivity –Improved use of skills and experience