Service Level Management

Balance between the Demand for IT services and the Supply of IT services by knowing
the requirements of the business and knowing the capabilities of IT.

Objectives:
• Business-like relationship between customer and supplier
• Improved specification and understanding of service requirements
• Greater flexibility and responsiveness in service provision
• Balance customer demands and cost of services provision
• Measurable service levels
• Quality improvement (continuous review)
• Objective conflict resolution

Tasks:
• Service Catalog
• Service Level Requirements
• Service Level Agreement
• Operational Level Agreements (OLA) and Contracts
• Service Specsheet
• Service Quality Plan
• Monitor, Review and Report
• Service Improvement Programs
• Customer Relationship Management

Minimum Requirements for an Agreement:
• Period
• Service Description
• Throughput
• Availability
• Response Times
• Signature

Other Possible Clauses:
• Contingency arrangements
• Review procedures
• Change procedures
• Support services
• Customer responsibilities
• Housekeeping
• Inputs and Outputs
• Changes

Ideally contracts are based on targets in the SLA
SLAs must be monitored regularly and reviewed regularly

• Monitor to see if service is being delivered to specification
• Review to see if service specification is still appropriate