Service Level Management Service Level Management

SLM Concepts Explained

Copyright 2002 Easytec Solutions

Why is SLM Important?Why is SLM Important?

ITIL have issued best practice information statements on SLM that have achieved recognition worldwide

SLM forms the basis for all Service Level Agreements

Implementing SLM best practice ensures quality services for your organisation

Definition of SLMDefinition of SLM

SLM is the management and organisation of IT processes, controls and procedures to ensure satisfactory levels of IT services are delivered to all IT users at an acceptable cost.

IT Service levels are normally defined in terms of responsiveness, performance, processing time, security and availability.

IT Service Level AttributesIT Service Level Attributes

Must be attainableMust be cost effectiveMust meet business needsMust be supported by negotiated SLAsMust be measurableMust be monitoredMust be agreed by all parties

Components of SLMComponents of SLM

AvailabilityMeasurementPerformanceReportingSecurityService supportService level agreements

SLM requires you to:SLM requires you to:

Define the business needDefine the servicesCommence discussions with users Negotiate the SLAsManage the SLAsUpgrade service quality continuously

AvailabilityAvailability

The availability of the services must be precisely defined

Allowance should be made for planned unavailability

Availability targets should be setDisruptive incidents need to be predicted

and managedExpectations must be realistic

Measurement & PerformanceMeasurement & Performance

All services must be capable of measurement Service levels are to be constantly monitored and

analysed Actual performance is to be compared to target

performance Availability, response times, problem resolution

time, processing speed, development response time all requires to be measured

Customer/user satisfaction must be measured

ReportingReporting

A comprehensive reporting process should be designed to enable the User and Provider to regularly review service level performance

Reporting must be accurate, current and meaningful

Reports should be provided on a daily, weekly, monthly and quarterly basis

SecuritySecurity

Managing the security process is a critical part of SLM

As all persons in the organisation are involved in the security process and in safeguarding the organisations information and IT systems – awareness is a big issue

IT Security management includes risk analysis, network security, cyber-crime, email and internet usage, data backups, disaster recovery and business continuity measures.

Service SupportService Support

Service support is an important part of problem and incident management

The Service Desk is a key component in the service support process and the first point of contact for user and customer problems.

The success of the Service Desk and service support activities is a major factor in the delivery of quality service levels.

Service Level AgreementsService Level Agreements

Service Level Agreements (SLAs) are the means to enforce SLM processes

SLAs provide an agreed framework for the delivery of services and the measurement of service quality

SLAs are negotiated between the provider and the user to ensure that the expectations of service are realistic and within the provider’s capabilities

SLAs provide detailed specifications of services to be delivered, the costs of delivering those services, the service availability, problem management criteria and performance measurement