Service Level Management Best Practice Handbook: Building, Running and Managing Effective Service Level Management SLAs - Ready to use supporting documents bringing ITIL Theory into Practice

221 Pages·2008·4.04 MB·English

by  Gerard Blokdijk

Service Level Management Best Practice
Handbook:
Building, Running and Managing Effective Service
Level Management SLAs - Ready to use supporting
documents bringing ITIL Theory into Practice

Notice of Rights: Copyright © The Art of Service. All rights reserved. No part of
this book may be reproduced or transmitted in any form by any means,
electronic, mechanical, photocopying, recording, or otherwise, without the prior
written permission of the publisher.
Notice of Liability: The information in this book is distributed on an “As Is” basis
without warranty. While every precaution has been taken in the preparation of the
book, neither the author nor the publisher shall have any liability to any person or
entity with respect to any loss or damage caused or alleged to be caused directly
or indirectly by the instructions contained in this book or by the products
described in it.
Trademarks: Many of the designations used by manufacturers and sellers to
distinguish their products are claimed as trademarks. Where those designations
appear in this book, and the publisher was aware of a trademark claim, the
designations appear as requested by the owner of the trademark. All other
product names and services identified throughout this book are used in editorial
fashion only and for the benefit of such companies with no intention of
infringement of the trademark. No such use, or the use of any trade name, is
intended to convey endorsement or other affiliation with this book. ITIL® is a
Registered Community Trade Mark of OGC (Office of Government Commerce,
London, UK), and is Registered in the U.S. Patent and Trademark Office.
Write a Review and Receive a Bonus Emereo
eBook of Your Choice

Up to $99 RRP – Absolutely Free
If you recently bought this book we would love to hear from you – submit
a review of this title and you’ll receive an additional free ebook of your
choice from our catalog at http://www.emereo.org.
How Does it Work?
Submit your review of this title via the online store where you purchased
it. For example, to post a review on Amazon, just log in to your account
and click on the ‘Create Your Own Review’ button (under ‘Customer
Reviews’) on the relevant product page (you’ll find plenty of example
product reviews on Amazon). If you purchased from a different online
store, simply follow their procedures.
What Happens When I Submit my Review?
Once you have submitted your review, send us an email via
[email protected], and include a link to your review and a link to the
free eBook you’d like as our thank-you (from http://www.emereo.org –
choose any book you like from the catalog, up to $99 RRP). You will then
receive a reply email back from us, complete with your bonus ebook
download link. It's that simple!
Service Level Management

TABLE OF CONTENTS

INTRODUCTION ROADMAP........................................................................................5
SERVICE LEVEL MANGEMENT PRESENTATION...........................................................9
SUPPORTING DOCUMENTS.......................................................................................69
OBJECTIVES AND GOALS......................................................................................71
BUSINESS JUSTIFICATION DOCUMENTS................................................................75
SLM SCOPE.............................................................................................................81
POLICIES OBJECTIVE AND SCOPE.......................................................................89
SERVICE LEVEL REQUIREMENTS.............................................................................93
TECHNICAL SPECIFICATIONS..............................................................................101
FUNCTIONAL SPECIFICATIONS...........................................................................110
MULTI LEVEL BASED SLA.......................................................................................119
SERVICE BASED SLA.............................................................................................127
CUSTOMER BASED SLA........................................................................................135
UNDERPINNING CONTRACTS.............................................................................141
SERVICE OPTIONS................................................................................................145
PRICE LIST..............................................................................................................151
SERVICE CATALOG..............................................................................................155
COMMUNICATION PLAN....................................................................................168
BUSINESS AND IT SERVICE MAPPING..................................................................176
REPORTS KPI’s AND METRICS..............................................................................192
BUSINESS AND IT FLYERS......................................................................................198
EMAIL TEXT............................................................................................................202
SLM PROCESS MANAGER...................................................................................208
IMPLEMENTATION PLAN AND PROJECT PLAN......................................................212
FURTHER INFORMATION..........................................................................................220

Page 3
Service Level Management

Page 4
Service Level Management

INTRODUCTION ROADMAP

Many organizations are looking to implement Service Level Management as a
way to improve the structure and quality of the business.

This document describes the contents of the Service Level Management
Guide. The information found within the book is based on the ITIL Version 2
framework, specifically the Service Level Management process within the
Service Delivery phase.

The guide is designed to answer a lot of the questions about Service Level
Management and provide you with useful guides, templates and essential, but
simple assessments.

The supporting documents and assessments will help you identify the areas
within your organization that require the most activity in terms of change and
improvement.

Presentations can be used to educate or be used as the basis for
management presentations or when making business cases for Service Level
Management implementation.

The additional information will enable you to improve your organizations
methodology knowledge base.

The guide serves to act as a starting point. It will give you a clear path to
travel. It is designed to be a valuable source of information and activities.
The Service Level Management Guide:

(cid:131) Flows logically,
(cid:131) Is scalable,
(cid:131) Provides presentations, templates and documents,
(cid:131) Saves you time.

Page 5
Service Level Management

Step 1

Start by reviewing the PowerPoint presentation.

Service Level Management ITIL V2– This presentation provides a detailed
and comprehensive overview of Service Level Management in the specialist
areas of ITIL Version 2 and in particular, within the Service Level
Management process as part of the Service Delivery phase.

These presentations will give you a good knowledge and understanding of all
the terms, activities and concepts required within Service Level Management.
They can also be used as the basis for management presentations or when
making a formal business case for Service Level Management
implementation. Make sure you pay close attention to the notes, as well as
the slides, as references to further documents and resources are highlighted
here.
Page 6
Service Level Management

Step 2

If you did not look at the supporting documents and resources when prompted
during the PowerPoint presentations, do this now.

Below is an itemized list of the supporting documents and resources for easy
reference. You can use these documents and resources within your own
organization or as a template to help you in prepare your own bespoke
documentation.

Service Level Management ITIL V2:
• Objectives and Goals
• Business Justification Document
• SLM Scope
• Policies Objective and Scope
• Service Level Requirements
• Technical Specifications
• Functional Specifications
• Multi Level Based SLA
• Service Based SLA
• Customer Based SLA
• Underpinning Contracts
• Service Options
• Price List
• Service Catalog
• Communication Plan
• Business and IT Service Mapping
• Reports KPI’s and Metrics
• Business and IT Flyers
• Email Text
• SLM Process Manager
Page 7
Service Level Management

Step 3

Alternatively, continue by working through the Implementation Plan with the
focus on your organization. This will help you ascertain the Service Level
Management maturity for your organization. You will able to identify gaps and
areas of attention and/or improvement.

The supporting documents and resources found within the book will help you
fill these gaps by giving you a focused, practical and user-friendly approach to
Service Level Management.

Page 8
Service Level Management

SERVICE LEVEL MANGEMENT PRESENTATION

Please refer to Objectives and Goals on page 71 within this workbook
for more information.
Page 9