The service level agreement SLA guide : SLA book, templates for service level management and service level agreement forms : fast and easy way to write your SLA

206 Pages·2008·2.47 MB·English

by  Gerard Blokdijk

The Service Level Agreement SLA Guide:
SLA Book Templates for Service Level
Management and Service Level Agreement Forms
- Fast and Easy Way to Write your SLA

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Service Level Management Workbook
TABLE OF CONTENTS

TABLE OF CONTENTS..........................................................................................................3
INTRODUCTION ROADMAP.................................................................................................5
SERVICE DESIGN.................................................................................................................9
CONTINUAL SERVICE IMPROVEMENT...........................................................................43
SUPPORTING DOCUMENTS.............................................................................................55
Objectives and Goals...................................................................................................57
Policies Objectives and Goals.....................................................................................63
SLM Scope......................................................................................................................67
Business Justification Document..................................................................................75
Organizing for Service Design – Roles & Responsibilities..........................................81
SLM Process Manager...................................................................................................87
Customer Based SLA.....................................................................................................91
Service Based SLA..........................................................................................................99
Multi Level SLA’s...........................................................................................................108
Business and IT Service Mapping...............................................................................116
Operational Level Agreement...................................................................................130
Service Level Requirements........................................................................................136
Service Options............................................................................................................144
Underpinning Contracts..............................................................................................150
Functional Specification.............................................................................................156
Technical Specification...............................................................................................164
Price List.........................................................................................................................172
Communication Plan..................................................................................................176
Business and IT Flyers....................................................................................................184
Reports KPI’s Other Metrics.........................................................................................188
SLM IMPLEMENTATION & PROJECT PLAN..................................................................194
FURTHER INFORMATION...............................................................................................204

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Service Level Management Workbook

Page 4
Service Level Management Workbook
INTRODUCTION ROADMAP

Many organizations are looking to implement a 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
Workbook. The information found within the Workbook is based on the ITIL Version
3 framework, specifically the Service Design and Continual Service Improvement
phases which incorporate the updated ITIL version 3 Service Level Management
process.

The Workbook is designed to answer a lot of the questions that Service Level
Management process raises and provides 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 and bonus resources will enable you to improve your
organizations methodology knowledge base.

The workbook 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 Workbook:

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

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Service Level Management Workbook
Step 1

Start by reviewing the PowerPoint presentations in the following order:

Presentations 1 and 2 provide a detailed and comprehensive overview of Service
Level Management in the specialist areas of ITIL Version3

1. ITIL V3 SLM Presentation - Service Design.
2. ITIL V3 SLM Presentation - CSI

These presentations will give you a good knowledge and understanding of all the
terms, activities and concepts required within the Service Level Management
process. 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 pages, as well as the slides, as
references to further documents and resources are highlighted here.
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Service Level Management Workbook
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.

ITIL V3 SLM Presentation - Service Design
1. Objectives and Goals
2. Policies Objectives and Scope
3. SLM Scope
4. Business Justification document
5. Organizing for Service Design - Roles & Responsibilities
6. SLM Process Manager
7. Customer Based SLA
8. Service Based SLA
9. Multi level SLA's
10. Business and IT Service Mapping
11. Operational Level Agreement
12. Service Level Requirements
13. Service Options
14. Underpinning Contracts
15. Functional Specification
16. Technical Specification
17. Price List
18. Communication Plan
19. Business and IT Flyers
20. Reports KPI's other metrics
21. SLM Process Manager
22. Organizing for Service Design - Roles & Responsibilities

ITIL V3 SLM Presentation - CSI
Page 7
Service Level Management Workbook
Step 3

Alternatively, continue by working through the SLM Implementation & Project
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 bonus resources found within the workbook will
help you fill these gaps by giving you a focused, practical and user-friendly
approach to Service Level Management.

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Service Level Management Workbook
SERVICE DESIGN

Page 9