Service Level Management SLM Concepts Explained Copyright 2002 Easytec Solutions.
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Transcript of Service Level Management SLM Concepts Explained Copyright 2002 Easytec Solutions.
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