SLA and ITIL - 1

Service Level Agreements and ITIL

Janelle Swann

October 29th, 2007

MBA 731

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Agenda

• Definition of Service Level Agreements

• Definition of ITIL

• Who should use SLAs and ITIL

• SLAs in relation to ITIL

• SLAs at DC Government

• Why is this necessary?

• Similar approaches

• How to implement SLAs in accordance with ITIL

• Closing

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What is a SLA?

• Service Level Agreement – a written agreement that defines levels of service that a customer can expect from a service provider.

– Allows a service provider and its customers (internal or external) to agree on acceptable levels of service based on the company’s business model.

– Originally used in the late 80’s by telecom operators– Does not go into much technical detail (SLS or

SLO)– Common Metrics:

» ABA (Abandon Rate)» ASA (Average Speed to Answer)» TSF (Time Service Factor)» FCR (First Call Resolution)» Uptime Agreements

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What is ITIL?

• Information Technology Infrastructure Library: Best practices in management of IT service processes.

– Describes all the tasks, activities, inputs and outputs of commonly used processes in an organization.

– Developed in 1980’s by the Central Computers and Telecommunication Agency of the British Government.

– Fixed Components: ITIL books, Models, Organizations, and Certification Exams.

– Variable Components: Consultants, trainers, suppliers.– Ongoing improvement process based on ITSM industry

best practices– Provides common terminology for the processes and

functions making ITIL the de facto standard in ITSM.

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SLAs and ITIL: Who?

• Where applicable – IT Service Management

• Service management: is the development, provision and operation of services in IT. Service management frameworks provide guidance on service management production and operation methods.

• Service Desk – Single POC between users and ITSM.

– Incident control

– Communication

• Call center/Help Desk/Service Desk

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ITIL V2

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ITIL V2

Service Level ManagementMaintain and improve IT service quality.

Financial ManagementStewardship of IT assets and resources

Capacity ManagementMeet capacity and performance requirements

Availability ManagementDeliver required levels of availability

Continuity ManagementEnsure that IT functions can be recovered within agreed time frame

Incident ManagementRestore service quickly when an incident occurs

Problem ManagementMinimize impact of incidents on business

Change ManagementUtilize standardized methods to resolve change-related Incidents

Configuration ManagementProvide accurate information on system configurations

Release ManagementPlan and oversee successful SW/HW rollout

IT Service Desk Service SupportService Delivery

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ITIL V3

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DC Government Sample SLARSG Response SLA RSG Resolve SLA

Critical: 30 minutes (24x7) Critical: 4 hours (24X7)**High: 2 hours **High: 8 hours**Medium: 4 hours **Medium: 16 hours**Low: 4 hours **Low: 24 hours

**Note: Time is in business hours **Note: Time is in business hours

RSG Response OLA RSG Resolve OLAPriority PriorityCritical: 23 minutes (24x7) Critical: 3 hours (24X7)**High: 90 minutes **High: 6 hours**Medium: 3 hours **Medium: 12 hours**Low: 3 hours **Low : 18 hours

**Note: Time is in business hours **Note: Time is in business hours

• Remedy Services Group SLAs and OLAs.– Response Resolve SLAs based on ticket priority

– Operational Level Agreement is 75% of the SLA. Notice sent to management when OLA fails in an attempt to meet SLA.

– Clock stops when placed in pending status

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SLAs and ITIL: Why?

• Advantages– Allows for continual

identification, monitoring and review of the levels of IT services delivered

– Metrics established and monitored against a benchmark

– Ensures agreed IT Services are delivered when they are supposed to be

– Enhanced customer service

• Disadvantages– Requires agreement

between customer and service provider

– Difficult to commit to if unable to deliver

– Difficult for customer to monitor

– Definition of SLAs time consuming

– Implementation is a long term project

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Other ITSM Frameworks

• eTOM (enhanced Telecom Operations Map) – Guidebook specific to telecom industry

• ISO/IEC 20000 (International Organization for Standardization)- Set of standards for quality management systems. Ensures consistent business processes are applied.

• MOF (Microsoft Operations Framework) - Built on top of ITIL for manageability w/ Microsoft products and technology

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SLAs and ITIL Implementation: How?

• Obtain expert advice and input from ITIL user– ITIL Certification & Training

– Employees speaking same language using same terminology

• Approach as IT Wide Strategy

• Engage customers, support personnel, and industry metrics in definition of SLAs

• Identify and deliver quick wins

• Combine process and tool activities

• Changing work, rewards, and behaviors throughout the organization

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Closing

• SLAs and ITIL = – Improved Customer Service

– Accountability

– Baseline Performance Metrics

– Quality IT services through proven best practices

– Improved Productivity

• Questions?

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References

• Taylor, Sharon “ITIL Version 3: Support for the Growing Importance of Business Service Management” BMC Best Practices White Paper www.bmc.com/itil

• “Service Management – ITIL (IT Infrastructure Library” www.best-management-practice.com/IT-Service-Management-ITIL

• BMC ITIL Awareness WBT

• Information Technology Infrastructure Library http://en.wikipedia.org/wiki/ITIL

• Service Level Agreement http://en.wikipedia.org/wiki/Service_Level_Agreement

• BMC, “Remedy Service Level Agreements 5.5 User’s Guide”, June 2003

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Supporting Slides

• ITIL Users– Microsoft

– IBM

– Barclays Bank

– HSBC

– Guinness

– Procter and Gamble

– British Airways

– Ministry of Defense

– Hewlett Packard

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Supporting Slides

• ITIL Benefits– Reduced costs

– Improved IT services through proven best practices

– Improved customer service

– Standards and guidance

– Improved productivity

– Improved use of skills and experience