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  • TEMPLATE ITIL Grade 1 D1 Service Level MGMT

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    Tim
    68 vizualizări2 pagini
    This document provides an overview of service level management. It describes the objectives of service level management as defining, documenting, agreeing to, monitoring, measuring, reporting on, and reviewing the level of services provided to ensure customer expectations are met. It discusses developing frameworks for service level agreements that can account for different customer needs. Metrics and key performance indicators are used to measure performance, such as the percentage of targets met, number of breaches, and services with up-to-date agreements and reports. Operational level agreements are also established for internal suppliers of services.

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    ITIL Grade 1 (early life) template

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    TEMPLATE ITIL Grade 1 D1 Service Level Mgmt

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    This document provides an overview of service level management. It describes the objectives of service level management as defining, documenting, agreeing to, monitoring, measuring, reporting on, and reviewing the level of services provided to ensure customer expectations are met. It discusses developing frameworks for service level agreements that can account for different customer needs. Metrics and key performance indicators are used to measure performance, such as the percentage of targets met, number of breaches, and services with up-to-date agreements and reports. Operational level agreements are also established for internal suppliers of services.

    Drepturi de autor:

    Attribution Non-Commercial (BY-NC)
    Descărcați ca PDF, TXT sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    68 vizualizări2 pagini

    TEMPLATE ITIL Grade 1 D1 Service Level MGMT

    Încărcat de

    Tim
    This document provides an overview of service level management. It describes the objectives of service level management as defining, documenting, agreeing to, monitoring, measuring, reporting on, and reviewing the level of services provided to ensure customer expectations are met. It discusses developing frameworks for service level agreements that can account for different customer needs. Metrics and key performance indicators are used to measure performance, such as the percentage of targets met, number of breaches, and services with up-to-date agreements and reports. Operational level agreements are also established for internal suppliers of services.

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    Attribution Non-Commercial (BY-NC)
    Descărcați ca PDF, TXT sau citiți online pe Scribd
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    din 2

    NHS ePortfolio TEMPLATE

    D1 Service Level Management Grade 1 Description


    Author Version 0.1 Date 16/02/2014

    Overview
    The purpose of Service Level Management (SLM) is to ensure that all operational services and their performances are measured accurately and consistently such that the services and reports produced meet the needs of the business and customer. This is achieved by ensuring that Service level agreements (SLAs) are attainable and can be measured for performance. The role of the Service Portfolio and Service catalogue is significant as this provides the necessary knowledge about services to generate suitable SLAs. Objectives Define, document, agree, monitor, measure, report and review the level of services provided Provide and improve the relationship and communications with business and customers Ensure measurable targets are developed for all services Monitor customer satisfaction with service quality Ensure that customers have a clear, unambiguous expectation of service levels to be delivered Ensure proactive measures to improve service levels are implemented where cost-justifiable

    Development of SLA frameworks It may be necessary to develop a framework of SLAs (and OLAs) where different customers have differing service expectations. Options include: Service-based SLA: where the SLA covers the same service to all customers Customer-based SLA: where an individual customer (or group) has a specific requirement for a service Multi-level SLA: This covers 3 layers of agreement, corporate level (for generic SLM, appropriate to all customers), customer level and service level. Operational Level Agreements (OLA) Internal suppliers of services such as Development or Support should have OLAs established that are not necessarily aligned with SLAs that they supply to. For example, an SLA that an incident will

    NES ePortfolio Grade 1 D1 Service Level Mgmt.doc

    NHS ePortfolio TEMPLATE


    be resolved in 48 hours but the OLA for Support might be 24 hours to process as the SLA must take into account the 24 hours for Development to implement (as part of their 24 hour OLA). Note that SLAs agree with external suppliers are referred to as Underpinning Contracts. These are dealt with in the process Supplier Management (D7)

    Metrics
    Metrics and Key Performance Indicators (KPIs) are used to judge the performance of a service. Measures include:
    *

    Number or percentage* of service targets being met Number and severity of service breaches Number of services with up to date SLAs Number of services with timely reports and reviews

    Do not use percentages for populations below 100

    Roles
    Senior (Project) management; Product manager

    People

    NES ePortfolio Grade 1 D1 Service Level Mgmt.doc

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