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Design Division
Transition Division
Operations Division
Improvement Division


ITIL-V3 Bookcase
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Service Catalogue Manager
Service Level Manager
Risk Manager
Capacity Manager
Availability Manager
Business Continuity Manager
Infoformation Security Manager
Compliance Manager

Design Division

ITIL : 2.2 Service Level Manager

2.2: Service Level Manager
  02. Terms of Use...  
  10. Service Level Agreement...  
  11. Service Time Zone...  
  12. Service Authentication...  
  13. Service Permitted Values...  
  14. Service Expired Page...  
  15. Service Access Rights...  
  16. Service Fragmentation...  

2.2: Service Level Agreement
SLA is published for each service defined in the service catalogue with targets and responsibilities.

Service Level Manager
A significant part of every new design project involves the Service Level Manager who needs to correctly quantify the clients wishes in relationship with what can be cost justified.
It is very easy to go overboard and specify service levels that cause operational costs to be much higher than the business can justify.
Where the cost of delivering very high service level criteria is too much, the client will by paying for a service they do not need.
Where cost is reduced to deliver a low service level standard, the client will get an inadequate quality of service.
A lot of experience and professional skills are needed to arrive at the correct balance of cost and service level.

Service Level Agreement
1 Service Name.
2 Authority.
2.1 Customer.
2.2 Service Provider.
3 Contract Duration.
3.1 Commencement.
3.2 Expiry.
3.3 Continuation.
3.4 Termination.
4 Customer Outcome.
4.1 Business Justification.
4.2 Business procedures that support the service.
4.3 Desired outcome in terms of what is delivered.
4.4 Desired outcome in terms of warranty.
5 Service and Asset Criticality.
5.1 Identification of business critical assets connected with the service.
5.1.1 Vital Business Functions (VBF) supported by the service.
5.1.2 Other critical assets used within the service.
5.2 Estimation of the business impact by a loss of the service or assets in monitary terms.
6 Reference to further contracts which may also apply.
7 Service Times.
7.1 Hours of the day and days of the week when the service is available.
7.2 Public holidays and other exceptions.
7.3 Maintenance, testing and other scheduled downtime.
8 Required types and levels of support.
8.1 On-site Support.
8.1.1 Locations.
8.1.2 Types of user.
8.1.3 Types of infrastructure.
8.1.4 Reaction and resolution times by priority.
8.2 Remote Support.
8.2.1 Locations.
8.2.2 Types of user.
8.2.3 Types of infrastructure.
8.2.4 Reaction and resolution times by priority.

  
Service Level Agreement
9 Service Level Targets.
9.1 Availability Targets and Commitment.
9.1.1 Availability Definition and related unavailable conditions.
9.1.2 Availability targets and measurement facilities.
9.1.3 Reliability targets and mean time between failures (MTBF) and mean time between service incidents (MTBSI).
9.1.4 Maintainability targets and Mean Time to Restore Service (MTRS).
9.1.5 Downtimes for maintenance with pre-notification period.
9.1.6 Restrictions on maintenance based on critical business activities.
9.1.7 Procedures for announcing interuptions.
9.1.8 Requirements of availability reporting.
9.2 Capacity and Performance Targets and Commitment.
9.2.1 Required capacity by numbers and types of transactions, numbers of users and business cycles.
9.2.2 Required response times from applications.
9.2.3 Requirements for scalability, growth and utilization.
9.2.4 Requirements for capacity and performance reporting.
9.3 Service Continuity Targets.
9.3.1 Time within which a defined level of service must be re-established.
9.3.2 Time within which normal service service levels must be restored.
10 Mandated technical standards and specification fo the technical service interface.
10.1 Will work in any location using any kind of computer with any operating system version and without any special installed software.
11 Responsibilities.
11.1 Duties of the customer (owner).
11.2 Duties of the service provider.
11.3 Responsibilities of service users (with respect to security).
11.4 Security aspects to be observed when using the service.
12 Costs and pricing.
12.1 Costs for the service provision.
12.2 Rules for penalties and refunds.
13 Change History.