- Monitoring of pre-SLA achievements, where to begin?
- Identifying targets that are achievable and reasonable
- Insufficient focus, resources and time
- Inadequate seniority of SLM staff
- Underpinning contracts ignored
- SLAs too long, written in technical jargon and not customer focused
- Improvement actions not adhered to.
Monthly Archives: July 2010
ITIL Service Level Manager Roles and responsibilities
store.theartofservice.com/service–level–management-complete-certification- kit.html
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This Study Guide and Online Course access provides complete, coverage of all exam objectives for the Service Level Management in a systematic approach, …
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store.theartofservice.com/the-service–level–management-and-sla-toolkit.html
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You focus on defining the goals of your organization’s successful Service Level Management and let this toolkit guide you to the end result.
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Service Level Manager:
- Must be senior enough to represent organization; with authority to do what is necessary
- Manages Service Catalog, SLAs and OLAs and ensures alignment of Underpinning Contracts
- Identifies and manages improvements to services and processes
- Analyzes and reports on Service Level Achievements.
Skills: Relationship Management, patience, tolerance, resilience and an understanding of the customer’s business and how IT contributes to the delivery of that product or service.
ITIL Service improvement plans
Service Improvement Plans are formal plans to implement improvements to a process or service. They are used to ensure that improvement actions are identified and carried out on a regular basis.
The identified improvements may come from:
- Breaches of Service Level Agreements
- Identification of user training and documentation issues
- Weak system testing
- Identified weak areas within internal and external support groups.
ITIL Service Level Management Activities
As an overview of Service Level Management, the process will generally consist of the following interrelated activities: (not necessarily in chronological order)
- Develop contacts and relationships
- Design an SLA framework
- Determine, document and agree requirements for new services
- Negotiate and develop SLAs
- Review and revise SLAs, underpinning agreements, Operational Level Agreements and service scope
- Monitoring service performance against SLAs
- Produce service reports
- Conduct service reviews and instigate improvements within an overall Service Improvement Plan (SIP)
- Collate measure and improve customer satisfaction
Managing complaints and compliments.
ITIL the typical contents of SLAs
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The key criteria for any information to be contained within an SLA is that it must be measureable, with all language used being clear and concise in order to aid understanding. As already discussed, SLAs should not only be used as legal documents for imposing penalties, otherwise it is in conflict with the goal of improving relationships between customers and the IT Service provider. Another mistake made by organizations in implementing SLAs is they that become too long and technically focused. When this occurs there is potential for misunderstandings or for the SLA to go unread.