Académique Documents
Professionnel Documents
Culture Documents
Agenda
1 2 3 4 5
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Why SLAs? ITIL Introduction Service Level Management Implementation Considerations Wrap-up
Why SLAs?
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Opposing Perspectives
Business View
Once IT projects end, its tough to see what drives IT costs. IT does not have a good handle on controlling its expense $. Im unsure of how my IT demands create costs its a mystery. I find it hard to get commitments on IT service levels. Why is this so difficult?
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IT View
The business is only interested in projects, not operations & maintenance. The business keeps asking us to reduce expense $, while creating more demand. The business often expects something for nothing. The business has unrealistic expectations of service levels. Why is this so difficult?
Why SLAs?
To prevent this:
IT
Service Desk
Business Units
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ITIL Introduction
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Incident Management
Operational Processes
Problem Management
Change Management
ITIL
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IT Infrastructure
IT Services
ITIL
SLM
The process in charge of managing the quality and quantity of IT services
SLA
The written agreement between the IT department and its customers describing the characteristics of the services to be delivered
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Service catalog
Collection of all the visible services the IT department can provide its clients
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Service: something the client can describe in its own terms and is willing (potentially) to pay for
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Underpinning Contract
Contract with external service provider to satisfy clients SLAs.
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Relationships
Relationships between clients, service catalog, SLAs, OLAs and UCs
Service Catalog
Client A Client B Client C
SLA A1
Non-standard service
SLA C
Client Service Delivery Internal Suppliers
OLA 1 19
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OLA 2
OLA 3
UC 1
UC 2
External Suppliers
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SLA Contents
What should be in the Service Catalog?
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17
Document Information Signatures General Terms Summary of Responsibilities Service Description Incident and Problem Management Changes Affecting this Agreement Charging Restrictions Growth Management Reporting Training Service Review and Evaluation Business Continuity Security Requirements Index and Definitions List of Attachments/Associated Documents
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In a Nutshell
Enabling Services Component parts of delivered
services Can be internally or externally delivered
SLA Service Level Agreements Linked to Service Definitions Key metrics What the business expects to get
Desktop
(internal provider)
WAN
Technology Elements
LAN
Exchange
(internal provider)
(external provider)
(internal provider)
Toolsets
Serv ice Mgmt
Services
Catalogued Services What the business buys
Service Catalog Service Definitions
In c i d e n t, P ro b l e m , C h a n g e , .
HRIS
OLA
OLA
OLA
SLA
Financials
OLA
OLA
OLA
SLA
UC Externally provided
services Linked to OLA targets
OLA
OLA
OLA
SLA
UC
Systems Mgmt
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A l e rt M o n i to ri n g , C a p a c i ty & P e rf o rm a n c e , .
Design
Define Capability
Publish
Deliver
Consume
SLAs
Manage
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Service Catalog Review OLAs & UCs Monitor Typical chapters Report Commitments Managed Services Review Signatures Development Services Exceptions to Consulting Services standard STUFF WHICH THE BUSINESS VALUES !!!!
Key Roles
Clients Service Owner Users SLM Process Owner OLA Owners UC Owners Every role has responsibilities and/or accountabilities defined by the service organization and its processes
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Service Metrics
Create
Service reports & traffic lights Detailed reports from infrastructure management tools Service reviews Management reviews Dashboards
In c id e n ts
85 60 35 10
Change
N o . o f In c id e n t s lo g g e d a n d c lo s e d
C lo s e d In c id e n t s In f o rm a t io n
T ra n s c o C h a n g e s
1 0 .0 % 8 .0 % 6 .0 % 4 .0 % 2 .0 % 0 .0 %
100
100
90 80 70 60 50 40 30 20 10
80 60 40 20
Number of calls
-1 5 -4 0 -6 5 -9 0
-2 .0 % -4 .0 % -6 .0 % -8 .0 %
-1 0 .0 % 3 0 -J u l 0 6 -A u g 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p In ta rg e t O u t o f ta rg e t A c h ie vm e n t (T a rg e t 9 0 % )
0 3 0 -J u l 0 6 -A u g 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p C h a n g e s re g is te re d C h a n g e s Im p le m e n te d E xp e c te d L e ve l
Benefits
Management by fact! Proof of delivery Enables review Stimulates improvement
3 0 -J u l
0 6 -A u g Logged
1 3 -A u g
2 0 -A u g
2 7 -A u g
0 3 -S e p
1 0 -S e p
C lo s e d
E xp e c te d L e ve l
N o . o f In c id e n t s lo g g e d a n d c lo s e d
50 45 40 35 30 25 20 15 10 5 0 3 0 -J u l 0 6 -A u g Logged 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p 50 40 30 20 10 0 Number of calls -1 0 -2 0 -3 0 -4 0 -5 0 3 0 -J u l
C lo s e d In c id e n t s In f o rm a t io n
1 0 .0 % 8 .0 % 6 .0 % 4 .0 % 2 .0 % 0 .0 % -2 .0 % -4 .0 % -6 .0 % -8 .0 % -1 0 .0 % 0 6 -A u g 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p In ta rg e t O u t o f ta rg e t A c h ie ve m e n t (T a rg e t 9 0 % ) 9 9 .9 6 % 9 9 .9 5 % 9 9 .9 4 % 3 0 -J u l 9 9 .9 7 % 1 0 0 .0 0 % 9 9 .9 9 % 9 9 .9 8 %
N e tw o rk S L A Av a ila b ilit y
0 6 -A u g
1 3 -A u g
2 0 -A u g
2 7 -A u g
0 3 -S e p
1 0 -S e p
C lo s e d
E xp e c te d L e ve l
N e tw o rk S L A c o n fo rm a n c e
S L A Ta rg e t
W AN
N o . o f In c id e n t s lo g g e d a n d c lo s e d
25 20 15 10 5 0 3 0 -J u l 0 6 -A u g Logged 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p 25 20 15 10 5 0 -1 0 -1 5 -2 0 -2 5 3 0 -J u l 0 6 -A u g 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p In ta rg e t O u t o f ta rg e t Number of calls -5
C lo s e d In c id e n t s In f o rm a t io n
1 0 .0 % 8 .0 % 6 .0 % 4 .0 % 2 .0 % 0 .0 % -2 .0 % -4 .0 % -6 .0 % -8 .0 % -1 0 .0 % A c h ie ve m e n t (T a rg e t 9 0 % ) 9 9 .9 0 % 3 0 -J u l 9 9 .9 2 % 9 9 .9 4 % 9 9 .9 6 % 9 9 .9 8 % 1 0 0 .0 0 %
N e tw o rk S L A Av a ila b ilit y
0 6 -A u g
1 3 -A u g
2 0 -A u g
2 7 -A u g
0 3 -S e p
1 0 -S e p
C lo s e d
E xp e c te d L e ve l
N e tw o rk S L A c o n fo rm a n c e
S L A T a rg e t
LAN
N o . o f In c id e n t s lo g g e d a n d c lo s e d
12 10 8 6 4 2 0 3 0 -J u l 0 6 -A u g Logged 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p C lo s e d E xp e c te d L e ve l 20 15 10 5 0
Number of calls
C lo s e d In c id e n t s In f o rm a t io n
1 0 .0 % 8 .0 % 6 .0 % 4 .0 % 2 .0 % 0 .0 % -2 .0 % -4 .0 % -6 .0 % -8 .0 % -1 0 .0 % 3 0 -J u l 0 6 -A u g 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p In ta rg e t O u t o f ta rg e t A c h ie ve m e n t (T a rg e t 9 0 % )
N e t w o rk S L A Av a ila b ilit y
1 0 0 .0 0 %
9 9 .9 9 %
9 9 .9 8 %
-5
-1 0 -1 5 -2 0
9 9 .9 7 %
9 9 .9 6 % 3 0 -J u l 0 6 -A u g 1 3 -A u g 2 0 -A u g 2 7 -A u g 0 3 -S e p 1 0 -S e p N e tw o rk S L A c o n fo rm a n c e S L A T a rg e t
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Implementation Considerations
Before Starting
The SLM starting point will vary by situation.
IT perception in the organization
Business contributor or cost center
Organizational culture Business drivers & pain points Maturity of supporting processes
Incident, problem, change, etc.
Mix of new vs. existing services Mix of internal vs. third-party capabilities
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Bottom Line
Basically, SLM is about three things:
Setting objectives (that make sense to business) Measuring to make sure the objectives are attained Taking corrective action if needed
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Strategy Hints
Start with a smaller scope
For example: Critical services, Common corporate services, Focus on one client, etc.
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Wrap-up
FAQs
How many Service Catalogs per Company/Client?
There should be one Service Catalog for the IT department unless there is more than one service delivery organization.
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FAQs
What about non-standard services?
These should be requested using the Non-Standard Work Request process.
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Do Not Forget
To make the distinction between visible services and non-visible services To use language the clients and customers understand To thoroughly prepare the awareness campaign in order to define the expectations correctly To ensure communication channels between IT and the business To ensure that measurements and metrics are agreed upon and can be implemented and used To ensure that SLAs are actually backed up by OLAs and UCs (where these are necessary).
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Keep in Mind
A SLA, by itself, does not improve the services. A SLA is not just a collection of service level indicators. A SLA can harm more than it helps if not done properly! Just like in a marriage, the real work starts after the SLA is signed.
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Questions
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