Table Of ContentService Level Management Best Practice
Handbook:
Building, Running and Managing Effective Service
Level Management SLAs - Ready to use supporting
documents bringing ITIL Theory into Practice
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Service Level Management
TABLE OF CONTENTS
INTRODUCTION ROADMAP........................................................................................5
SERVICE LEVEL MANGEMENT PRESENTATION...........................................................9
SUPPORTING DOCUMENTS.......................................................................................69
OBJECTIVES AND GOALS......................................................................................71
BUSINESS JUSTIFICATION DOCUMENTS................................................................75
SLM SCOPE.............................................................................................................81
POLICIES OBJECTIVE AND SCOPE.......................................................................89
SERVICE LEVEL REQUIREMENTS.............................................................................93
TECHNICAL SPECIFICATIONS..............................................................................101
FUNCTIONAL SPECIFICATIONS...........................................................................110
MULTI LEVEL BASED SLA.......................................................................................119
SERVICE BASED SLA.............................................................................................127
CUSTOMER BASED SLA........................................................................................135
UNDERPINNING CONTRACTS.............................................................................141
SERVICE OPTIONS................................................................................................145
PRICE LIST..............................................................................................................151
SERVICE CATALOG..............................................................................................155
COMMUNICATION PLAN....................................................................................168
BUSINESS AND IT SERVICE MAPPING..................................................................176
REPORTS KPI’s AND METRICS..............................................................................192
BUSINESS AND IT FLYERS......................................................................................198
EMAIL TEXT............................................................................................................202
SLM PROCESS MANAGER...................................................................................208
IMPLEMENTATION PLAN AND PROJECT PLAN......................................................212
FURTHER INFORMATION..........................................................................................220
Page 3
Service Level Management
Page 4
Service Level Management
INTRODUCTION ROADMAP
Many organizations are looking to implement Service Level Management as a
way to improve the structure and quality of the business.
This document describes the contents of the Service Level Management
Guide. The information found within the book is based on the ITIL Version 2
framework, specifically the Service Level Management process within the
Service Delivery phase.
The guide is designed to answer a lot of the questions about Service Level
Management and provide you with useful guides, templates and essential, but
simple assessments.
The supporting documents and assessments will help you identify the areas
within your organization that require the most activity in terms of change and
improvement.
Presentations can be used to educate or be used as the basis for
management presentations or when making business cases for Service Level
Management implementation.
The additional information will enable you to improve your organizations
methodology knowledge base.
The guide serves to act as a starting point. It will give you a clear path to
travel. It is designed to be a valuable source of information and activities.
The Service Level Management Guide:
(cid:131) Flows logically,
(cid:131) Is scalable,
(cid:131) Provides presentations, templates and documents,
(cid:131) Saves you time.
Page 5
Service Level Management
Step 1
Start by reviewing the PowerPoint presentation.
Service Level Management ITIL V2– This presentation provides a detailed
and comprehensive overview of Service Level Management in the specialist
areas of ITIL Version 2 and in particular, within the Service Level
Management process as part of the Service Delivery phase.
These presentations will give you a good knowledge and understanding of all
the terms, activities and concepts required within Service Level Management.
They can also be used as the basis for management presentations or when
making a formal business case for Service Level Management
implementation. Make sure you pay close attention to the notes, as well as
the slides, as references to further documents and resources are highlighted
here.
Page 6
Service Level Management
Step 2
If you did not look at the supporting documents and resources when prompted
during the PowerPoint presentations, do this now.
Below is an itemized list of the supporting documents and resources for easy
reference. You can use these documents and resources within your own
organization or as a template to help you in prepare your own bespoke
documentation.
Service Level Management ITIL V2:
• Objectives and Goals
• Business Justification Document
• SLM Scope
• Policies Objective and Scope
• Service Level Requirements
• Technical Specifications
• Functional Specifications
• Multi Level Based SLA
• Service Based SLA
• Customer Based SLA
• Underpinning Contracts
• Service Options
• Price List
• Service Catalog
• Communication Plan
• Business and IT Service Mapping
• Reports KPI’s and Metrics
• Business and IT Flyers
• Email Text
• SLM Process Manager
Page 7
Service Level Management
Step 3
Alternatively, continue by working through the Implementation Plan with the
focus on your organization. This will help you ascertain the Service Level
Management maturity for your organization. You will able to identify gaps and
areas of attention and/or improvement.
The supporting documents and resources found within the book will help you
fill these gaps by giving you a focused, practical and user-friendly approach to
Service Level Management.
Page 8
Service Level Management
SERVICE LEVEL MANGEMENT PRESENTATION
Please refer to Objectives and Goals on page 71 within this workbook
for more information.
Page 9
