Service Level Management

ITILInformation Technology Infrastructure Library. A set of practices for HEAT that focuses on aligning IT services with the needs of business. service level managementAims to negotiate service level agreements with the customers and to design services in accordance with the agreed service level targets. aims to negotiate service level agreementAn agreement between the service provider and the customer documenting the agreed upon service levels for the service.s with the customers and to design services in accordance with the agreed service level targetA distinct measurement of service to be provided based on time and percentage of compliance: delivery target, response target, and resolution target.s. Service level management is also responsible for ensuring that all operational level agreements and underpinning contractAn Underpinning Contract is a Contract between an IT Service Provider and a Third Party. The Third Party provides goods or Services that support delivery of an IT Service to a Customer. The Underpinning Contract defines targets and responsibilities that the Service Provider will use to determine Service Level Targets and Packages.s are appropriate, and to monitor and report on service levels.

HEAT implements ITIL standards for service level management by:

• Defining services and expected delivery times.
• Monitoring service promises.
• Measuring customer satisfaction.

Successful ITIL adoption of service level standards depends upon interaction between teams and shared responsibilities among groups. For ITIL to succeed, the entire IT organization, including the staff and management of all teams must work together as a service-delivery chain.

Parts of Service Level Management

To accomplish this end, agreements are created.

• Service Level Agreements (SLA): A service level agreement is what an organization as a whole promises to a customer. The promise must be measurable, including level of service, start and end times, and expected results. For example, an organization could promise to deliver mobile communications support, such as network access, customer service, or cell phones. See Service Level Agreements.

• Operational Level Agreements (OLA): An operational level agreement is what a functional team within an organization promises to each other to support a service level agreement. The agreement describes the responsibilities of each internal support group toward other support groups, including the process and time frame for delivery of their services. The objective of the operational level agreement is to present a clear, concise and measurable description of the service provider's internal support relationships. For example, a team could agree to provide IT support for the Customer Service department. See Operational Level Agreements.

• Underpinning Contracts (UC)Underpinning contracts are between an organization and an outside vendor, and can be used in conjunction with an operational level agreement to support the service level agreement. For example, an organization could have a contract with the local power company to provide electricity at a certain level, or AT&T to provide a certain bandwidth of network access. See Underpinning Contracts.

Service Level Packages (SLP)

According to ITIL v3, a service level package is a defined level of utility and warranty for a particular service package. Basically, this means you can offer to your customers various levels of service.

In other words, service level packages are a suite of services offered to a customer. An organization devises a list of service offerings to provide. Those services can be grouped into a package that includes various levels of service provided. These packages are usually stipulated within the service level agreement.

For example, an organization could offer Gold, Silver, or Bronze service packages. The Bronze level package could provide mobile network access and a low-end cell phone. The Silver package could provide network access and a medium-level phone. While the Gold package could provide faster network service, a high-end cell phone, and unlimited customer service. See Service Level Packages.

You should be familiar with the following terms:

• A core service is an IT service that delivers basic outcomes desired by one or more customers.
• A service level package is a defined level of utility and warranty for a particular service package. Each service level package is designed to meet the needs of a particular pattern of business activity.

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