Join Mark Thomas for an in-depth discussion in this video Key activities of Service Level Management, part of Cert Prep: ITIL Foundations.
- Ok, so, still on service level management here in service design and there are a couple activities I want to make sure we're familiar with. One of the questions that comes up a lot is how do we design these SLAs? What's the overall structure of this? So, a couple of them I want to share with you up here. One is what we call a service based service level agreement. A serviced based, it's probably the simplest to understand, but it's the hardest to really manage sometimes. This basically is, here's the service, here's what you all, here's what we've negotiated with, basically the entire set of users, or the customer groups we have out there.
Take email for example. Email as a service, here's email, here's what we've agreed across the board, OK? Pretty simple to understand. Now, the challenge you run into is there might be a customer group or a specific area that has a little bit different requirements for their service levels. It can't be attacked with this broad service base. So, you might look at a specific customer base then. So, we might go to each specific customer group and negotiate with that customer group, the complete set of services and the agreements that we have as a part of those.
Another one is what we might call multilevel. And if you think about multilevel, basically it simplifies maintenance and reduces the number of required SLAs because we start to tier and look at different levels. We have what's called a corporate level. So at a corporate level, basically, generic issues, types of things appropriate to all customers. So, it's basically at a very high level, here's what we're looking at from a larger perspective. The second one that we have is what's called the customer level.
So at a customer level, this is an SLA that's particular to an individual customer or group. So it's not ubiquitous to the entire organization, more customer focused for your group. And then we have, basically what's called a service level. Ironic that since we're on service level management. It covers all issues for each service used by a particular customer groups. And that's what we call a multilevel SLA. So, those are the three types of the multilevel.
Now, some activities to make sure you understand. So we need to, basically before we get started, agree on what these service level requirements are and make sure, as an IT service provider, that I have a really good understanding of what my underpinning agreements are and that I can even support those. So look at my operation level agreements, look at my underpinning contracts and that's going to help drive how we're negotiating across the SLAs. So, once we've agreed, we monitor, the service level manager monitor, measure and report on that service performance.
And we do that in a time frame that's consistent with the agreement we have with the customer. Review those services and agreements. We talk about a service review. I talked about it in the previous slide where it's either quarterly, monthly, where we have that sit down and say, "Here's how we're doing. "Where do we need more? "Where do we need less?" Measure and improve customer satisfaction. How are we doing? Log and manage the complaints and, of course, the compliments come along with that.
Manage the customer expectations. And so we do this through the service reviews, making sure the reporting and having the right level of communication with the service level manager and our customers. And develops contacts and relationships. What we're talking about in the contacts and relationships, use the service catalog information. Basically, the catalog information to proactively address business needs. So we might actually be looked at as strategic level trying to understand how these business needs might change future services that we have in there.
So those are some of the key activities as a part of service level management.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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