SMPM

Service Level Management

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7.1

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Table of Contents
1. MISSION........................................................................................................................ 3 2. DESCRIPTION................................................................................................................. 3
2.' S,-(IC, C%.%L/0 M%I1.,1%1C,.....................................................................................2 2.2 S,-(IC, %C.I(%.I/1....................................................................................................... ) 2.3 C4S./M,- I15/-M%.I/1 M%I1.,1%1C,...........................................................................6 2.4 S,-(IC, .,-MI1%.I/1................................................................................................... '' 2.2 SL% -,(I,7 %1 -,84,S. 9%1 LI10...........................................................................'3

3. SCOPE........................................................................................................................ 15 4. ROLES & RESPONSIBILITIES.........................................................................................15 5. KPIS........................................................................................................................... 1 . O!NER....................................................................................................................... 1

Copyright 2004 - 2008 BMC Software, Inc.

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" Service Level Management " BMC Software, Inc. " ).'

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1. M"ss"on
.he mi&&ion of the Service Level Management proce&& i& to formali:e, review an# maintain the agreement& $etween the &ervice provi#er organi:ation an# it& c!&tomer&.

2. Des#$"%t"on
.he Service Level Management proce&& con&i&t& of five proce#!re&. .he fir&t proce#!re i& calle# ;Service Catalog Maintenance;. It i& !&e# $y &ervice level a#mini&trator& when a change coor#inator ha& a&<e# for a new catalog item to $e regi&tere#. .he &econ# proce#!re i& calle# ;Service %ctivation;. .hi& proce#!re i& followe# $y &ervice level a#mini&trator& after a c!&tomer ha& &electe# a catalog item an# ha& #eci#e# to &!$&cri$e to the &ervice at the level &pecifie# $y thi& catalog item. .he thir# proce#!re i& calle# ;C!&tomer Information Maintenance;. .hi& proce#!re i& !&e# $y &ervice level a#mini&trator& when they regi&ter new c!&tomer& of the &ervice provi#er organi:ation. .hey al&o !&e thi& proce#!re when they !p#ate the contact information that ha& $een regi&tere# for the&e c!&tomer&. .he fo!rth proce#!re i& calle# ;Service .ermination;. It i& !&e# $y &ervice level a#mini&trator& when a &ervice, catalog item an#=or SL% i& #i&contin!e#. .he fifth proce#!re i& calle# ;SL% -eview an# -e>!e&t 9an#ling;. .hi& proce#!re i& !&e# $y &ervice level manager& when reviewing SL%& at the en# of their re&pective eval!ation term&. .he &ervice level manager& al&o !&e thi& proce#!re when c!&tomer repre&entative& contact them to &!$mit re>!e&t&. % graphical repre&entation of the proce&& i& provi#e# on the ne?t page.

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" Service Level Management " BMC Software, Inc. " ).'

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Se$&"#e Le&el Mana'e(ent P$o#ess

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2.1

Se$&"#e Catalo' Ma"ntenan#e

Change& that ca!&e the Service Level Management information to re>!ire an !p#ate incl!#e a ta&< that i& a&&igne# to the &ervice level a#mini&trator re>!e&ting thi& !p#ate to $e performe#. 7hen the &ervice level a#mini&trator receive& &!ch a ta&<, he=&he #etermine& whether a new catalog item i& re>!ire#. If thi& i& not the ca&e, the &ervice level a#mini&trator &<ip& the re&t of thi& proce#!re an# goe& to *roce#!re 2, Service %ctivation. If a new catalog item i& re>!ire#, however, the &ervice level a#mini&trator prepare& it !&ing the Catalog Item .emplate, or $y copying a &imilar catalog item. 9aving prepare# the new catalog item, the &ervice level a#mini&trator get& it approve# $y" the &ervice owner who will $e re&pon&i$le for meeting the SL.& &pecifie# in the catalog item, the &ervice level manager@&A of the c!&tomer organi:ation@&A for which the catalog item ha& $een prepare# to en&!re that the SL-& of the c!&tomer@&A are covere# $y the catalog item, an# the financial manager of the &ervice provi#er organi:ation who&e commitment i& re>!ire# for the financial a&pect& of the catalog item.

If the approver& re>!ire a#B!&tment& to $e ma#e $efore the new catalog item can $e &igne#, the &ervice level a#mini&trator a#B!&t& the catalog item a& nee#e# !ntil all approval &ignat!re& have $een collecte#. If the approver& cannot reach an agreement, however, the &ervice level a#mini&trator goe& to *roce#!re 4, Service .ermination to in#icate in the ta&< why the creation of the new catalog item ha& faile#. 7hen the approver& have all &igne# the new catalog item, the &ervice level a#mini&trator a##& it to the &ervice provi#er organi:ationC& we$-$a&e# &ervice catalog. If the new catalog item wa& prepare# a& a one off to meet the &pecific SL-& of one c!&tomer, the &ervice level manager en&!re& that the p!$li&he# ver&ion of the new catalog item cannot $e acce&&e# $y c!&tomer&. .he Service Catalog Maintenance proce#!re i& pre&ente# on the ne?t page.

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" Service Level Management " BMC Software, Inc. " ).'

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" ecem$er 02, 2004 " %pril 2', 2008 " + of '+

P$o#e)*$e 1+ Se$&"#e Catalo' Ma"ntenan#e

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" Service Level Management " BMC Software, Inc. " ).'

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2.2

Se$&"#e ,#t"&at"on

If the ta&< for the Service Level Management information !p#ate re>!e&t& the regi&tration of a new &ervice infra&tr!ct!re the &ervice level a#mini&trator #oe& thi& $y filling o!t the B!&ine&& Service form in the &ervice management application. If the ta&< re>!e&t& the preparation of a new SL%, the &ervice level a#mini&trator prepare& the new SL% $y filling o!t the Service Level %greement .emplate, printing two copie&, an# attaching a printo!t of the relevant catalog item to each copy. .he &ervice level a#mini&trator then collect& the &ignat!re& of $oth the c!&tomer repre&entative an# the &ervice owner who will $e re&pon&i$le for meeting the SL.& &pecifie# in the SL%. If either the c!&tomer repre&entative or the &ervice owner #eci#e# not &ign the SL%, the &ervice level a#mini&trator goe& to *roce#!re 4, Service .ermination to in#icate in the ta&< why the new SL% co!l# not $e e&ta$li&he#. /n the other han#, if the new SL% wa& &igne#, the &ervice level a#mini&trator file& one copy of the &igne# SL% an# ret!rn& the other to the c!&tomer repre&entative for hi&=her file&. Before regi&tering the new SL%, the &ervice level a#mini&trator chec<& the &ervice management application to &ee if the contact #etail& of the c!&tomer are !p-to-#ate. If the c!&tomer of the SL% ha& not yet $een regi&tere#, or if the contact #etail& of the c!&tomer are no longer !p-to-#ate, the &ervice level a#mini&trator en&!re& that the c!&tomer information i& regi&tere# or !p#ate# in *roce#!re 3, C!&tomer Information Maintenance. 7hen the c!&tomerC& contact #etail& are !p-to-#ate, the &ervice level a#mini&trator regi&ter& the new SL% in the &ervice management application to en&!re that the application monitor& the SL.& to help avoi# violation&. .he Service Activation proce#!re i& pre&ente# on the ne?t page.

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" Service Level Management " BMC Software, Inc. " ).'

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P$o#e)*$e 2+ Se$&"#e ,#t"&at"on

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" Service Level Management " BMC Software, Inc. " ).'

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2.3

C*sto(e$ Info$(at"on Ma"ntenan#e

.he &ervice level a#mini&trator& are re&pon&i$le for regi&tering an# !p#ating the contact #etail& of the &ervice provi#er organi:ationC& c!&tomer&. % &ervice level a#mini&trator perform& the c!&tomer information maintenance ta&<& when c!&tomer& &!$&cri$e to one of the provi#erC& &ervice& for the fir&t time @i.e. $efore regi&tering new SL%&A an# whenever !p#ate# contact information ha& $een receive# from an e?i&ting c!&tomer. If an in#ivi#!al c!&tomer or a c!&tomer organi:ation i& not alrea#y regi&tere#, the &ervice level a#mini&trator a##& thi& c!&tomer. If the c!&tomer alrea#y e?i&t& in the &ervice management application, the &ervice level a#mini&trator !p#ate& the c!&tomerC& contact information. %ll thi& i& #one in accor#ance with the fiel# !tili:ation g!i#eline& for the /rgani:ation 4p#ate form when it concern& a c!&tomer organi:ation. If it concern& an in#ivi#!al c!&tomer, a c!&tomer repre&entative, or a per&on who wor<& for the c!&tomer organi:ation an# m!&t $e &!pporte# $y the &ervice provi#er organi:ation, the &ervice level a#mini&trator follow& the fiel# !tili:ation g!i#eline& for the *eople form. .he Customer Information Maintenance proce#!re i& pre&ente# on the ne?t page.

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" Service Level Management " BMC Software, Inc. " ).'

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P$o#e)*$e 3+ C*sto(e$ Info$(at"on Ma"ntenan#e

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" Service Level Management " BMC Software, Inc. " ).'

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2.4

Se$&"#e Te$("nat"on

If the ta&< for the Service Level Management information !p#ate re>!e&t& the #i&contin!ation of a catalog item, the &ervice level a#mini&trator #oe& thi& $y en&!ring that it can no longer $e acce&&e# from the &ervice provi#er organi:ationC& we$-$a&e# &ervice catalog $y c!&tomer&. If the ta&< re>!e&t& the termination of one or more SL%&, the &ervice level a#mini&trator !p#ate& the SL% information in the &ervice level management application to en&!re that the SL.& are no longer monitore#. In a##ition, the &ervice level a#mini&trator in#icate& on the &igne# har#copy ver&ion of &!ch SL%& that they have $een #i&contin!e#. 5inally, the &ervice level a#mini&trator chec<& if there are any active SL%& left for the &ervice for which the SL%@&A were #i&contin!e#. If there are no more active SL%& left for thi& &ervice, the &ervice level a#mini&trator al&o #i&contin!e& the &ervice $y !p#ating it& &tat!& in the &ervice management application. 7hen no f!rther action i& re>!ire# from the &ervice level a#mini&trator in term& of !p#ating the Service Level Management information, he=&he !p#ate& the ta&<. 9e=&he #oe& thi& to inform the change coor#inator that the ta&< ha& either $een performe# &!cce&&f!lly or faile# @e.g. $eca!&e the re>!e&te# catalog item wa& not approve#, or $eca!&e the re>!e&te# SL% wa& not &igne#A. .he Service Termination proce#!re i& pre&ente# on the ne?t page.

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" Service Level Management " BMC Software, Inc. " ).'

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P$o#e)*$e 4+ Se$&"#e Te$("nat"on

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" Service Level Management " BMC Software, Inc. " ).'

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2.5

SL, Re&"e- an) Re.*est /an)l"n'

7hen the SL%@&A of one of the &ervice level managerC& c!&tomer organi:ation& have reache# the en# of their eval!ation term, he=&he &che#!le& a meeting with the repre&entative for thi& c!&tomer. 1e?t, the &ervice level manager #etermine& the act!al level at which the &ervice@&A have $een provi#e# over the pa&t term to the c!&tomer of the SL%@&A. .he &ervice level manager &!$&e>!ently compare& the act!al &ervice level& with the &ervice level target& @SL.&A &pecifie# in the SL%@&A. If one or more SL.& were violate# #!ring the eval!ation term, the &ervice level manager contact& the re&pon&i$le &ervice owner& to fin# o!t why the SL.& were violate# an# how the &ervice owner will en&!re that the&e SL.& will not $e violate# again. .he &ervice level manager !&e& all thi& information, along with hi&=her proactive improvement &!gge&tion&, to compile a #etaile# report for the c!&tomer repre&entative. .he &ervice level manager review& the report with the c!&tomer repre&entative, prefera$ly within one month after the en# of the eval!ation term. !ring the meeting the c!&tomer repre&entative inform& the &ervice level manager of any re>!e&t& from the c!&tomer organi:ation that he=&he repre&ent&. %fter the meeting the re>!e&t& are regi&tere# a& inci#ent re>!e&t& $y the &ervice level manager an# pa&&e# to the mo&t appropriate gro!p. .he &ervice level manager then #oc!ment& the min!te& of the meeting an# reference& the n!m$er& of the&e inci#ent re>!e&t&. .he min!te& are #i&tri$!te# to the c!&tomer repre&entative, the concerne# &ervice owner@&A, an# the manager of the &ervice #e&<. %# hoc re>!e&t& from c!&tomer repre&entative& are al&o regi&tere# $y the &ervice level manager an# pa&&e# to the mo&t appropriate gro!p. .he SLA Review and Re uest !andling proce#!re i& pre&ente# on the ne?t page.

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P$o#e)*$e 5+ SL, Re&"e- an) Re.*est /an)l"n'

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3. S#o%e
.he &cope of the Service Level Management proce&& i& limite# to the &ervice& that are @going to $eA provi#e# $y the &ervice provi#er organi:ation to it& c!&tomer&.

4. Roles & Res%ons"b"l"t"es

.he ta$le $elow li&t& the #ifferent role& that are involve# in the Service Level Management proce&&, along with their re&pective re&pon&i$ilitie&. Role Service Level %#mini&trator Res%ons"b"l"t0 Maintain& the we$-$a&e# &ervice catalog of the &ervice provi#er organi:ation $y a##ing an# removing catalog item& a& re>!e&te# $y Change Management. *repare& SL%& an# get& them &igne# a& re>!e&te# $y Change Management. -egi&ter& &ervice& an# SL%& in the &ervice management application to en&!re that thi& information i& availa$le to the re&t of the &ervice provi#er organi:ation. -egi&ter& the contact #etail& of in#ivi#!al c!&tomer&, c!&tomer organi:ation& an# c!&tomer repre&entative& when new c!&tomer& &!$&cri$e to the &ervice provi#erC& &ervice&. 4p#ate& the information of in#ivi#!al c!&tomer&, c!&tomer organi:ation& an# c!&tomer repre&entative& after !p#ate# contact information ha& $een receive#. *ro#!ce& report& to compare act!al ver&!& agree# !pon &ervice level& at the en# of an SL% eval!ation term. 5in#& o!t for each SL. that wa& violate# #!ring an SL% eval!ation term, why it wa& violate# an# which action& the &ervice owner ha& ta<en, or plan& to ta<e, to en&!re that the SL. will not $e violate# again. *roactively a##& improvement &!gge&tion& to the SL% eval!ation report for c!&tomer repre&entative&. -eview& act!al ver&!& agree# !pon &ervice level& with the c!&tomer repre&entative after the en# of an SL% eval!ation term. -egi&ter& the re>!e&t& from c!&tomer repre&entative& a& inci#ent re>!e&t& in the &ervice management application. 7rite& an# #i&tri$!te& the min!te& of SL% review meeting&.

Service Level Manager

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" Service Level Management " BMC Software, Inc. " ).'

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5. KPIs
.he ta$le $elow li&t& the <ey performance in#icator& @D*I&A that have $een &electe# for trac<ing the &!cce&& of the Service Level Management proce&&. KPI SL% review p!nct!ality Def"n"t"on .he average n!m$er of #ay& from the en# #ate of an SL% eval!ation term !ntil the #ate on which the SL% review wa& performe#. .he n!m$er of inci#ent re>!e&t& with the Service .ypeF fiel# &et to ;4&er Service -e>!e&t; that ha& $een regi&tere# $y the &ervice level manager&. .he n!m$er of SL%& for which the c!&tomer ha& not $een regi&tere# in the &ervice management application. 1$e.*en#0 /nce per SL% eval!ation term Monthly 2n"t E of #ay&

Change re>!e&t&

E of inci#ent re>!e&t& E of SL%&

4nregi&tere# c!&tomer&

Monthly

. O-ne$
.he owner of the Service Level Management proce&& i& the Service Management C%B. .hi& C%B i& re&pon&i$le for reviewing, an# &!$&e>!ently approving or reBecting, re>!e&t& for improvement of the Service Level Management proce&& an# it& &!pporting f!nctionality in the &ervice management application.

Copyright 2004 - 2008 BMC Software, Inc.