ITIL Training Module - Service Design Part 3

3. SERVICE DESIGN => SERVICE LEVEL MANAGEMENT
 Customer requirements for all aspects of an IT Service
 Based on business objectives
 Used to negotiate service level targets to be included in
SLAs
SERVICE LEVEL REQUIREMENTS (SLR)
2
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 An agreement between an IT service provider and a
customer.
 Describes the IT service, documents service level targets, and
specifies the responsibilities of the IT service provider and the
customer.
 All targets agreed should be measurable
 Wordings of SLA should be clear, concise and no leave room
for ambiguity
SERVICE LEVEL AGREEMENT (SLA)
3

 Service Based : Covers one service for all
customers
 Customer Based : An agreement with an individual
customer group, covering all the services they use
 Multi Level: Avoids duplication and reduces effort
 Corporate level: This will cover all the generic SLM issues
appropriate to every customer throughout the organization.
 Customer level: This will cover all SLM issues relevant to
the particular customer group or business unit, regardless of
the service being used.
 Service level: This will cover all SLM issues relevant to the
specific service, in relation to a specific customer group (one
for each service covered by the SLA)
TYPES OF SLAS
4
Service-specific level SLA
Customer level SLA or
business unit level SLA
Corporate level SLA
© Crown copyright 2013. Reproduced
under licence of AXELOS Limited

SERVICE BASED SLA
5
Service Level Agreement
IT Infrastructure
Operational Level Agreements Underpinning Contracts
Internal Organizations External Organizations
Service A
Customer DCustomer CCustomer BCustomer A
Service-based SLA
© AXELOS copyright 2013. Reproduced under licence of AXELOS
Limited

CUSTOMER BASED SLAS
6
Service Level Agreement
IT Infrastructure
Operational Level Agreements Underpinning Contracts
Internal Organizations External Organizations
Service A Service CService B
Customer
Customer-based SLA
Limited

MULTI LEVEL SLA
7
Service Level
Customer Level
Corporate Level Corporate Level
Customer 1
Service A Service B Service C
Customer 2
Limited

 An Operational Level Agreement (OLA) is an agreement
between an IT service provider and another part of the
same organisation that assists with the provision of
services
 The Operational level Agreement defines the goods or
services to be provided and the responsibilities of both
parties
OPERATIVE LEVEL AGREEMENT (OLA)
8

 An Underpinning Contract (UC) is a legally binding
agreement between an IT service provider and a third
party, called the Supplier
 The Underpinning Contract defines targets and
responsibilities that are required to meet agreed service
level targets in a service level agreement.
UNDER-PINNING CONTRACTS (UC)
9

 A Service Provider is an Organisation supplying Services
to one or more Internal Customers or External
Customers
 A Supplier is a third party responsible for supplying
goods or Services that are required to deliver IT services
PROVIDER AND SUPPLIER
10

 SLM ensures that service is delivered as per agreed SLA
targets, while Business Relation Management (BRM)
focussed more on strategic perspective.
 For existing services, BRM will work with SLM to
understand the current levels of service and how likely
these are to change.
 BRM will facilitate the negotiation of SLAs for new or
changed services.
RELATION WITH BUSINESS RELATIONSHIP MANAGEMENT (BRM)
11

 Identifying the correct customer
 Having no prior experience (Draft SLA)
 Having no baseline information
 Gaining Service Desk ‘buy in’ to promote use
 Advertising SLA
 Ensuring agreement is signed
KEY CHALLENGES
12

13
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ITIL Training Module - Service Design Part 3

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ITIL Training Module - Service Design Part 3