ITIL培训 09 服务级别管理.pptVIP

Slide * Service Level Management服务级别管理 Slide * Goal – Primary Objective To maintain and gradually improve business aligned IT service quality, through a constant cycle of Defining Agreeing Monitoring Reporting Reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of service Slide * Responsibilities Produce and maintain the Service Catalogue Negotiate and agree service levels Measure and report actual service levels against targets Maintain service levels in line with business requirements Co-ordinate other ITSM functions and suppliers Review all agreements and contracts against changing business need Proactively improve Service Levels Slide * Terminology Service Catalogue (ARGOS Catalogue) Service Level Requirements (SLR) – Amounts Availability, Response Time …….. Service Level Agreement (SLA) – Document Client/Supplier Operational Level Agreement (OLA) – Document Internal Underpinning Contract (UC) – Document 3rd Party Suppliers Service Improvement Programme (SIP) – To Maintain Business alignment Slide * Structure of SLAs Some organisations adopt a multi-layer structure: Corporate Level - Covering all generic SLM issues appropriate to every Customer throughout the organisation Customer level - Covering all SLM issues relevant to the particular Customer group, regardless of the service being used Service Level - Covering all SLM issues relevant to the specific service, in relation to a specific Customer group Slide * Structure of SLM Customer Customer Customer IT Systems IT Systems IT Service Internal External Customers IT Service Department Supplier Maintenance OLA UC SLA Slide * SLA Contents Examples - Introduction - Change - Service Hours - IT Service Continuity - Availability % - Security - Reliability - Charging - Support - Service Reporting - Throughput and Reviewing - Transaction Response - Glossary of terms Times - Escalation Path - Batch turnaround times Slide * Benefits Ac