Service Level Management
Release Data: November 21, 2001
Prepared by: Thomas Bronack
Section Table
of Contents
5.1. Introduction to Service
Level Management
5.1.6. SMC Discipline Interfaces
5.1.7. Service Level Management Disciplines
5.1.8. Functional areas associated with
Service Level Management
5.2.1. Defining Service Levels
5.2.2. Agreeing upon Service Level
Definitions
5.2.3. Formulating Service Level
Definitions
5.2.4. Overview of Service Level Definition
Document
5.2.5. Measuring Service Levels
5.2.6. Reporting on Service Levels
5.2.9. History and Trending Analysis
5.3.1. Creating Service Level Documents
5.3.2. Gaining Approval of Service Level
Documents
5.3.3. Implementing Service Level Documents
5.3.4. Updating Service Level Documents
5.4.1. Service Level Definitions
5.4.2. Service Level Documents
5.4.3. Service Level Monitoring
5.4.4. Service Level Reporting
5.4.5. Service level Review Meetings
5.5. Roles and
Responsibilities
5.5.3. Service Level Technician
5.5.4. Interfaces to other areas
5.6.1. Present System Weaknesses
5.6.2. Recommendations for Improvement
Section Table
of Figures
Figure 1:
Overview of SMC
Disciplines Associated with
Assets
Figure 2:
Functional Areas Responsible
for Service Level
Management
5. Service Level Management
5.1. Introduction to Service Level Management
5.1.1. Definition
5.1.2. Scope
5.1.3. Mission
5.1.4. Objectives
5.1.5. Benefits
5.1.6. SMC Discipline Interfaces
5.1.7. Service Level Management Disciplines
Inventory Management is the first step in implementing Service Level Management at an organization. It is responsible for answering the question -- "What Assets do we have?". The Configuration Management process is then responsible for answering "Where are those assets located?", and so on for the remaining disciplines.
Figure 1: Overview of SMC Disciplines Associated with Assets
To insure the curency of the Inventory Management System, it must be integrated within the everyday functions associated with acquisition, redeployment and termination of assets.
5.1.8. Functional areas associated with Service Level Management
Figure 2: Functional Areas Responsible for Service Level Management
5.2. Process Overview
5.2.1. Defining Service Levels
5.2.2. Agreeing upon Service Level Definitions
5.2.3. Formulating Service Level Definitions
5.2.4. Overview of Service Level Definition Document
5.2.5. Measuring Service Levels
5.2.6. Reporting on Service Levels
5.2.7. Backup process
5.2.8. Recovery process
5.2.9. History and Trending Analysis
5.3. Process Flow
5.3.1. Creating Service Level Documents
5.3.2. Gaining Approval of Service Level Documents
5.3.3. Implementing Service Level Documents
5.3.4. Updating Service Level Documents
5.4. Process Elements
5.4.1. Service Level Definitions
5.4.2. Service Level Documents
5.4.3. Service Level Monitoring
5.4.4. Service Level Reporting
5.4.5. Service level Review Meetings
·
Projecting
Future Demands
·
Calculating
Impact on Service Levels
5.5. Roles and Responsibilities
5.5.1. Service Level Manager
5.5.2. Service Level Analyst
5.5.3. Service Level Technician
5.5.4. Interfaces to other areas
·
Capacity
Management
·
Performance
Management
·
DASD Manager
·
Recovery Manager
·
Data Center
Manager
·
Change Control
Manager
5.6. Process Evaluation
5.6.1. Present System Weaknesses
5.6.2. Recommendations for Improvement