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Service Level Framework

Service Level Framework. Hendershott Consulting Inc web Presence: www.hci-itil.com Email: len.hendershott@rogers.com. Service Design / SLA Architecture. Services.

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Service Level Framework

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  1. Service Level Framework Hendershott Consulting Inc web Presence: www.hci-itil.com Email: len.hendershott@rogers.com Service Design / SLA Architecture

  2. Services “Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” ITIL Service Design Section 2.2.1 Service Design / SLA Architecture

  3. Service Portfolio Management A Service Portfoliodescribes services in terms of business value. ITIL Service Strategy Section 5.3 Service Portfolio Management is the application of systematic management to large classes of items managed by enterprise Information Technology (IT) capabilities and has an explicitly directive, strategic goal in determining what to continue investing in versus what to divest from. Wikipedia At its most mature, IT Portfolio Management is accomplished through the creation of two generic requirement sources: Application Portfolio - focuses on comparing spending on established systems based upon their relative value to the organization. Project Portfolio - addresses the issues with spending on the development of innovative capabilities in terms of potential ROI and reducing investment overlaps in situations where reorganization or acquisition occurs. Service Design / SLA Architecture

  4. Service Lifecycle Application Portfolio BIA Service Valuation Service Portfolio Demand Project Portfolio Service Design / SLA Architecture

  5. Service Lifecycle New Change Application Portfolio New New BIA Service Valuation Change New Service Portfolio Demand Project Portfolio Service Design / SLA Architecture

  6. Service Lifecycle New Change Application Portfolio New New BIA Service Valuation Change Service Requirements New Service Portfolio Demand Project Portfolio Service Design / SLA Architecture

  7. Service Requirements “No service can be designed, transitioned and operated in isolation. The relationship of each service to its supporting components and services must be clearly understood and recognized.” ITIL Service Design Section 3.3 Business Unit A Business Unit B Business Unit C The Business Enterprise 9 6 3 8 2 5 Business Process Business Process Business Process 1 4 7 • The scalability of the service to meet future requirements, in support of the long-term business objectives • The business processes and business units supported by the service • The IT service and the agreed business functionality and requirements • The service itself and its Service Level Requirement (SLR) or Service Level Agreement (SLA) • The technology components used to deploy and deliver the service, including the infrastructure, the environment, the data and the applications • The internally supported services and components and their associated Operational Level Agreements (OLAs) • The externally supported services and components and their associated underpinning contracts, which will often have their own related agreements and/or schedules • The performance measurements and metrics required • The legislated or required security levels. Information Technology Service Management SLAs OLAs UCs C C B B Supporting Service Service A A Infrastructure System H/W System S/W DBMS Networks Environment Data Applications Teams Suppliers Service Design / SLA Architecture

  8. Service Design SKMS • Requirements: a set of outline requirements have been received from the business or IT for a new or changed service • Defined: the set of requirements for the new service are being assessed, defined and documented and the SLR is being produced • Analyzed: the set of requirements for the new service are being analyzed and prioritized • Approved: the set of requirements for the new service have been finalized and authorized • Chartered: the new service requirements are being communicated and resources and budgets allocated • Designed: the new service and its constituent components are being designed and procured, if required • Developed: the service and its constituent components are being developed or harvested, if applicable • Built: the service and its constituent components are being built • Tested: the service and its constituent components are being tested • Released: the service and its constituent components are being released • Operational: the service and its constituent components are operational within the live environment • Retired: the service and its constituent components have been retired.. Service Portfolio Service Lifecycle Service Pipeline Service Catalogue Retired Service Service Design / Figure 3.7 The Service Portfolio & its Contents

  9. Architecting the Service SKMS • Requirements: a set of outline requirements have been received from the business or IT for a new or changed service • Defined: the set of requirements for the new service are being assessed, defined and documented and the SLR is being produced • Analyzed: the set of requirements for the new service are being analyzed and prioritized • Approved: the set of requirements for the new service have been finalized and authorized • Chartered: the new service requirements are being communicated and resources and budgets allocated • Designed: the new service and its constituent components are being designed and procured, if required • Developed: the service and its constituent components are being developed or harvested, if applicable • Built: the service and its constituent components are being built • Tested: the service and its constituent components are being tested • Released: the service and its constituent components are being released • Operational: the service and its constituent components are operational within the live environment • Retired: the service and its constituent components have been retired.. Service Portfolio Service Lifecycle Service Pipeline Service Catalogue Retired Service Service Design / Figure 3.7 The Service Portfolio & its Contents

  10. Service Catalogue SKMS Source of consistent information on all of the agreed services Service Portfolio Service Lifecycle Business Service Catalogue details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue. Service Pipeline Service Catalogue Technical Service Catalogue details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and Cls necessary to support the provision of the service to the business. Retired Service Service Design / Figure 3.7 The Service Portfolio & its Contents

  11. Service Level Management Negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider's ability to deliver the agreed level of service. Service Design / Figure 3.7 The Service Portfolio & its Contents

  12. Service Level Agreement Negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider's ability to deliver the agreed level of service. Service Design / Figure 3.7 The Service Portfolio & its Contents

  13. Service Level Agreement Service Design / Figure 3.7 The Service Portfolio & its Contents

  14. Service Level Agreement A written agreement between an IT service provider and the IT customer(s), defining the key service targets and responsibilities of both parties. Service Design / Figure 3.7 The Service Portfolio & its Contents

  15. SLA Frameworks Service-Based SLAs SLA covers one service, for all the customers of that service BU D The Business Enterprise BU A BU B BU C Service A Service Design / SLA Architecture

  16. SLA Frameworks Customer-Based SLAs Covers an individual customer group, for all the services they use The Business Enterprise BU A Service A Service B Service C Service D Service E Service F Service Design / SLA Architecture

  17. SLA Frameworks Multi-Level SLAs Combinations of the above frameworks, to avoid duplication and complexity. BU D The Business Enterprise Corporate-Wide: covering all the generic SLM issues appropriate to every customer throughout the organization. BU A BU B BU C Service A Service B Service C Service D Service E Service F Service Design / SLA Architecture

  18. SLA Frameworks Multi-Level SLAs Combinations of the above frameworks, to avoid duplication and complexity. BU D The Business Enterprise Customer Specific: covering all SLM issues relevant to the particular customer group or business unit, regardless of the service referenced. BU A BU B BU C Service A Service B Service C Service D Service E Service F Service Design / SLA Architecture

  19. SLA Frameworks Multi-Level SLAs Combinations of the above frameworks, to avoid duplication and complexity. BU D The Business Enterprise Tailored: covering all SLM issues relevant to the specific service, in relation to a specific customer group (one for each service covered by the SLA). BU A BU B BU C Service A Service B Service C Service D Service E Service F Service Design / SLA Architecture

  20. SLA Frameworks Multi-Level SLAs Combinations of the above frameworks, to avoid duplication and complexity. BU D The Service Level Framework The Business Enterprise BU A BU B BU C Service A Service B Service C Service D Service E Service F Service Design / SLA Architecture

  21. Hendershott Consulting Inc Email: len.hendershott@rogers.com ITIL process site: hci-itil.com

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