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Service Level Agreements and ITIL

Service Level Agreements and ITIL. Janelle Swann October 29 th , 2007 MBA 731. Agenda. Definition of Service Level Agreements Definition of ITIL Who should use SLAs and ITIL SLAs in relation to ITIL SLAs at DC Government Why is this necessary? Similar approaches

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Service Level Agreements and ITIL

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  1. Service Level Agreements and ITIL Janelle Swann October 29th, 2007 MBA 731

  2. Agenda Definition of Service Level Agreements Definition of ITIL Who should use SLAs and ITIL SLAs in relation to ITIL SLAs at DC Government Why is this necessary? Similar approaches How to implement SLAs in accordance with ITIL Closing

  3. What is a SLA? Service Level Agreement – a written agreement that defines levels of service that a customer can expect from a service provider. Allows a service provider and its customers (internal or external) to agree on acceptable levels of service based on the company’s business model. Originally used in the late 80’s by telecom operators Does not go into much technical detail (SLS or SLO) Common Metrics: ABA (Abandon Rate) ASA (Average Speed to Answer) TSF (Time Service Factor) FCR (First Call Resolution) Uptime Agreements

  4. What is ITIL? Information Technology Infrastructure Library: Best practices in management of IT service processes. Describes all the tasks, activities, inputs and outputs of commonly used processes in an organization. Developed in 1980’s by the Central Computers and Telecommunication Agency of the British Government. Fixed Components: ITIL books, Models, Organizations, and Certification Exams. Variable Components: Consultants, trainers, suppliers. Ongoing improvement process based on ITSM industry best practices Provides common terminology for the processes and functions making ITIL the de facto standard in ITSM.

  5. SLAs and ITIL: Who? Where applicable – IT Service Management Service management:is the development, provision and operation of services in IT. Service management frameworks provide guidance on service management production and operation methods. Service Desk – Single POC between users and ITSM. Incident control Communication Call center/Help Desk/Service Desk

  6. ITIL V2

  7. ITIL V2 Service Delivery Service Support

  8. ITIL V3

  9. DC Government Sample SLA Remedy Services Group SLAs and OLAs. Response Resolve SLAs based on ticket priority Operational Level Agreement is 75% of the SLA. Notice sent to management when OLA fails in an attempt to meet SLA. Clock stops when placed in pending status

  10. SLAs and ITIL: Why? Advantages Allows for continual identification, monitoring and review of the levels of IT services delivered Metrics established and monitored against a benchmark Ensures agreed IT Services are delivered when they are supposed to be Enhanced customer service Disadvantages Requires agreement between customer and service provider Difficult to commit to if unable to deliver Difficult for customer to monitor Definition of SLAs time consuming Implementation is a long term project

  11. Other ITSM Frameworks eTOM (enhanced Telecom Operations Map) – Guidebook specific to telecom industry ISO/IEC 20000 (International Organization for Standardization)- Set of standards for quality management systems. Ensures consistent business processes are applied. MOF (Microsoft Operations Framework) - Built on top of ITIL for manageability w/ Microsoft products and technology

  12. SLAs and ITIL Implementation: How? Obtain expert advice and input from ITIL user ITIL Certification & Training Employees speaking same language using same terminology Approach as IT Wide Strategy Engage customers, support personnel, and industry metrics in definition of SLAs Identify and deliver quick wins Combine process and tool activities Changing work, rewards, and behaviors throughout the organization

  13. Closing SLAs and ITIL = Improved Customer Service Accountability Baseline Performance Metrics Quality IT services through proven best practices Improved Productivity Questions?

  14. References Taylor, Sharon “ITIL Version 3: Support for the Growing Importance of Business Service Management” BMC Best Practices White Paper www.bmc.com/itil “Service Management – ITIL (IT Infrastructure Library” www.best-management-practice.com/IT-Service-Management-ITIL BMC ITIL Awareness WBT Information Technology Infrastructure Library http://en.wikipedia.org/wiki/ITIL Service Level Agreement http://en.wikipedia.org/wiki/Service_Level_Agreement BMC, “Remedy Service Level Agreements 5.5 User’s Guide”, June 2003

  15. Supporting Slides ITIL Users Microsoft IBM Barclays Bank HSBC Guinness Procter and Gamble British Airways Ministry of Defense Hewlett Packard

  16. Supporting Slides ITIL Benefits Reduced costs Improved IT services through proven best practices Improved customer service Standards and guidance Improved productivity Improved use of skills and experience

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