ITIL Fundamentals
What is ITIL?Five Stages of the ITIL Service Lifecycle
Service Strategy
Service ManagementFinancial ManagementService Portfolio Management (SPM)Demand ManagementBusiness Relationship Management
Service Design
Service Level Management (SLM)Service Catalog ManagementCapacity ManagementAvailability ManagementIT Service Continuity Management (ITSCM)Information Security ManagementSupplier Management
Service Transition
Change ManagementChange EvaluationTransition Planning and SupportRelease and Deployment ManagementService Validation and TestingService Asset and Configuration ManagementKnowledge Management
Service Operations
Access ManagementApplication ManagementEvent ManagementIncident ManagementService Operations FunctionsIT Operations ManagementPriority MatrixProblem ManagementRequest FulfillmentService DeskTechnical Management
RACI Responsibilities Matrix

Service Level Management (SLM)

Stage
2
Process
1

SLM focuses on:

  • Defining, negotiating, agreeing upon and documenting IT service targets.
  • Monitoring, measuring, and reporting on how well the service provider delivered the agreed upon targets.

Agreed upon targets are often spelled out in Service Level Agreements (SLAs).

SLAs vs OLAs

SLAs are agreements to provide specific services at a defined level of quality (warranty) for a specific price. SLAs typically need negotiation of agreements with other internal organizations (OLAs).

  • SLA -> Service Level Agreement
    • Between Service Provider and Customer
  • OLA -> Operational Level Agreement
    • Between the Internal Organizations who are providing service.

SLA Example

https://www.fleetster.net/legal/service-level-agreement.pdf

3 Types of SLA

  1. Corporate Level; all of the general issues relevant to the organization are covered, and they are the same throughout the entire organization. This SLA does not require frequent updates since its issues are typically unchanging.
  2. Customer Level; this type of agreements is used for individual customers and comprises all relevant services that a client may need
  3. Service Level; this SLA is a contract that includes one identical type of service for all of its customers. Because the service is limited to one unchanging standard, it is more straightforward and convenient for vendors.

Additionally, Multi-level SLA; a combination of levels with the purpose of addressing multiple sets of customers. Example -> when you have different tiers of customers who are paying for different types of service plans.

Next Up

Service Catalog Management
ITIL Notes by Johnny McNeil