70 Financial Management - Essentials ee Considerations. » Sound stewardship > Minimize tsk in decision making > Basis of business estimating, planning, budgetinglfarecasting Service Level Management information ‘SecurityService Level Management “ Maintain and gradually improve business aligned IT service quality, through a constant cycle of defining, negotiating, agreeing, delivering, monitoring and reviewing and reporting IT service achievement and instigating actions to eradicate unacceptable levels of service Business-iike relationship between customer ‘and supplier ~ based on clear roles Greater flexibility and responsiveness in service provision Balance established customer requirements and cost af services provision Service Level Management “+ Service Catalog - 2 document produced by the IT department that provides a brief overview, in business terms, of all tne business and infrastructure services offered by the IT providers and may include servive charges + Service Level Requirement (SLR) - a document that records the Customer requirements for an IT service. it provides the basis for negotiations linked to Service Levet Objectives and SLAs and is, owned by a sonier business representative 4 Service Level Agreement (SLA) - 2 formal negotiated document that defines in quantitative and qualitative teims the service being offered customer 7172 3 ‘ Operational Level Agreement (OLA) — an internat do. by the Service Management Team, thal defines the working ‘unctional areas within an organization — strongly associated with procs * Underpinning Contract (UC) - 2 contract with an external suppl covering the delivery of good ancior services that contribute to the delivery of IT services to customers. The terms and conditions of UCs should reflect and be reflected in the appropriate SLAs. + Service Improvement Pian / Program (SIP) ~ @ for rogram developed when the IT service supplier is not delivering a service that meets the legitimate SLRs of the business representative or when greater cost-etfectiveness is achievable ‘st Establish Service Levot Requirements (SLRs) + Review Underpinning Contracts (UCs) and Opa (OLAS) ty and Financial issues with Customers PlansCustomer External Model oe conta 8 Suk Principal internat Principal Commercial Service Provider Service Provider ota Pondie t t ' t ' t i 1 Unterining Contact 1 1 ' Agreements and Contracts Contract, Service Level Agreement Exiernal agreement between two | Internal agreement though can bodies with separate legal existence supplement a contract Emphasis of contract is minimum | SLAs have service levels but the acceptable level of service ‘emohesis is 07 targets ontracis normally agreed farlongar| Tendency for SLA to be more periods specie with @ shorter time span 7374 a SLA Structure + Corporate > Covers all the generic SLM issues appropriate ‘o all customers across an organization * Customer > Covers all he SLM issues specific fo that customer Servi > Covers al the SLM issues speci El SLA Content Service Level Agreement ‘Support, Belleaey: Introduction, Service Hours Availability + Partos and Roles Support Reliability + Signatures Change Procedures Throughput + Service Description Escalation ‘Continuity and Security Reporting and reviewing Rereace Gharging + Content + Frequency Incentives and Penaltios Changes to SLA Customer / User / Service Supplier responsibilitiesFl Management Information Improving Customer perception of IT Service quality (surveys, user group meetings, questionnaires) + Documented and agreed SLM processes and procedures in place + Reduction in the number and severity of SLA breaches % Effective review and follow-up of all SLA, OLA and UC breaches Increased number of Services covered by SLA, + Increased number of SLA reviews completed on time + Evidence that issues raised al service reviews are being followed up and resolved (2.9, via SIPs) Essentials > Improve service quality (customer dependence) > Have measurable service levels > Ensure balance between customer demand and IT capabilites * Definitions > Service Catalog, SLR, SLA, OLA. UC, SIP > SLA and OLA terms and conditons clearly detined and understood Activities age customer relationships 12! maintain Service Catalog > Determine SLRs; negotiate, prepare cany oul Service Reviews Service Improvement / Servic ‘monitor SLAs and OLAs, 2 ity Plans 1576 Service Level Management - Essentials + Considerations > Minimum requirements for an SLA * Service description, service nour response tines. avelaiiy. security & ctinuty lagels, tical pereds ‘> SLAs must take account of underpinning contracts where these already can be organized by customer or by service > SLAs must be morilored and reviewed regularly ‘+ Monitor to see if service s being delivered to specication + Review to see f sovvico specication Is stil appeopriate Security ManagementTo meet the external security requirements > Imposed security policies > Contractual requirements > Legisiaive requirements > As expressed in SLAS ‘+ To meet the internal security requirements > Internal security policies > Standard security baselines > As expressed in OLAS Security Management — Information Security Model ~ IT ‘CUSTOMER defines requirements bed on business needs 7778 Security Management — Essentials : reece * Goals > To meet the external security requirements > To meet the internal security requirements + Activities > Owns and maintains the Securly Policy ‘ Considerations > Security Incidents should be immediately referred by the Servi to Security Management > Security Management negotiates exceptions to the base Security Policy ‘wth SLM end customers » SLA creation isin the Pian soction of the Securily Management cycle > The practical application of he Security Policy is described in an OLA, Bask “® What are the main dependencies between the IT Service Support and IT Service Delivery processes?Auditing a Process * Looking outwards — the contribution the process makes to improving service quality + Looking inwards - the efficiency of the process. > The ratio of input costs {economy} fo output value (effectiveness) + Compliance to procedures ~ an examination of records and activities to show that the agreed rules are being followed + Review - A little while after process implementation and then regularly as well as > Alter any major process change > Ifa serious process failure has been identified > If formal cartication against ISO 20000 is required A Quality Management System The Deming Cycle sess (Continuous ty canta an consldion) gle Sonne Pn rc Pn oeiree| hoc Reon an ferent Congotistin of the level ached TBSt500 oF 50 seule) Time Seale 7980 Continuous Service Improvement CSIP — Many initiatives => ==> mp = => => o=_ = Preparation Assessment Implementation Process Assessment Implementation Improvement He ie ne Communica R Planning AustCSIP — Reality! {improvement Definition Enhasiasn Perceived Quay ‘etual Quaity/ Planning There are no Silver Bullets ... Preparation Assessment Implementation “=> Process Assessment Implementation Communication Review Aut “Progressiva improvements better than posiponod perfection 8182 More Information on ITSM # IT Service Management Forum (itSMF) > wemwitsmf.com International se IT Infrastructure Library (ITIL) > sywnuiti.c0.uk and www aae.qov uk