Words and Phrases
Finalize SLRs/OLAs/UCs (SD 2.4)
|
Process ID |
Procedure or Decision |
Description |
Role |
|---|---|---|---|
|
SD 2.4.1 |
Circulate SLRs / OLAs / UCs |
The SLRs, OLAs and UCs are circulated to the relevant audience as pre-reading before the final confirmation and sign off meeting. Go to SD 2.4.2 to determine whether the Service will be supported by a Service Provider. |
Service Level Manager |
|
SD 2.4.2 |
Service supported by an external Service Provider? |
If yes, go to SD 2.4.3 finalize and sign off the UC. If no, go to SD 2.4.4 to finalize the SLR and OLA, and sign off. |
Service Level Manager |
|
SD 2.4.3 |
Finalize UC and sign off |
The UCs are finalized to ensure they can support the SLR and are signed off by the Supplier Manager and the Service Provider. Go to SD 2.4.4 to finalize and sign-off the SLR and OLA. |
Supplier Manager |
|
SD 2.4.4 |
Finalize SLR & OLA and sign-off |
The Service Level Manager finalizes and signs off the SLR and OLA with the Customer, Service Owner and Supplier Manager. As part of the SLR discussion a launch date for the Service is agreed which takes into account how much time is needed to update the Service and the Service Manager. Go to Change Assessment and Planning (ST 2.3.8) to plan and schedule the SLA and OLA Change. The Finalize SLRs / OLAs / UCs process is temporarily stopped pending implementation of the Change. |
Service Level Manager |
|
SD 2.4.5 |
Validate monitoring systems |
Once the Change has been confirmed as successful, the monitoring systems are re-validated to ensure they accurately monitor and manage the service level targets. Go to SD 2.4.6 to launch communications. |
Service Level Manager |
|
SD 2.4.6 |
Launch communications |
Initiate communications to the end-user community and the delivery teams, including the Service Desk. Go to SD 2.4.7 to raise a request to update the CMS. |
Service Level Manager |
|
SD 2.4.7 |
Raise a request to update the CMS |
Raise a request to update the CMS for the new or amended Service. Go to SD 2.4.8 to launch the Service. |
Service Level Manager |
|
SD 2.4.8 |
Launch Service |
The Service is launched and the following elements become "Live":
The Finalize SLAs/OLAs/UCs process ends. |
Service Level Manager |
