Words and Phrases
Monitor Service Levels (SD 2.5)
|
Process ID |
Procedure or Decision |
Description |
Role |
|---|---|---|---|
|
SD 2.5.1 |
Monitor for SLA alerts |
The majority of day-to-day issues will be handled by the Service Desk and those Service Providers involved in delivering the Service/s. The SLM team will be notified of significant breaches of Service Level targets,that is, urgent P1 and major Incidents. Go to SD 2.5.2 to validate SLA alerts. |
Service Level Manager |
|
SD 2.5.2 |
Validate SLA alerts |
Once an automated SLA alert is received its validity / relevance is assessed with agreed escalation points contained within the SLA. Go to SD 2.5.3 to determine whether the SLA alert is valid. |
Service Level Manager |
|
SD 2.5.3 |
Is the SLA alert valid? |
If yes, go to SD 2.5.5 to review the incoming SLA alert. If no, go to SD 2.5.4 to record the SLA alert. |
Service Level Manager |
|
SD 2.5.4 |
Record SLA alert |
The Service Level Manager records the invalid SLA Alert for future review of alert criteria. The Monitor Service Levels process ends. |
Service Level Manager |
|
SD 2.5.5 |
Review incoming SLA alert |
The SLA alert is reviewed to determine:
Go to SD 2.5.6 to determine whether SLA action is required. |
Service Level Manager |
|
SD 2.5.6 |
Is SLM action required? |
If yes, go to SD 2.5.7 to identify the current SLA alert status. If no, go to SD 2.5.4 to record the SLA alert. |
Service Level Manager |
|
SD 2.5.7 |
Identify current status |
Gather additional information about the current status of the Incident generating the alert. Go to SD 2.5.8 to participate in resolution decisions. |
Service Level Manager |
|
SD 2.5.8 |
Participate in resolution decisions |
The Service Level Manager participates in decisions regarding the ongoing management of the Incident and possible resolution activities. This ensures that the Customer is kept informed of progress against the SLA and that the Service Owners and Service Providers are kept aware of the ongoing impact to the business. Go to SD 2.5.9 to monitor the Incident. |
Service Level Manager |
|
SD 2.5.9 |
Monitor |
Periodically review the Incident to ensure that progress is being made and that agreed actions have been completed. Go to SD 2.5.10 to determine whether the SLA issue(s) is resolved. |
Service Level Manager |
|
SD 2.5.10 |
SLA Issue(s) resolved? |
If the reason for the SLA alert has been resolved, go to SD 2.5.11 to confirm with the Customer (where appropriate). If no, go to SD 2.5.12 to determine whether escalation is required. |
Service Level Manager |
|
SD 2.5.11 |
Confirm to Customer (where appropriate) |
Confirm the resolution with the Customer. The Monitor Service Levels process ends. |
Service Level Manager |
|
SD 2.5.12 |
Escalation required? |
If yes, go to SD 2.5.13 to perform Incident escalation. If no, go to SD 2.5.9 to monitor the Incident. |
Service Level Manager |
|
SD 2.5.13 |
Escalation |
If the performance is nearing its target, the Incident should be escalated via Incident Management. Go to Incident Escalation (SO 2.6.1) to determine how to resolve the Incident. |
Service Level Manager |
