Develop > Processes and Best Practices Guide > Service Level Management Workflows > SLRs and draft OLAs and UCs (SD 2.3)

SLRs and draft OLAs and UCs (SD 2.3)

Process ID

Procedure or Decision

Description

Role

SD 2.3.1

Collate documentation

Compile supporting documentation such as existing OLAs and UCs, the Service Catalog, the SDD and SLRs documents.

Go to SD 2.3.2 to determine whether the Service Provider is required to support the Service.

Service Level Manager

SD 2.3.2

External Service Provider required to support Service?

If yes, go to SD 2.3.3 to negotiate with the Service Provider and conduct a contract review.

If no, go to SD 2.3.6 to create the draft OLA.

Service Level Manager

SD 2.3.3

Negotiate and conduct a contract review.

Contact the Service Provider(s) to discuss how the SLRs will be supported. If contracts are already in place it may not be possible to renegotiate, and this will need to be taken into account when the SLA is drafted.

Go to SD 2.3.4 to create the draft UC.

Supplier Manager

SD 2.3.4

Create draft UC

The UC is drafted following the contract review and negotiation.

Go to SD 2.3.5 to determine whether the UCs support the SLA.

Supplier Manager

SD 2.3.5

Do the UCs support the SLA?

If the UCs do support the SLRs, go to SD 2.3.6 to create the draft OLA.

If no, go to SD 2.3.3 to continue negotiation and contract review.

Supplier Manager

SD 2.3.6

Create draft OLA

Review the SLRs, the SDD and the Service Catalog to determine the requirements for the OLA with the Service Owner or Supplier Manager. Determine the OLA intensive care start date and duration.

Go to SD 2.3.7 to setup the OLA/UC in Service Manager.

Service Level Manager

SD 2.3.7

Setup OLA / UC in Service Manager

The Service Level Manager will ensure that the OLA / UC is set up in Service Manager by liaising with the Service Manager Admin team.

Go to SD 2.3.8 to initiate the draft OLA / UC intensive care period.

Service Level Manager

SD 2.3.8

Initiate draft OLA / UC intensive care period

Monitor the performance of the OLA / UC against the draft OLA / UC metrics using data from other processes, such as Incident and Problem Management.

Go to SD 2.3.9 to review the draft OLA / UC metrics.

Service Level Manager

SD 2.3.9

Review draft OLA / UC metrics

Once the OLA intensive care period is complete, conduct a Service Review meeting to:

  • determine if achievement meets expectations of the draft OLA / UC
  • determine whether the SLTs in the SLRs are achievable
  • determine whether the draft OLA / UC are ‘fit for purpose’
  • identify amendments to the draft OLAs / UCs prior to converting these into formal OLA / UC metrics
  • identify gaps between the required Service and current Service capabilities and consider additional resource requirements to bridge them

Go to SD 2.3.10 to review the draft OLA / UC.

Service Level Manager

SD 2.3.10

Review draft OLA / UC

The drafts OLAs / UCs are reviewed to ensure they meet the requirements and support the new SLRs.

Go to SD 2.3.11 to determine whether updates are required.

Service Level Manager

SD 2.3.11

Updates required?

If updates are required to the draft agreements based on the review, go to SD 2.3.2 to repeat the process

If no, go to SD 2.3.12 to determine whether the SLTs in the SLRs are achievable.

Service Level Manager

SD 2.3.12

Are the SLTs achievable?

If yes, go SD 2.4.1 to circulate the draft agreements.

If no, go to SD 2.2.3 to feedback to the customer.

Service Level Manager

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