Finalize SLRs/OLAs/UCs (SD 2.4)

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

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": Agreed Service Level parameters automated in the Service Management system Monitoring of Service delivery through the Service Management system The Finalize SLAs/OLAs/UCs process ends.	Service Level Manager

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":

Agreed Service Level parameters automated in the Service Management system
Monitoring of Service delivery through the Service Management system

The Finalize SLAs/OLAs/UCs process ends.

Service Level Manager

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