Monitor Service Levels (SD 2.5)

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 2.5.1	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: associated Service and SLA importance level of escalation Incident/Problem/Major Incident record number Support groups 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

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:

associated Service and SLA
importance level of escalation
Incident/Problem/Major Incident record number
Support groups

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

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