Review and Revise SLAs/OLAs/UCs (SD 2.9)

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 2.9.1	Identify SLAs /OLAs/UCs to be reviewed / revised	Conduct an investigation of SLAs /OLAs/UCs to identify all agreements that require review. Go to SD 2.9.2 to determine whether to decommission the Service.	Service Level Manager
SD 2.9.2	Decommission the Service?	If yes, go to SD 2.9.3 to contact the Service Owner or Service Manager. If no, go to SD 2.9.7 to review the Service performance.	Service Level Manager
SD 2.9.3	Contact the Service Owner / Service Manager	The Service Level Manager works with the Service Owners and Service Managers to review the SLAs/OLAs/UCs. Go to SD 2.9.4 to update the SLA /OLA/UC.	Service Level Manager
SD 2.9.4	Update SLA /OLA/UC	The Service Level Manager updates the SLA with the Customer to reflect the decommissioning of the Service. The Service Level Manager updates the OLA/UC with the Service Owner and Supplier Manager to reflect the decommissioning of the Service. Go to SD 2.9.5 to sign-off the SLA /OLA/UC.	Service Level Manager
SD 2.9.5	Sign off SLA /OLA/UC	The SLAs /OLAs/UCs are signed off following the review. Go to SD 2.9.6 to determine whether an RFC exists.	Service Level Manager
SD 2.9.6	Does an RFC exist to sign off the SLA /OLA/UC?	If yes, go to Maintain the Service Catalog (SD 2.1.7) to update the Service Catalog. If no, go to Change Logging (ST 2.1.9) to create a new Change.	Service Level Manager
SD 2.9.7	Review Service performance	Obtain data from other Service management processes to assess the performance of actual results against agreed targets. Go to SD 2.9.8 to conduct an SLA gap analysis.	Service Level Analyst
SD 2.9.8	Conduct SLA Gap Analysis	Prepare an SLA Gap Analysis to identify the shortfalls in SLA results against the business requirements and document in a report. Shortfalls will need to be addressed within a SIP. Go to SD 2.9.9 to determine whether the agreed SLAs are being met.	Service Level Manager
SD 2.9.9	Are SLAs met?	If yes, go to SD 2.9.10 to determine whether an OLA/UC Gap Analysis is required. If no, go to SD 2.9.11 to conduct an OLA/UC Gap Analysis.	Service Level Manager
SD 2.9.10	OLA/UC Gap Analysis required?	If yes, go to SD 2.9.11 to conduct an OLA/UC Gap Analysis. If no, go to SD 2.9.12 to determine whether to sign-off the SLA /OLA/UC.	Service Level Manager
SD 2.9.11	Conduct OLA/UC Gap Analysis	Review the Service delivery chain and identify all OLAs/UCs which support delivery of the Service. Conduct an appropriate Gap Analysis to identify shortfalls against agreed targets and document. Go to SD 2.9.12 to determine whether to sign-off the SLA /OLA/UC.	Service Level Manager
SD 2.9.12	Sign off SLA /OLA/UC?	If yes, go to SD 2.9.5 to sign-off the SLA /OLA/UC. If no, go to SD 2.9.13 to conduct further investigation as appropriate.	Service Level Manager
SD 2.9.13	Conduct further investigation as appropriate	Conduct further investigation to ensure issues are removed and the SLA / OLA / UC can be signed off. Go to SD 2.9.14 to agree corrective actions-	Service Level Manager
SD 2.9.14	Agree corrective actions	Identify and agree corrective actions with the Service Owner and Supplier Manager and document them in the SIP/SQP. Go to SD 2.9.15 to implement corrective actions.	Service Level Manager
SD 2.9.15	Implement corrective actions	Implement corrective actions. Go to SD 2.9.16 to determine whether to update the SLA/OLA/UC.	Service Level Manager
SD 2.9.16	Update SLA/OLA/ UC?	If yes, go to Create or Amend Services (SD 2.2.1) to define requirements. If no, go to Monitor Service Levels (SD 2.5.1) to monitor for SLA alerts.	Service Level Manager

Process ID

Procedure or Decision

Description

Role

SD 2.9.1

Identify SLAs /OLAs/UCs to be reviewed / revised

Conduct an investigation of SLAs /OLAs/UCs to identify all agreements that require review.

Go to SD 2.9.2 to determine whether to decommission the Service.

Service Level Manager

SD 2.9.2

Decommission the Service?

If yes, go to SD 2.9.3 to contact the Service Owner or Service Manager.

If no, go to SD 2.9.7 to review the Service performance.

Service Level Manager

SD 2.9.3

Contact the Service Owner / Service Manager

The Service Level Manager works with the Service Owners and Service Managers to review the SLAs/OLAs/UCs.

Go to SD 2.9.4 to update the SLA /OLA/UC.

Service Level Manager

SD 2.9.4

Update SLA /OLA/UC

The Service Level Manager updates the SLA with the Customer to reflect the decommissioning of the Service.

The Service Level Manager updates the OLA/UC with the Service Owner and Supplier Manager to reflect the decommissioning of the Service.

Go to SD 2.9.5 to sign-off the SLA /OLA/UC.

Service Level Manager

SD 2.9.5

Sign off SLA /OLA/UC

The SLAs /OLAs/UCs are signed off following the review.

Go to SD 2.9.6 to determine whether an RFC exists.

Service Level Manager

SD 2.9.6

Does an RFC exist to sign off the SLA /OLA/UC?

If yes, go to Maintain the Service Catalog (SD 2.1.7) to update the Service Catalog.

If no, go to Change Logging (ST 2.1.9) to create a new Change.

Service Level Manager

SD 2.9.7

Review Service performance

Obtain data from other Service management processes to assess the performance of actual results against agreed targets.

Go to SD 2.9.8 to conduct an SLA gap analysis.

Service Level Analyst

SD 2.9.8

Conduct SLA Gap Analysis

Prepare an SLA Gap Analysis to identify the shortfalls in SLA results against the business requirements and document in a report. Shortfalls will need to be addressed within a SIP.

Go to SD 2.9.9 to determine whether the agreed SLAs are being met.

Service Level Manager

SD 2.9.9

Are SLAs met?

If yes, go to SD 2.9.10 to determine whether an OLA/UC Gap Analysis is required.

If no, go to SD 2.9.11 to conduct an OLA/UC Gap Analysis.

Service Level Manager

SD 2.9.10

OLA/UC Gap Analysis required?

If yes, go to SD 2.9.11 to conduct an OLA/UC Gap Analysis.

If no, go to SD 2.9.12 to determine whether to sign-off the SLA /OLA/UC.

Service Level Manager

SD 2.9.11

Conduct OLA/UC Gap Analysis

Review the Service delivery chain and identify all OLAs/UCs which support delivery of the Service. Conduct an appropriate Gap Analysis to identify shortfalls against agreed targets and document.

Go to SD 2.9.12 to determine whether to sign-off the SLA /OLA/UC.

Service Level Manager

SD 2.9.12

Sign off SLA /OLA/UC?

If yes, go to SD 2.9.5 to sign-off the SLA /OLA/UC.

If no, go to SD 2.9.13 to conduct further investigation as appropriate.

Service Level Manager

SD 2.9.13

Conduct further investigation as appropriate

Conduct further investigation to ensure issues are removed and the SLA / OLA / UC can be signed off.

Go to SD 2.9.14 to agree corrective actions-

Service Level Manager

SD 2.9.14

Agree corrective actions

Identify and agree corrective actions with the Service Owner and Supplier Manager and document them in the SIP/SQP.

Go to SD 2.9.15 to implement corrective actions.

Service Level Manager

SD 2.9.15

Implement corrective actions

Implement corrective actions.

Go to SD 2.9.16 to determine whether to update the SLA/OLA/UC.

Service Level Manager

SD 2.9.16

Update SLA/OLA/ UC?

If yes, go to Create or Amend Services (SD 2.2.1) to define requirements.

If no, go to Monitor Service Levels (SD 2.5.1) to monitor for SLA alerts.

Service Level Manager

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