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- Service Level Management Workflows
- Updating the Service Catalog (SD 2.1)
- Create or Amend IT Services (SD 2.2)
- SLRs and draft OLAs and UCs (SD 2.3)
- Finalize SLRs/OLAs/UCs (SD 2.4)
- Monitor Service Levels (SD 2.5)
- Service Level Reporting (SD 2.6)
- Perform Service Reviews (SD 2.7)
- Service Improvement Plan (SD 2.8)
- Review and Revise SLAs/OLAs/UCs (SD 2.9)
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:
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 |