.
An SLA covering all Customer groups and all the services they use
SLAs for each service that are Customer-focused and written in business language
An SLA for each service type, covering all those Customer groups that use that Service
An SLA with each individual Customer group, covering all of the services they use
2, 3 and 4
All of them
2 and 3 only
1, 2 and 3
The going rate that is agreed with Customers
Market rate
Cost-plus
Profitable
Verification
Security
Reliability
Maintainability
Be as detailed as possible so that frequent reports can be produced to avoid spending a lot of money
Be as high level as possible
Match the organisation’s requirement for information to be held
Vary according to cost
Service Level Manager
Capacity Manager
Change Manager
Financial Manager
Improved user satisfaction
Incident volume reduction
Elimination of lost incidents
Less disruption to both IT support staff and users
Change & Release Management
Service Level Management
IT Service Financial & Continuity Management.
Change & Capacity Management
Lack of ownership of impacted services
Increased visibility and communication of changes
Better alignment of IT services to actual business needs
The ability to absorb a larger volume of change
Develop Procedures and Initial Testing
Education and Awareness
Review, Audit and Assurance
Ongoing Training and Testing
2 and 3 only
All of them
1, 2 &4
1, 3 &4
1, 2 & 4
2 & 3
All of them
None of them
Root Cause Analysis
Business Impact Analysis
Service Outage Analysis
Component Failure Impact Analysis
4 to 24 hours
More than 72 hours
24 to 72 hours
4 to 8 hours
System Optimisation Approach
Systematic Operational Adjustment
Serviceability of Applications
Service Outage Analysis
The prevention of failure, and the ability to keep services and components operable
The ability to restore services or components back to normal operation
The percentage of the agreed service hours for which the service is available
The support which external suppliers can be contracted to provide for parts of the IT infrastructure
Depreciation is used to calculate how maintenance can be offset against tax
Staff costs are capital costs because of their high value
Cost centres are used to measure ROCE (Return on Capital Employed)
Direct costs can be allocated to a single customer, service or activity
Documentation
Software
Purchase order
Accommodation
DSL
CMDB
AMDB
CDB
4 2 1 3
4 3 2 1
2 1 4 3
2 1 3 4
To maintain and improve IT service quality in line with business requirements
To provide IT services at the lowest possible cost by agreeing with Customers their minimum requirements for service availability and ensuring performance does not exceed these targets.
To provide the highest possible level of service to Customers and continuously improve on this through ensuring all services operate at maximum availability.
To ensure that IT delivers the same standard of service at the least cost
Draft SLAs, catalogue services, review underpinning contracts and OLAs, draft SLRs, negotiate, agree SLAs
Draft SLAs, review underpinning contracts and OLAs, negotiate, catalogue services,
Review underpinning contracts and OLAs, draft SLAs, catalogue services, negotiate, agree SLAs
Catalogue services, establish SLRs, review underpinning contracts and OLAs, negotiate service levels, agree SLAs
An urgent release is always a delta release
A full release may contain package and delta releases
Package release may contain full and delta releases
A full release may contain several delta releases
To reduce costs and performance levels to a minimum
To ensure that there is always sufficient capacity available to meet all customer demands
To ensure that business demands are affordable and achievable
To provide cost-effective IT capacity to meet agreed service levels
Network Management
The Service Desk
Capacity Management
Problem Management