Service Level Management

a.      SLM process

Establish Function

Implementing SLA

Managing the ongoing process

Periodic Review

b.      Service Level Requirements : 准备草稿，客户提需求，可能要多次协商，讨论

c.       Agreements and contracts

 

 

d.          Service Quality Plan :  关心服务质量

e.       Service Improvement Program (SIP):  Service Lever Manager, together with Problem Management and Availability Management.

f.       Elements of a SLA

Service support:

- Service Hours: 24 x 7, 5 x8, attended, unattended, etc.

- Support:  response time, repair time, support hours, etc.

- Escalation:  who, when , how, what for, etc

- Change:  Category, average turnaround, times, standard requests, etc

 

Service Delivery:

- Availability:  99%, target within service hours, etc.

- Reliability:  MTBF, MTBSI, etc

- Continuity & Security

- Charging:  Formula, pricing, method, etc

- Batch Turnaround Times: Input and Output:  when , how ,where, etc

-  Transaction Response Times:

Eg. 1MB doc open <= 15 secs

Throughput: volume, number ofusers, network data, pages, etc.