Objectives:
Objective 1: SLA framework: Management
should define a framework to promote the definition of formal SLAs. Define the
minimal contents such as availability, reliability, performance, capacity for
growth and levels of support provided to users. Users and IT function should
have a written agreement that describes service level in qualitative and
quantitative terms and responsibilities of both parties.
Objective 2: Aspects of SLAs: Explicit
agreement should be reached on the aspects that an SLA should cover (e.g.,
availability, reliability and performance).
Objective 3: Performance procedures: Management
should implement procedures to ensure that the manner and responsibilities for performance
governing relations between all the involved parties are established,
coordinated, maintained and communicated to all departments.
Objective 4: Monitoring and reporting: A service
level manager should be appointed for monitoring and reporting on the
achievement of the specified service performance criteria and all problems
encountered during processing.
Objective 5: Review of SLAs and contracts: A regular
review process for SLAs and underpinning contracts with third-party service
providers should be in place.
Objective 6: Chargeable items: Management
should include provisions for chargeable items in the SLAs
(Rewards and Penalties)
Objective 7: Service improvement program: A process
to ensure that users and service level managers regularly agree on a service
improvement program for pursuing cost-justified improvements.
Maturity levels:
|
Maturity
Level
|
State
|
Indicators
|
|
0
|
Nonexistent
|
Management
has not recognized the need for a process for defining service levels.
|
|
1
|
Initial/ad
hoc
|
There is
an awareness of the need to manage service levels, but the process is
informal.
|
|
2
|
Repeatable
and intuitive
|
There
are agreed-upon service level agreements, but they are informal and not
revised. Service level reporting is incomplete.
|
|
3
|
Defined
process
|
The
service level agreement process is in place with checkpoints for reassessing
service levels and customer satisfaction.
|
|
4
|
Managed
and measurable
|
Performance
measures are increasingly reflecting end-user needs, rather than only IT
goals.
|
|
5
|
Optimised
|
Service
levels are continuously reevaluated to ensure alignment of IT and business
objectives.
|
