SLM Process Description

1Introduction 2Serv. Mgmt. 3Principles 4Processes 5Tech Activities 6Organization 7Tech Considerations 8Implementation 9Challenges Appendeces

4.1SC MGMT 4.2SLM 4.3CAPACITY MGMT 4.4AVAILABILITY MGMT 4.5 CONTINUITY MGMT 4.6SECURITY MGMT 4.7SUPPLIER MGMT

Triggers
  • Service Portfolio changes
  • Agreement changes
  • Service review meetings
  • Service breaches
  • Complaints
  • Periodic activities
  • Changes in strategy or policy.
Controls
  • Strategies, policies and constraints
  • SLM processes and procedures
  • CMS
 
Inputs
  • Business information
  • BIA
  • Service Portfolio/Catalogue
  • Change Schedule
  • SLAs, SLRs, and OLAs
  • Customer/User feedback
Processes

  • SLA Design
  • SLR Production/Maintenance
  • Monitor service performance
  • Monitor Customer Satisfaction
  • Review & Revise SLAs, OLAs and UCs
  • Produce Service Reports
  • Conduct Service Reviews
  • Customer Relationship Mgmt
Outputs
  Mechanisms
  • BIA
  • Document Repository
  • Agreement templates
  • Service meeting minutes
KPIs
  • No. fully documented SLAs/OLAs/UCs
  • No. and % of services covered by agreements
  • % reduction in SLA targets missed
  • % reduction in SLA targets threatened
  • % increase in customer perception and satisfaction
  • % reduction in SLA breaches
  • % reduction in SLA targets missed/threatened


Visit my web site