Service Level Management

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1. Description

Annual or periodic revisitation of the written agreement between ebc and ebc Customers, defining the key service targets and responsibilities of both parties.

2. Objectives

Service commitments are planned, documented and communicated
Service commitments are based on current and future IT service needs of the customer,
SLAs are supported by internal OLAs and Underpinning Contracts with external partners to better ensure compliance.

3. Service Commitments

[link to service catalogue summary - COBIT Framework - SLA documents] {don't understand these comments]

How are we doing ?

4. Client Obligations

participation in development of SLAs
report service breaches to ebc Technology Service Desk
discussion and liaison with Business Solution Managers around strategic and significant service issues

Costs are funded through an annual appropriation based upon a perseat assessment and/or significant project commitments to the ebcIT Division via the Ministry of Labour as facilitated by the annual fiscal budgeting process.

6. Dependencies

IT service delivery is enhanced and developed through an annual operational planning exercise. This planning forms the basis for IT service delivery and performance measurement and reporting,
the Service Catalogue is intended to reduce the amount and nature of detailed information contained in SLAs
Service Management is dependent upon clear documentation of services, service commitment, service measures and performance management and reporting.

7. Activities

Service Commitment Management

IT service needs of the customer are identified according to a documented procedure,

Service commitments and actual service delivery are evaluated with the customer on both a periodic and an event-driven basis,

Service Delivery Planning

the service delivery plan is developed according to a documented procedure and is, itself, documented,

Software and hardware products that are needed to establish and maintain control of the service delivery are identified,

Estimates for the service delivery workload are derived according to a documented procedure,

The risks associated with the cost, resource, schedule and technical aspects of the service are identified, assessed, and documented,

Plans for the service facilities and support tools are prepared,

Service Tracking and Oversight

a documented service delivery plan is used for tracking the service delivery activities and communicating status,

the service delivery plan is revised according to a documented procedure.

approved changes to the service delivery plan are communicated to the members of the service delivery group and other related groups,

actual service levels are tracked against the specified service levels, and corrective actions are taken as necessary,

the service delivery schedule, risks, workload, activities and costs and effort are tracked, and corrective actions are taken as necessary,

measurement data and replanning data for the service are recorded and made available,

the service delivery group conducts periodic internal reviews to track activity status, plans, actual service levels, and issues against the service delivery plan,

formal reviews to address the accomplishments and results of the services are conducted with the customer at selected moments according to a documented procedure,

8. More Information

Responsible for Service Management, delivery and accuracy of this Catalogue item:
- CBS Sharon Harvey - 416-326-9437
- EDT/ENERGY Joan Berry - 416-326-7133
- MOL Brian Miki - 416-212-0595