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ITIL: Service Design (Processes (Service Level Management (Goal of the…
ITIL: Service Design
Processes
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Service Level Management
Goal
Ensure that an agreed level of service is provided for all IT services and that future services are delivered to agreed and achievable targets
Key Activities
- Processes of planning, coordinating, drafting, agreeing, monitoring and reporting on SLAs
- On-going review of services to ensure that the required service quality is maintained and gradually improved
- Provide and improve upon relationships and communication with businesses and customers
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Service Level
Measured and reported achievement against one or more service level targets. The term is sometimes used informally to mean service level target.
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Service Level Agreement
Description
- Describes the IT service, documents service level targets and specifies the responsibilities of the IT service provider and the customer.
- A single agreement may cover multiple IT services or multiple customers
- Agreement between an IT service provider and a customer.
Content of an SLA
1. Introduction
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- reference to service catalogue
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3. Availability
An IT service is available if it can be made use of at any point of time desired by the user within the service hours
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Measuring Availability
Measuring Availability
Software Monitors
- Little to medium system impact
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Hardware Monitors
- simultaneous event logging
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- little to no system impact
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7. Support
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- response and resolution times
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10. Duty to collaborate and responsibilities of the customer, expected service use
11. Changes to process, organization and/or processing time
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Supplier Management
Supplier Management
Main Goal
Manage suppliers and the services they supply, provide seamless quality of IT services to the business and ensure value for money is obtained.
Key Activities
- Manage relationships with suppliers
- Ensure that underpinning contracts and agreements with suppliers are aligned to business needs
- Negotiate and agree upon contracts with suppliers
- Manage supplier performance
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Supplier Categorization
The amount of time and effort spent managing suppliers and supplier relationships should be adjusted to their performance
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Categorization Matrix
Entries are placed higher as their value and importance increases and to the right as the associated risk and impact increases
Capacity Management
Capacity Management
Main Goal
Ensuring that the capacity of the IT infrastructure matches the evolving demands of the business in the most cost-effective and timely manner.
Key Activities
- Monitoring of performance and throughput of IT services and the supporting infrastructure components
- Performing tuning activities to make the most efficient use of existing resources
- Understanding the demands currently being made for IT services and producing forecasts for future requirements
- Influencing the demand for resource, perhaps in conjunction with Financial Management
- Creating a capacity plan which enables the IT service provider to provide services of the quality defined in SLAs
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Commonly Monitored Data
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- % CPU per transaction type
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- transaction response time
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Tuning Techniques
Balancing Workloads
Transactions may arrive at the host or server at a particular gateway, depending where the transaction was initiated. Balancing the ratio of initiation points to gateways can provide tuning benefits.
Balancing Disk Traffic
Storing data on disk efficiently and strategically, may reduce data contention
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Availability Management
Main Goal
Ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner.
Provide management for all availabillity-related issues, relating to services and resources and ensure that availability targets in all areas are measured and met.
Activities
Key Activities
Key Activities
- Ensure that service availability achievements meet or exceed all their agreed targets
- Assist with the diagnosis and resolution of availability-related incidents and problems
- Asses the impact of all changes on the Availability Plan and the performance and capacity of all services and resources
- Ensure that proactive measures to improve the availability of services are implemented wherever cost-justifiable
- Provide advice and guidance to all other areas of the business and IT on all availability-related issues
- Produce and maintain an Availability Plan that reflects the current and future needs of the business
Reactive Activities
- Monitor, analyze, report and review service and component availability
- Investigate all service and component unavailability and instigate remedial action
Proactive Activities
- Risk assesment and management
- Implement cost-justifiable countermeasures
- Plan and design new and changed services
- Test availability and resilience mechanisms of all new and changed services
- Continual review and improvement
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Costs of Failure
Costs of Failure
Tangible Costs
- lost IT staff productivity
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- imposed fines or penalties
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Intangible Costs
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- loss of business opportunity
- damage to business reputation
- loss of confidence in IT service provider
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Overview
Main Goals
- Design efficient and effective processes for the design, transition, operation and improvement of IT services, together with supporting tools, systems and information
- Design measurement methods and metrics for assessing the process effectiveness and efficiency
- Design secure and resilient technologies, resources and capabilities
- Design services to satisfy business objectives that can easily and efficiently be maintained and enhanced
Business Value
- Reduced total cost of ownership
- Improved quality and consistency of services
- More efficient service management and processes