IT SERVICE MANAGEMENT

Process Guide

Service Level Management

12th September 2007, v 3

HP IT Service Management Service Level Management
Process Guide

This product includes COBIT® 4.0, which is used by permission of the IT Governance Institute (ITGI).
©1996, 1998, 2000, 2005 IT Governance Institute (ITGI). All rights reserved. COBIT is a registered trademark of the
Information Systems Audit and Control Association and the IT Governance Institute.

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Process Guide

SERVICE LEVEL MANAGEMENT PROCESS DEFINITION................................... 1

6 Service Level Management (Interpretations) ...............................................................2
6 Service Level Management Process Policies (Interpretations) .........................................5
SLM-POL 1 - SLA Adherence .................................................................................................5
SLM-POL 2 - Service Quality .................................................................................................5
SLM-POL 3 - SLM Design Considerations................................................................................6
SLM-POL 4 - Realistic SLAs....................................................................................................6
SLM-POL 5 - OLAs & UCs .....................................................................................................7
SLM-POL 6 - SLA Reviews .....................................................................................................7
Service Level Management Process Relationships ..........................................................9

SERVICE LEVEL MANAGEMENT PROCESS WORKFLOWS.............................. 11

6 Service Level Management................................................................................... 12
6 Service Level Management (Interpretations) ............................................................. 13
6.1 SLM - Identify the Needs of the Customer.......................................................................14
6.2 SLM - Review, Negotiate & Sign OLAs ..........................................................................14
6.3 SLM - Review, Negotiate & Sign UCs ............................................................................15
6.4 SLM - Draft SLA & Negotiate Terms ...............................................................................16
6.5 SLM - Sign & Activate the SLA ......................................................................................16
6.6 SLM - Report SLA Compliance ......................................................................................17
6.7 SLM - Perform Service Review .......................................................................................17
6.8 SLM - Develop Service Improvement Program.................................................................18
6.9 SLM - Execute Service Improvement Program .................................................................18
6.1 SLM - Identify the Needs of the Customer ............................................................. 20
6.1 SLM - Identify the Needs of the Customer (Interpretations) ....................................... 21
6.1.1 SLM - Identify SLRs & SLOs ........................................................................................21
6.1.2 SLM - Validate SLRs & SLOs ......................................................................................21
6.1.3 SLM - Review Service Portfolio ...................................................................................22
6.1.4 SLM - SLRs Addressed by Current Services? ................................................................22
6.1.5 SLM - Document Unfulfilled SLRs.................................................................................22
6.1.6 SLM - Submit SRs to Service Planning .........................................................................23
6.1.7 SLM - Map Current Services & SLOs to Requirements...................................................23
6.1.8 SLM - SLO Mapping Complete?.................................................................................24
6.1.9 SLM - Identify Metrics, Reporting & Review Requirements .............................................24
6.2 SLM - Review, Negotiate & Sign OLAs ................................................................ 25
6.2 SLM - Review, Negotiate & Sign OLAs (Interpretations)........................................... 26
6.2.1 SLM - Review Supporting OLA Requirements ...............................................................26
6.2.2 SLM - Review Current OLA Capabilities......................................................................26
6.2.3 SLM - Draft or Modify OLAs ......................................................................................27
6.2.4 SLM - Negotiate New OLAs with Internal Service Providers ..........................................27
6.2.5 SLM - OLA Negotiations Completed? .........................................................................28
6.2.6 SLM - Update OLAs with Negotiated Terms ................................................................28
6.2.7 SLM - Sign OLAs with Internal Service Providers ..........................................................28
6.2.2 SLM - Review Current OLA Capabilities ............................................................ 30
6.2.2 SLM - Review Current OLA Capabilities (Interpretations) ...................................... 31
6.2.2.1 SLM - Translate SLOs into OLOs .............................................................................31
6.2.2.2 SLM - Identify Monitoring Requirements ...................................................................31
6.2.2.3 SLM - Current OLAs Sufficient? ...............................................................................32
6.3 SLM - Review, Negotiate & Sign UCs .................................................................. 33
6.3 SLM - Review, Negotiate & Sign UCs (Interpretations) ............................................ 34
6.3.1 SLM - Review Supporting UC Requirements.................................................................34
6.3.2 SLM - Current UCs Sufficient? ....................................................................................34
6.3.3 SLM - Draft New Underpinning Contracts ...................................................................35
6.3.4 SLM - Negotiate New UCs with External Service Providers...........................................35
6.3.5 SLM - UC Negotiations Complete?.............................................................................36
6.3.6 SLM - Sign UCs with External Service Providers...........................................................36
6.3.7 SLM - Do UC Terms Require OLA Modifications?.........................................................36
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6.3.8 SLM - Document Required OLA Modifications .............................................................37

6.4 SLM - Draft SLA & Negotiate Terms..................................................................... 38
6.4 SLM - Draft SLA & Negotiate Terms (Interpretations) ............................................... 39
6.4.1 SLM - Generate SLA from Template ............................................................................39
6.4.2 SLM - Present SLA Draft to Customer...........................................................................39
6.4.3 SLM - Negotiate SLA Terms .......................................................................................40
6.4.4 SLM - Agreement Reached on SLA Terms? ..................................................................40
6.5 SLM - Sign & Activate the SLA............................................................................ 41
6.5 SLM - Sign & Activate the SLA (Interpretations) ...................................................... 42
6.5.1 SLM - Finalize SLA....................................................................................................42
6.5.2 SLM - Sign the SLA ...................................................................................................42
6.5.3 SLM - Activate the Service .........................................................................................42
6.6 SLM - Report SLA Compliance............................................................................ 44
6.6 SLM - Report SLA Compliance (Interpretations) ...................................................... 45
6.6.1 SLM - Perform Service Level Reporting ........................................................................45
6.6.2 SLM - Analyze Service Level Reports for SLA Compliance.............................................45
6.6.3 SLM - Provide Service Report Feedback ......................................................................46
6.6.4 SLM - Review Reports and Feedback ..........................................................................46
6.6.5 SLM - Address SLA Exceptions & Issues ......................................................................47
6.6.6 SLM - Service Improvements Identified? ......................................................................47
6.6.7 SLM - Document Recommendations ............................................................................47
6.6.1 SLM - Perform Service Level Reporting .............................................................. 49
6.6.1 SLM - Perform Service Level Reporting (Interpretations)......................................... 50
6.6.1.1 SLM - Generate Service Level Compliance Reports ...................................................50
6.6.1.2 SLM - Distribute Service Level Reports for Analysis ....................................................50
6.6.5 SLM - Address SLA Exceptions & Issues............................................................. 52
6.6.5 SLM - Address SLA Exceptions & Issues (Interpretations) ....................................... 53
6.6.5.1 SLM - SLA Exceptions Found? .................................................................................53
6.6.5.2 SLM - Identify Service Improvements........................................................................53
6.6.5.3 SLM - Document Service Level Exceptions ................................................................54
6.6.5.4 SLM - Customer-Specific Issues Found? ....................................................................54
6.6.5.5 SLM - Document Customer-Specific Issues ................................................................54
6.6.5.6 SLM - Identify Corrective Actions.............................................................................55
6.7 SLM - Perform Service Review ............................................................................ 56
6.7 SLM - Perform Service Review (Interpretations) ...................................................... 57
6.7.1 SLM - Generate SLA Summary Report.........................................................................57
6.7.2 SLM - Prepare for Service Review...............................................................................57
6.7.3 SLM - Conduct Service Review...................................................................................58
6.7.4 SLM - Analyze Service Review Feedback ....................................................................58
6.7.5 SLM - Write Service Review Report ............................................................................58
6.7.6 SLM - Deliver Service Review Report to Customer ........................................................59
6.7.7 SLM - Is a Service Improvement Program Required? .....................................................59
6.8 SLM - Develop Service Improvement Program ....................................................... 60
6.8 SLM - Develop Service Improvement Program (Interpretations).................................. 61
6.8.1 SLM - Review Service Improvement Recommendations .................................................61
6.8.2 SLM - Are Service Improvements Required Immediately? ..............................................61
6.8.3 SLM - Submit Service Improvement RFCs.....................................................................62
6.8.4 SLM - Assess Current State of Service .........................................................................62
6.8.5 SLM - Perform Service Improvement Planning ..............................................................63
6.8.6 SLM - Document Service Improvement Program ...........................................................63
6.8.5 SLM - Perform Service Improvement Planning ..................................................... 64
6.8.5 SLM - Perform Service Improvement Planning (Interpretations) ............................... 65
6.8.5.1 SLM - Identify Desired Future State of Service ...........................................................65
6.8.5.2 SLM - Identify Service Improvement Scope ...............................................................65
6.8.5.3 SLM - Set Service Improvement Priorities..................................................................66
6.8.5.4 SLM - Set Service Improvement Target Metrics..........................................................66
6.9 SLM - Execute Service Improvement Program ........................................................ 67
6.9 SLM - Execute Service Improvement Program (Interpretations) .................................. 68
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6.9.1 SLM - Review SIP with Participants .............................................................................68

6.9.2 SLM - Coordinate Service Improvements .....................................................................68
6.9.3 SLM - Monitor and Analyze Service Improvements ......................................................69
6.9.4 SLM - Modify Service Improvement Program ...............................................................69
6.9.5 SLM - Inform Customer About Service Improvements ....................................................70
6.9.6 SLM - Publish Service Improvement Program Results .....................................................70
6.9.2 SLM - Coordinate Service Improvements ........................................................... 71
6.9.2 SLM - Coordinate Service Improvements (Interpretations)...................................... 72
6.9.2.1 SLM - RFCs Required? ............................................................................................72
6.9.2.2 SLM - Submit RFCs to Implement Service Improvements .............................................72
6.9.2.3 SLM - Monitor RFC Progress ...................................................................................73
6.9.2.4 SLM - RFCs Completed? .........................................................................................73
6.9.2.5 SLM - Implement Non-CI Service Improvements ........................................................73
6.9.2.6 SLM - All Improvements Implemented? .....................................................................74
6.9.3 SLM - Monitor and Analyze Service Improvements.............................................. 75
6.9.3 SLM - Monitor and Analyze Service Improvements (Interpretations) ........................ 76
6.9.3.1 SLM - Monitor Service Improvements .......................................................................76
6.9.3.2 SLM - Analyze Monitoring Data..............................................................................76
6.9.3.3 SLM - All Target Improvement Goals Met? ...............................................................77
6.9.3.4 SLM - Analyze Missed Targets ................................................................................77
6.9.3.5 SLM - Results Acceptable? ......................................................................................77

SERVICE LEVEL MANAGEMENT PROCESS ROLES ......................................... 78

Service Level Management Roles.............................................................................. 79
Service Level Management Roles (Interpretations)........................................................ 80
Customer Relationship Manager .........................................................................................80
Service Level Management Roles ........................................................................................81
Customer ..........................................................................................................................81
Service Level Management Process Owner ..........................................................................81
Service Level Manager.......................................................................................................82
Service Owner ..................................................................................................................82
Service Providers ...............................................................................................................83
Supplier Manager .............................................................................................................83
Service Planning Roles .......................................................................................................84

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Service Level Management Process Definition

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6 Service Level Management (Interpretations)

The Service Level Management process defines and manages the IT services levels offered to the customer
as per the customer requirements.

Service Level Management is a process that links the IT service provider and the customer by
managing the Service Level Agreements (SLAs) that provide specific targets against which the performance
of the IT organization can be judged.

SLAs should be established for all IT Services being provided. Underpinning contracts and Operational
Level Agreements (OLAs) should also be in place with the dependent suppliers (external and internal).

In Scope
Collection and dissemination of customer service level requirements
Negotiation for sign off of the Service level agreements.
Provision of support to the Service Planning Process to ensure required service levels are met by the
organization through the development of new services / service enhancements, supporting OLAs and
underpinning contracts and a Service Quality Plan.
Monitor and report on SLA compliance
Management of Process Improvement activities for the Service Level Management Process

Out of Scope
Creation and maintenance of an IT Service Catalogue pertaining to Service Planning process)
Complete planning of service offerings pertains to Service Planning process
Account management, sales and marketing of IT services pertaining to Customer Management process.
Development and maintenance of the Service Quality Plan pertaining to Service Planning process.
Service Improvement program strategy pertaining to Service Planning process.
Customer Satisfaction surveys pertaining to Customer Management process.
High-level service definitions pertaining to Service Planning process.
It is targeted by goals:
• Goal: SLM - Enable IT to Meet Service Targets
To determine the level of IT Service required to support the business and manage the same to ensure
committed service levels are being met.
• Goal: SLM - Improve Service Quality
To maintain and improve IT Service quality in line with business and cost justification.
It benefits from:
• Benefit: SLM - Controlled Service Resource Costs
Clear specification of required services and components leads to controlled cost and resource
management for long term.
• Benefit: SLM - Cost Reduction
• Benefit: SLM - Formal Service Improvement Planning
SLM makes sure that monitoring of service levels occurs on a regular basis and initiates service
improvement actions as necessary (via the SIP).
• Benefit: SLM - Improved Customer and IT Expectations
Stabilizes the relationship between IT organization and the customer due to clear customer expectations
as to service deliverables, service levels, contacts, etc.

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• Benefit: SLM - Measured Service Delivery

Service performance can be measured, which means that it can be managed and reported on.
• Benefit: SLM - Reduced Risk of SLA Defaults
Clear and precise documentation on provisioned services and SLAs leads to a reduction in poor service
performance, causing IT to miss their SLA commitments.
• Benefit: SLM - Risk Reduction
• Benefit: SLM - Service Agility Improvement
• Benefit: SLM - Service Quality Improvement
• Benefit: SLM - Services Matched to Business Requirements
SLM provides a conduit for customer feedback about services, thus helping to ensure that IT services are
designed to meet the expectations, as defined in the Service level requirements.
It includes nine components:
• Activity : 6.1 SLM - Identify the Needs of the Customer
• Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
• Activity : 6.3 SLM - Review, Negotiate & Sign UCs
• Activity : 6.4 SLM - Draft SLA & Negotiate Terms
• Activity : 6.5 SLM - Sign & Activate the SLA
• Activity : 6.6 SLM - Report SLA Compliance
• Activity : 6.7 SLM - Perform Service Review
• Activity : 6.8 SLM - Develop Service Improvement Program
• Activity : 6.9 SLM - Execute Service Improvement Program
Notes:
Basic Concepts
Service Level Management Process involves identifying the needs of the customer through discussions and
negotiating with the Customer about the required service Level, in relation to the costs involved, and
defining it in Service Level Agreements. The Operational Level Agreement and Underpinning Contracts must
be consistent and supportive of the Service level Agreement targets.
Operational Scenarios
This section of the process guide describes Operational Scenarios of how the Service Level Management
Process would respond to different types of situations and how this process contributes to the value chain.

Scenario 1
Service Level Agreements were negotiated between the IT organization and the customer and were
documented. When the services were deployed, the customer was not satisfied with the service
arrangements of the IT organization. The reasons were terminology used in the documents were not clear to
the customer and lacked clarity on customer service requirements. Documents included several performance
targets that could not be accurately measured and reported.

To enhance the Customer-supplier relationship and improve the quality of the service, it was decided to
revamp the Service Level Agreements. A detailed study of the specific service requirements was carried out
which established the service specifications. The performance targets were verified to ensure they were
measurable and achievable. Reporting mechanism and review schedules were finalized and incorporated
in the Service level Agreements. Services offered were monitored as per the new SLA. Within a fairly short
time, the customer was satisfied with the service arrangements and felt their expectations were understood
and met.

Review meetings further helped to strengthen the relationship since, these review meetings formed a basis

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for identifying the areas that need improvement as well as areas that are working well.

Scenario 2
On negotiating the current service and support hours for a large customer, IT Organization found a
discrepancy in the required time of usage between head office and the field offices. Head office with a
limited user population wanted service hours covering 8.00 am to 6.00 pm, whereas the field with at least
20 times the User population wanted service hours covering 7.00 am to 4.00 pm. Head office won the
political argument and so the 8.00 am to 6.00 pm service coverage was set. When the Service was
deployed and monitored, it was found that Service was used from 7.00 am to 5.00 pm, Service extensions
were usually asked by the field to cover the extra hour in the morning. The Service Level Manager was
blamed by the IT staff for having to cover a late shift, and by the Customer Representative for charging for a
service that was not used (i.e. staff and running costs).

To arrive at the root cause of this problem, the Service Level Manager requested the Service Coordinator to
generate the relevant reports and analyze how often the service hours were utilized and peak time periods
for the same. These reports brought out the service hours were utilized one hour before the actual define
service hours i.e. 7.00 am onwards and after 4.00 pm hardly any services were utilized.

The Service level manager brought this observation to the notice of Customer Relationship Manager. A
review meeting was called for discussion with the customer on the service hours. A proposal was given to
the customer with supporting facts, to change the service hours from 7.00 am to 5.00 pm with no change
in the costs. But any services utilized beyond 5.00 pm would be at additional charges.
The customer agreed for the change. The existing SLA was updated with new services hours. New service
hours utilization was monitored with results reflecting actual customer service usage.

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6 Service Level Management Process Policies (Interpretations)

Covers fundamental statements / policies / principles for the design of Service Level Management. For
each policy it is described on which best practices it is based, and what the benefits and impacts are of
adhering to the policy
It includes six components:
• SLM-POL 1 - SLA Adherence
• SLM-POL 2 - Service Quality
• SLM-POL 3 - SLM Design Considerations
• SLM-POL 4 - Realistic SLAs
• SLM-POL 5 - OLAs & UCs
• SLM-POL 6 - SLA Reviews

SLM-POL 1 - SLA Adherence

Adherence to contract and agreed upon service levels must be a primary driver behind the operational
activities of IT.

This policy is based on the following best practices:

1.IT must understand the needs and requirements of the business, translate them to IT services, and deliver
those services at acceptable quality, cost and performance levels.

Adherence to this policy has the following benefits and impacts:

• Benefit: Implementing a Service Level Management process successfully would ensure IT organizations
are customer focused and service oriented
• Impact: All IT personnel should be aware of the way the SLM process operates
• Impact: Contracted service agreements with the customer will be developed for existing services
• Impact: Organizational changes may be necessary to support the SLM process
• Impact: The IT organization has decided to become (or is) customer-focused and has programs in place
to support the potential cultural shift to a service-based organization (e.g. a Service Awareness program
or a Customer Care program)
• Impact: The role of the Service Level Manager, accountable for the SLM process, must be a senior IT role

SLM-POL 2 - Service Quality

The Service Level Manager, on behalf of the IT organization, must adhere to SLAs and keep any adverse
impact on service quality to a minimum.

This policy is based on the following best practices:

1.Development of SLAs must not be viewed as simply an academic exercise. The SLA must be viewed as
accurately reflecting what and how IT organization has agreed to deliver a service to the business. For the
integrity of the SLM process, it is essential that the SLAs be viewed as a binding document that the business
has the right to reference if it decides service delivery is not meeting requirements

Adherence to this policy has the following benefits and impacts:

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• Benefit: The SLA will be viewed as a business tool that clarifies roles, responsibilities, and expectations.
It can be used as a "mediator" if service delivery disputes arise
• Impact: IT will continue to take a proactive role in the CAB and provide the risk assessment and impact
analysis as it relates to the SLAs
• Impact: Periodic reviews of the SLA will be performed with the business, as well as with internal and
external service providers
• Impact: The actions of the Service Level Manager and their team are guided by the terms of the SLAs
they have signed
• Impact: The Customer Relationship manager must be effective in communicating reviews and updates to
current SLAs to the field team
• Impact: The Service Level Manager is accountable for service level metrics

SLM-POL 3 - SLM Design Considerations

Attributes of Service Level Management must be incorporated into the design and selection of future
software, hardware and services. These attributes include such things as the ability for software, hardware
and services to be easily maintained or recovered, the serviceability of the software, hardware and
services, and the ability to automatically generate performance data.

This policy is based on the following best practices:

1.Technology specification, selection, deployment, implementation and its use will be evaluated and
managed from an SLM point of view

Adherence to this policy has the following benefits and impacts:

• Benefit: Considering these issues at a fundamental level will help ensure that metrics established in SLAs
are realistic, measurable, and achievable
• Impact: Application Development must be aware of SLM and its tenets
• Impact: In some organizations new criteria must be established and considered in the process of
specifying, procuring, and / or developing software

SLM-POL 4 - Realistic SLAs

Only realistic and measurable Service Level Agreements must be agreed to and signed. Accurate analyses
of availability, security, capacity, continuity and cost of ownership will support agreements.

This policy is based on the following best practices:

1.SLAs must directly reflect business requirements and IT Organization's delivery capability. IT
Organization must be rigorous in determining what levels of service it can reasonably agree to deliver, and
base that determination on true metrics

Adherence to this policy has the following benefits and impacts:

• Benefit: SLAs will be a useful tool for satisfying business requirements and fostering Business-IT
relationships since they reflect the true-world expectations and requirements of both IT and the business
in mutually agreeable terms
• Impact: If IT organization is uncertain whether a service level objective can be measured it must not be
included in an SLA
• Impact: Metrics included in SLAs must be measurable

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• Impact: Most SLAs require a well-instrumented environment to report on service performance

• Impact: Operational teams need the right tools to allow IT organization to meet their commitments,
perform and report on the measurements
• Impact: The onus is on the IT organization to ensure agreed-to metrics are achievable
• Impact: There must be a timely and accurate exchange of information from / to the business or customer
to identify appropriate service level objectives

SLM-POL 5 - OLAs & UCs

OLA's and Underpinning contracts must be planned and when necessary (re) negotiated, and stringent
enough to align with Service Level needs.

This policy is based on the following best practices:

1.To enable IT organization to be able to agree with certainty to performance levels specified in SLAs, it is
imperative that OLA's with internal service providers / underpinning contracts with external
vendors/suppliers be planned, negotiated and signed. This effort must take into account the customer
requirements and desired service levels

Adherence to this policy has the following benefits and impacts:

• Benefit: IT will enable Service delivery to meet agreed Service levels utilizing external service providers
thereby maintaining a optimized core-competence operational team in-house
• Impact: A significant amount of analysis may be required to determine the relationships between SLA
metric performance levels and metrics required and documented in the underpinning contracts
• Impact: Both operational support and the IT organization must be involved in the reviews
• Impact: External vendors / suppliers must be advised of the impact of their contracts on the related SLA
• Impact: OLA's should be reviewed with the operational support organization (as needed, more
frequently than SLA's as the service matures)
• Impact: Operational support must be able to translate SLA's into metrics that can be measured
• Impact: The organization's "Supply Management" department (responsible for 3rd party contracts) must
be involved in the negotiation process
• Impact: There should be rewards for the 3rd party vendors for doing well as penalties for not meeting
their contractual obligations (to be put in place as the organization matures)

SLM-POL 6 - SLA Reviews

Regular reviews must be conducted to examine the effectiveness and efficiency of the Service Level
Management process.

This policy is based on the following best practices:

1.The SLM process must be reviewed on a regular basis to ensure it is working effectively. Regular reviews
in support of process improvement initiatives are fundamental to a process-oriented service organization

Adherence to this policy has the following benefits and impacts:

• Benefit: The SLM process can be improved on a regular basis to ensure customer needs are being
addressed in the best way possible
• Impact: A process audit by an external agency may be desirable on occasion (minimum of every three
months during the first year)

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• Impact: Both customers and the IT organization must be involved in the reviews
• Impact: The Process Owner should initiate the review process

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Service Level Management Process Relationships

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16 4
C ustom er Management C onf iguration Management
5
C hange Management

14
Serv ice Planning

Work Order(s)
CI Data
2

SLA
Inc ident & Serv ice Request

RFC
Service Specification

Management

Serv ice Reports

6 1

Service Level Management Perf ormance Data Operations Management

Serv ice Requirements

Release Notification
Availability Plan

Service Requirements

Continuity Plan

Service Requirements

Capacity Plan
11
8
Service Requirements

Av ailability Management
Release to Production

Cost Analysis
Security Plan

10
C ontinuit y Management

12
C apacity Management

9 13
Security Management Financial Management

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Service Level Management Process Workflows

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6 Service Level Management

5
Change Management

Change Management Roles

"STATUS: RFC Drafted by SLM"/RFCs for Immediate Service Improvements

"Business Unfulfilled SLRs & SLOs Forwarded to
Need" 6.1
SLM - Identify the Needs of S e rvi ce Planning
SLM the Customer End
Event Process

Reporti ng & Review Requirements

Service
Review End
Sc hedule Process
6.2 6.5 6.6
SLM - Review, Negotiate & SLM - Sign & Activate the A c ti vated SLA SLM - Report SLA
Sign OLAs SLA Compliance "T ime for Service Review"

Service Level Manager

Published SIP Results

"Service Improvement Recommendations"
"Agreement Reached" Business-Generated
Improvements
6.4 Required "S ervice Improvement
6.7

Corrective Actions
P rogram Not Required"
SLM - Draft SLA & Negotiate SLM - Perform Service
"Current OLAs Are Sufficient"
Identified OLA Modifications

Terms Review End

Improvements
Process

Service
Signed OLAs

"S e rvi ce Improvement Program

Customer Relationship Required"
"OLA Modifications Not Required"

"S TATUS: RFC Drafted by SLM"/SIP

Manager RFCs
"Current UCs Are Sufficient"

6.8 6.9
Do cumented Service Improvement Program
SLM - Develop Service SLM - Execute Service
Improvement Program Improvement Program

Service Owner

6.3
SLM - Review, Negotiate &
Sign UCs

Supplier Manager

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6 Service Level Management (Interpretations)

The Service Level Management process defines and manages the IT services levels offered to the customer
as per the customer requirements.

Service Level Management is a process that links the IT service provider and the customer by
managing the Service Level Agreements (SLAs) that provide specific targets against which the performance
of the IT organization can be judged.

SLAs should be established for all IT Services being provided. Underpinning contracts and Operational
Level Agreements (OLAs) should also be in place with the dependent suppliers (external and internal).

In Scope
Collection and dissemination of customer service level requirements
Negotiation for sign off of the Service level agreements.
Provision of support to the Service Planning Process to ensure required service levels are met by the
organization through the development of new services / service enhancements, supporting OLAs and
underpinning contracts and a Service Quality Plan.
Monitor and report on SLA compliance
Management of Process Improvement activities for the Service Level Management Process

Out of Scope
Creation and maintenance of an IT Service Catalogue pertaining to Service Planning process)
Complete planning of service offerings pertains to Service Planning process
Account management, sales and marketing of IT services pertaining to Customer Management process.
Development and maintenance of the Service Quality Plan pertaining to Service Planning process.
Service Improvement program strategy pertaining to Service Planning process.
Customer Satisfaction surveys pertaining to Customer Management process.
High-level service definitions pertaining to Service Planning process.
It is the responsibility of:
• Organization: Service Level Management Roles
It includes nine activities:
• 6.1 SLM - Identify the Needs of the Customer
• 6.2 SLM - Review, Negotiate & Sign OLAs
• 6.3 SLM - Review, Negotiate & Sign UCs
• 6.4 SLM - Draft SLA & Negotiate Terms
• 6.5 SLM - Sign & Activate the SLA
• 6.6 SLM - Report SLA Compliance
• 6.7 SLM - Perform Service Review
• 6.8 SLM - Develop Service Improvement Program
• 6.9 SLM - Execute Service Improvement Program
Controls:
• DS 1 - Define and Manage Service Levels
• DS 1.01 - Service Level Management Framework
• DS 1.03 - Service Level Agreements
• DS 2 - Manage Third-party Services
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• DS 3 - Manage Performance and Capacity

• ME 1 - Monitor and Evaluate IT Performance

6.1 SLM - Identify the Needs of the Customer

This subprocess is focused on defining the specific Service Level Requirements necessary to meet the needs
of a business customer.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Business Need from Source: SLM Event
It accepts:
• Workflow from Source: SLM Event
It delivers:
• Reporting & Review Requirements to Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
• Unfulfilled SLRs & SLOs Forwarded to Service Planning to Sink: End Process
It includes seven activities:
• 6.1.1 SLM - Identify SLRs & SLOs
• 6.1.2 SLM - Validate SLRs & SLOs
• 6.1.5 SLM - Document Unfulfilled SLRs
• 6.1.6 SLM - Submit SRs to Service Planning
• 6.1.9 SLM - Identify Metrics, Reporting & Review Requirements
• 6.1.7 SLM - Map Current Services & SLOs to Requirements
• 6.1.3 SLM - Review Service Portfolio
Controls:
• DS 2 - Manage Third-party Services

6.2 SLM - Review, Negotiate & Sign OLAs

This subprocess is focused on determining all of the OLA requirements necessary for this customer's service
delivery, negotiating the requirements and signing the OLAs in support of the SLA being developed.
It is the responsibility of:
• Role: Service Level Manager
It initiates event:
• Current OLAs Are Sufficient for Activity : 6.3 SLM - Review, Negotiate & Sign UCs
It accepts:
• Identified OLA Modifications from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
• Reporting & Review Requirements from Activity : 6.1 SLM - Identify the Needs of the Customer
It delivers:
• Workflow to Activity : 6.3 SLM - Review, Negotiate & Sign UCs
• Signed OLAs to Activity : 6.3 SLM - Review, Negotiate & Sign UCs

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It includes six activities:

• 6.2.7 SLM - Sign OLAs with Internal Service Providers
• 6.2.4 SLM - Negotiate New OLAs with Internal Service Providers
• 6.2.6 SLM - Update OLAs with Negotiated Terms
• 6.2.3 SLM - Draft or Modify OLAs
• 6.2.2 SLM - Review Current OLA Capabilities
• 6.2.1 SLM - Review Supporting OLA Requirements
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 2.01 - Identification of All Supplier Relationships

6.3 SLM - Review, Negotiate & Sign UCs

This subprocess is focused on negotiating and signing the required Underpinning Contracts (UCs) in support
of the SLA and OLAs being developed.
It is the responsibility of:
• Role: Supplier Manager
It is initiated by event:
• Current OLAs Are Sufficient from Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
It initiates events:
• OLA Modifications Not Required for Activity : 6.4 SLM - Draft SLA & Negotiate Terms
• Current UCs Are Sufficient for Activity : 6.4 SLM - Draft SLA & Negotiate Terms
It accepts:
• Workflow from Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
• Signed OLAs from Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
It delivers:
• Workflow to Activity : 6.4 SLM - Draft SLA & Negotiate Terms
• Workflow to Activity : 6.4 SLM - Draft SLA & Negotiate Terms
• Identified OLA Modifications to Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
It includes five activities:
• 6.3.8 SLM - Document Required OLA Modifications
• 6.3.3 SLM - Draft New Underpinning Contracts
• 6.3.1 SLM - Review Supporting UC Requirements
• 6.3.6 SLM - Sign UCs with External Service Providers
• 6.3.4 SLM - Negotiate New UCs with External Service Providers
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 2.01 - Identification of All Supplier Relationships

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6.4 SLM - Draft SLA & Negotiate Terms

This subprocess is focused on drafting and negotiating the SLA that is needed to meet specified service level
requirements and objectives.
It is the responsibility of:
• Role: Customer Relationship Manager
It is initiated by events:
• OLA Modifications Not Required from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
• Current UCs Are Sufficient from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
It initiates event:
• Agreement Reached for Activity : 6.5 SLM - Sign & Activate the SLA
It accepts:
• Workflow from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
• Workflow from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
It delivers:
• Workflow to Activity : 6.5 SLM - Sign & Activate the SLA
It includes three activities:
• 6.4.3 SLM - Negotiate SLA Terms
• 6.4.1 SLM - Generate SLA from Template
• 6.4.2 SLM - Present SLA Draft to Customer
Controls:
• DS 1.03 - Service Level Agreements
• DS 2.02 - Supplier Relationship Management

6.5 SLM - Sign & Activate the SLA

This subprocess is focused on signing and activating the SLA.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Agreement Reached from Activity : 6.4 SLM - Draft SLA & Negotiate Terms
It accepts:
• Workflow from Activity : 6.4 SLM - Draft SLA & Negotiate Terms
It delivers:
• Activated SLA to Activity : 6.6 SLM - Report SLA Compliance
It includes three activities:
• 6.5.2 SLM - Sign the SLA
• 6.5.3 SLM - Activate the Service
• 6.5.1 SLM - Finalize SLA

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6.6 SLM - Report SLA Compliance

This subprocess is focused on those activities required to perform ongoing reporting regarding specified
service levels.
It is the responsibility of:
• Role: Service Level Manager
It initiates event:
• Service Improvement Recommendations for Activity : 6.8 SLM - Develop Service Improvement Program
It accepts:
• Activated SLA from Activity : 6.5 SLM - Sign & Activate the SLA
It delivers:
• Workflow to Activity : 6.8 SLM - Develop Service Improvement Program
• Corrective Actions to Activity : 6.8 SLM - Develop Service Improvement Program
It includes six activities:
• 6.6.4 SLM - Review Reports and Feedback
• 6.6.5 SLM - Address SLA Exceptions & Issues
• 6.6.2 SLM - Analyze Service Level Reports for SLA Compliance
• 6.6.1 SLM - Perform Service Level Reporting
• 6.6.7 SLM - Document Recommendations
• 6.6.3 SLM - Provide Service Report Feedback
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• ME 1.04 - Performance Assessment

6.7 SLM - Perform Service Review

This subprocess is focused on defining the key activities required to perform periodic reviews of service
performance.
It is the responsibility of:
• Role: Customer Relationship Manager
It is initiated by event:
• Time for Service Review from Source: Service Review Schedule
It initiates events:
• Service Improvement Program Required for Activity : 6.8 SLM - Develop Service Improvement Program
• Service Improvement Program Not Required for Sink: End Process
It accepts:
• Workflow from Source: Service Review Schedule
It delivers:
• Workflow to Sink: End Process
• Workflow to Activity : 6.8 SLM - Develop Service Improvement Program
It includes six activities:
• 6.7.4 SLM - Analyze Service Review Feedback
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• 6.7.3 SLM - Conduct Service Review

• 6.7.2 SLM - Prepare for Service Review
• 6.7.6 SLM - Deliver Service Review Report to Customer
• 6.7.1 SLM - Generate SLA Summary Report
• 6.7.5 SLM - Write Service Review Report
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 2.04 - Supplier Performance Monitoring

6.8 SLM - Develop Service Improvement Program

This subprocess is focused on developing ongoing service improvement programs.
It is the responsibility of:
• Role: Service Owner
It is initiated by events:
• Service Improvement Recommendations from Activity : 6.6 SLM - Report SLA Compliance
• Service Improvement Program Required from Activity : 6.7 SLM - Perform Service Review
It initiates event:
• STATUS: RFC Drafted by SLM for Activity : 5 Change Management
It accepts:
• Workflow from Activity : 6.7 SLM - Perform Service Review
• Workflow from Activity : 6.6 SLM - Report SLA Compliance
• Corrective Actions from Activity : 6.6 SLM - Report SLA Compliance
• Service Improvements from Source: Business-Generated Improvements Required
It delivers:
• Documented Service Improvement Program to Activity : 6.9 SLM - Execute Service Improvement Program
• RFCs for Immediate Service Improvements to Activity : 5 Change Management
It includes five activities:
• 6.8.5 SLM - Perform Service Improvement Planning
• 6.8.1 SLM - Review Service Improvement Recommendations
• 6.8.3 SLM - Submit Service Improvement RFCs
• 6.8.4 SLM - Assess Current State of Service
• 6.8.6 SLM - Document Service Improvement Program

6.9 SLM - Execute Service Improvement Program

This subprocess is focused on executing the Service Improvement Program.
It is the responsibility of:
• Role: Service Owner
It initiates event:
• STATUS: RFC Drafted by SLM for Activity : 5 Change Management
It accepts:
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• Documented Service Improvement Program from Activity : 6.8 SLM - Develop Service Improvement
Program
It delivers:
• Published SIP Results to Sink: End Process
• SIP RFCs to Activity : 5 Change Management
It includes six activities:
• 6.9.3 SLM - Monitor and Analyze Service Improvements
• 6.9.4 SLM - Modify Service Improvement Program
• 6.9.1 SLM - Review SIP with Participants
• 6.9.5 SLM - Inform Customer About Service Improvements
• 6.9.6 SLM - Publish Service Improvement Program Results
• 6.9.2 SLM - Coordinate Service Improvements

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6.1 SLM - Identify the Needs of the Customer

Un fulfilled SLRs & S LOs

6.1.6 Forwarded to Service
"Business Need" 6.1.1 Ide ntified SLRs & SLOs 6.1.2 Planning
SLM - Submit SRs to Service
SLM - Identify SLRs & SLOs SLM - Validate SLRs & SLOs
SLM Planning End
Event Proces s

Un fulfilled SLRs & S LOs Forwarded to

Validated SLRs & SLOs
Service Planning

6.1.3 Validated S LRs & 6.1.4 "SLRs & SLOs Not 6.1.5
SLM - Review Service SLOs SLM - SLRs Address ed by No Addres s ed" SLM - Document Unfulfilled
Portfolio Current Services ? SLRs

Yes
"SLRs & SLOs Addressed"

6.1.7
SLM - Map Current Services &
SLOs to Requirements

S L O Map
"SLO Mapping Incomplete"

6.1.9
6.1.8 SLM - Identify Metrics,
SLM - SLO Mapping Yes"SLO Mappi ng Completed"
No Reporting & Review
Complete? Requirements

Reporti ng & Review Requirements

6.2
SLM - Review, Negotiate &
Sign OLAs

Service Level Manager

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6.1 SLM - Identify the Needs of the Customer (Interpretations)

This subprocess is focused on defining the specific Service Level Requirements necessary to meet the needs
of a business customer.
It is the responsibility of:
• Role: Service Level Manager
It includes seven activities:
• 6.1.1 SLM - Identify SLRs & SLOs
• 6.1.2 SLM - Validate SLRs & SLOs
• 6.1.3 SLM - Review Service Portfolio
• 6.1.5 SLM - Document Unfulfilled SLRs
• 6.1.6 SLM - Submit SRs to Service Planning
• 6.1.7 SLM - Map Current Services & SLOs to Requirements
• 6.1.9 SLM - Identify Metrics, Reporting & Review Requirements
Controls:
• DS 2 - Manage Third-party Services

6.1.1 SLM - Identify SLRs & SLOs

Information is gathered regarding the customer's specific service requirements (SLRs) and service level
objectives (SLOs).

The information could be gathered by holding information sessions with the customer to get an idea of what
exactly the customer is looking for regarding new or improved service is concerned.

In a case where the ITSM Service Planning process has been implemented, this information should already
exist for new services and can simply be accessed to assist in this effort.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Business Need from Source: SLM Event
It accepts:
• Workflow from Source: SLM Event
It delivers:
• Identified SLRs & SLOs to Activity : 6.1.2 SLM - Validate SLRs & SLOs
Controls:
• DS 1.01 - Service Level Management Framework
• DS 2 - Manage Third-party Services

6.1.2 SLM - Validate SLRs & SLOs

An effort is made to validate that the identified SLRs & SLOs are realistic.

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It is the responsibility of:

• Role: Service Level Manager
It accepts:
• Identified SLRs & SLOs from Activity : 6.1.1 SLM - Identify SLRs & SLOs
It delivers:
• Validated SLRs & SLOs to Activity : 6.1.3 SLM - Review Service Portfolio
Controls:
• DS 2 - Manage Third-party Services

6.1.3 SLM - Review Service Portfolio

The current IT Service Portfolio (if it exists) is reviewed to determine whether the SLRs & SLOs are addressed
by existing services.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Validated SLRs & SLOs from Activity : 6.1.2 SLM - Validate SLRs & SLOs
It delivers:
• Validated SLRs & SLOs to Activity : 6.1.5 SLM - Document Unfulfilled SLRs based upon a No condition
for Decision Point: 6.1.4 SLM - SLRs Addressed by Current Services?
• Validated SLRs & SLOs to Activity : 6.1.7 SLM - Map Current Services & SLOs to Requirements based
upon a Yes condition for Decision Point: 6.1.4 SLM - SLRs Addressed by Current Services?
Controls:
• DS 2 - Manage Third-party Services

6.1.4 SLM - SLRs Addressed by Current Services?

If the customer requirements cannot be addressed by any current services, the missing SLRs & SLOs are
documented and the information is passed on (handed-off) to the Service Planning process for consideration
as a new service.

If the customer requirements will be addressed by current service offerings, a complete mapping of current
services to the requirements and service level objectives can be performed.
It is the responsibility of:
• Role: Service Level Manager
It initiates events:
• SLRs & SLOs Addressed for Activity : 6.1.7 SLM - Map Current Services & SLOs to Requirements
• SLRs & SLOs Not Addressed for Activity : 6.1.5 SLM - Document Unfulfilled SLRs

6.1.5 SLM - Document Unfulfilled SLRs

The Service Level Manager documents the unfulfilled Service Level Requirements so that they can be
forwarded to Service Planning.
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It is the responsibility of:

• Role: Service Level Manager
It is initiated by event:
• SLRs & SLOs Not Addressed from Decision Point: 6.1.4 SLM - SLRs Addressed by Current Services?
It accepts:
• Validated SLRs & SLOs from Activity : 6.1.3 SLM - Review Service Portfolio based upon a No condition
for Decision Point: 6.1.4 SLM - SLRs Addressed by Current Services?
It delivers:
• Unfulfilled SLRs & SLOs Forwarded to Service Planning to Activity : 6.1.6 SLM - Submit SRs to Service
Planning
Controls:
• DS 2 - Manage Third-party Services

6.1.6 SLM - Submit SRs to Service Planning

The missing SLR documentation is sent to Service Planning which will then determine whether they qualify
for the creation of a new service. At this point, the process is ended.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Unfulfilled SLRs & SLOs Forwarded to Service Planning from Activity : 6.1.5 SLM - Document Unfulfilled
SLRs
It delivers:
• Unfulfilled SLRs & SLOs Forwarded to Service Planning to Sink: End Process
Controls:
• DS 2 - Manage Third-party Services

6.1.7 SLM - Map Current Services & SLOs to Requirements

The service level requirements and objectives defined by the customer are completely mapped to current
services.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by events:
• SLO Mapping Incomplete from Decision Point: 6.1.8 SLM - SLO Mapping Complete?
• SLRs & SLOs Addressed from Decision Point: 6.1.4 SLM - SLRs Addressed by Current Services?
It accepts:
• Validated SLRs & SLOs from Activity : 6.1.3 SLM - Review Service Portfolio based upon a Yes condition
for Decision Point: 6.1.4 SLM - SLRs Addressed by Current Services?
• SLO Map from Activity : 6.1.7 SLM - Map Current Services & SLOs to Requirements based upon a No
condition for Decision Point: 6.1.8 SLM - SLO Mapping Complete?

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It delivers:
• SLO Map to Activity : 6.1.9 SLM - Identify Metrics, Reporting & Review Requirements based upon a Yes
condition for Decision Point: 6.1.8 SLM - SLO Mapping Complete?
• SLO Map to Activity : 6.1.7 SLM - Map Current Services & SLOs to Requirements based upon a No
condition for Decision Point: 6.1.8 SLM - SLO Mapping Complete?
Controls:
• DS 2 - Manage Third-party Services

6.1.8 SLM - SLO Mapping Complete?

If the service mapping is complete, then work can begin generating the necessary OLAs, UCs and SLA for
this customer.

If the service mapping is not complete, then this mapping step is performed iteratively until all the
requirements have been mapped to the appropriate service.
It is the responsibility of:
• Role: Service Level Manager
It initiates events:
• SLO Mapping Incomplete for Activity : 6.1.7 SLM - Map Current Services & SLOs to Requirements
• SLO Mapping Completed for Activity : 6.1.9 SLM - Identify Metrics, Reporting & Review Requirements

6.1.9 SLM - Identify Metrics, Reporting & Review Requirements

Additional data pertinent to the SLA and reporting requirements needs to be gathered and documented,
such as metrics and reporting requirements and any specific service review requirements.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• SLO Mapping Completed from Decision Point: 6.1.8 SLM - SLO Mapping Complete?
It accepts:
• SLO Map from Activity : 6.1.7 SLM - Map Current Services & SLOs to Requirements based upon a Yes
condition for Decision Point: 6.1.8 SLM - SLO Mapping Complete?
It delivers:
• Reporting & Review Requirements to Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 2 - Manage Third-party Services
• DS 3.05 - Monitoring and Reporting

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6.2 SLM - Review, Negotiate & Sign OLAs

6.1
6.2.4
SLM - Identify the Needs of the New OLAs
SLM - N eg otiate New OLAs
Customer
with Internal Service Providers

Reporting & Review Requirements

6.2.1 6.2.5
SLM - R eview Supporting "OLA Negotiations Not Completed" SLM - OLA N eg otiations 6.2.7
No SLM - Sign OLAs with Internal
OLA Requirements Completed?
Service Providers

Reviewed OLA Requirements

Yes

Service Level Manager "OLA Negotiations Completed"

OLA Drafts

6.2.2 6.2.6
"Current OLAs Not Sufficient" 6.2.3 Updated OLAs
SLM - R eview Current OLA SLM - Update OLAs with
SLM - Draft or Modify OLAs
Capabilities Negotiated Terms

"Current OLAs Are Sufficient"

Service Providers

6.3
SLM - Review, Negotiate & Signed OLAs
Sig n UCs

Supplier Manag er

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6.2 SLM - Review, Negotiate & Sign OLAs (Interpretations)

This subprocess is focused on determining all of the OLA requirements necessary for this customer's service
delivery, negotiating the requirements and signing the OLAs in support of the SLA being developed.
It is the responsibility of:
• Role: Service Level Manager
It includes six activities:
• 6.2.1 SLM - Review Supporting OLA Requirements
• 6.2.2 SLM - Review Current OLA Capabilities
• 6.2.3 SLM - Draft or Modify OLAs
• 6.2.4 SLM - Negotiate New OLAs with Internal Service Providers
• 6.2.6 SLM - Update OLAs with Negotiated Terms
• 6.2.7 SLM - Sign OLAs with Internal Service Providers
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 2.01 - Identification of All Supplier Relationships

6.2.1 SLM - Review Supporting OLA Requirements

The supporting OLAs for the service are reviewed to determine whether or not they will suffice for this
customer's service level requirements.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Reporting & Review Requirements from Activity : 6.1 SLM - Identify the Needs of the Customer
It delivers:
• Reviewed OLA Requirements to Activity : 6.2.2 SLM - Review Current OLA Capabilities
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.2.2 SLM - Review Current OLA Capabilities

Activities commence that allow for the review of current OLAs to determine their capabilities (in light of any
new service requirements).
It is the responsibility of:
• Organization: Service Providers
It initiates events:
• Current OLAs Not Sufficient for Activity : 6.2.3 SLM - Draft or Modify OLAs
• Current OLAs Are Sufficient for Activity : 6.3 SLM - Review, Negotiate & Sign UCs
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It accepts:
• Reviewed OLA Requirements from Activity : 6.2.1 SLM - Review Supporting OLA Requirements
It delivers:
• Workflow to Activity : 6.3 SLM - Review, Negotiate & Sign UCs
• Workflow to Activity : 6.2.3 SLM - Draft or Modify OLAs
It includes two activities:
• 6.2.2.1 SLM - Translate SLOs into OLOs
• 6.2.2.2 SLM - Identify Monitoring Requirements

6.2.3 SLM - Draft or Modify OLAs

Any necessary new OLAs are drafted (note that simply modifying an existing OLA might be all that is
required). This will probably entail a number of meetings and discussions with targeted IT service providers.

Note that the OLAs include service level monitoring requirements.

It is the responsibility of:
• Organization: Service Providers
It is initiated by event:
• Current OLAs Not Sufficient from Activity : 6.2.2 SLM - Review Current OLA Capabilities
It accepts:
• Workflow from Activity : 6.2.2 SLM - Review Current OLA Capabilities
It delivers:
• OLA Drafts to Activity : 6.2.4 SLM - Negotiate New OLAs with Internal Service Providers
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.2.4 SLM - Negotiate New OLAs with Internal Service Providers

The activities of discussing, negotiating and seeking agreement with the necessary Service Providers on any
required OLA modifications are performed.

Note that the OLAs include service level monitoring requirements.

It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• OLA Negotiations Not Completed from Decision Point: 6.2.5 SLM - OLA Negotiations Completed?
It accepts:
• New OLAs from Activity : 6.2.4 SLM - Negotiate New OLAs with Internal Service Providers based upon
a No condition for Decision Point: 6.2.5 SLM - OLA Negotiations Completed?
• OLA Drafts from Activity : 6.2.3 SLM - Draft or Modify OLAs

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It delivers:
• New OLAs to Activity : 6.2.4 SLM - Negotiate New OLAs with Internal Service Providers based upon a
No condition for Decision Point: 6.2.5 SLM - OLA Negotiations Completed?
• New OLAs to Activity : 6.2.6 SLM - Update OLAs with Negotiated Terms based upon a Yes condition
for Decision Point: 6.2.5 SLM - OLA Negotiations Completed?
Controls:
• DS 1.03 - Service Level Agreements
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.2.5 SLM - OLA Negotiations Completed?

If the OLA negotiations are complete, the OLAs can be updated to reflect any changes in terms.

If the OLA negotiations are not complete, efforts continue to finish the negotiations.
It is the responsibility of:
• Role: Service Level Manager
It initiates events:
• OLA Negotiations Completed for Activity : 6.2.6 SLM - Update OLAs with Negotiated Terms
• OLA Negotiations Not Completed for Activity : 6.2.4 SLM - Negotiate New OLAs with Internal Service
Providers

6.2.6 SLM - Update OLAs with Negotiated Terms

The OLAs are updated to reflect any changes in terms.
It is the responsibility of:
• Organization: Service Providers
It is initiated by event:
• OLA Negotiations Completed from Decision Point: 6.2.5 SLM - OLA Negotiations Completed?
It accepts:
• New OLAs from Activity : 6.2.4 SLM - Negotiate New OLAs with Internal Service Providers based upon
a Yes condition for Decision Point: 6.2.5 SLM - OLA Negotiations Completed?
It delivers:
• Updated OLAs to Activity : 6.2.7 SLM - Sign OLAs with Internal Service Providers
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.2.7 SLM - Sign OLAs with Internal Service Providers

The OLAs are signed by the Service Level Manager, Service Owner and required Service Providers.
It is the responsibility of:
• Role: Service Level Manager
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It accepts:
• Updated OLAs from Activity : 6.2.6 SLM - Update OLAs with Negotiated Terms
It delivers:
• Signed OLAs to Activity : 6.3 SLM - Review, Negotiate & Sign UCs
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

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6.2.2 SLM - Review Current OLA Capabilities

6.2.1
SLM - Rev iew Supporting
OLA Requirements

Reviewed OLA Requirements

Serv ice Lev el Manager

6.2.2.1
SLM - Translat e SLOs into
OLOs

Low-level Metrics

6.2.2.2 6.2.2.3
Monitoring Requirements No "Current OLAs Not Sufficient" 6.2.3
SLM - Identif y Monitoring SLM - Current OLAs
SLM - Draf t or Modif y OLAs
Requirements Suf f icient?

Yes
"Current OLAs Are Sufficient"

Serv ice Prov iders

6.3
SLM - Rev iew, Negotiate &
Sign UCs

Supplier Manager

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6.2.2 SLM - Review Current OLA Capabilities (Interpretations)

Activities commence that allow for the review of current OLAs to determine their capabilities (in light of any
new service requirements).
It is the responsibility of:
• Organization: Service Providers
It includes two activities:
• 6.2.2.1 SLM - Translate SLOs into OLOs
• 6.2.2.2 SLM - Identify Monitoring Requirements

6.2.2.1 SLM - Translate SLOs into OLOs

The identified Service Providers (e.g., Operations, Networks, etc.) translate the service level objectives
(SLOs) into lower-level metrics called Operational Level Objectives (OLOs) that can be monitored and
reported against with the use of technology.
It is the responsibility of:
• Organization: Service Providers
It accepts:
• Reviewed OLA Requirements from Activity : 6.2.1 SLM - Review Supporting OLA Requirements
It delivers:
• Low-level Metrics to Activity : 6.2.2.2 SLM - Identify Monitoring Requirements
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.2.2.2 SLM - Identify Monitoring Requirements

The monitoring requirements currently being provided for the service are identified and whether or not these
requirements are sufficient is determined.
It is the responsibility of:
• Organization: Service Providers
It accepts:
• Low-level Metrics from Activity : 6.2.2.1 SLM - Translate SLOs into OLOs
It delivers:
• Monitoring Requirements to Activity : 6.3 SLM - Review, Negotiate & Sign UCs based upon a Yes
condition for Decision Point: 6.2.2.3 SLM - Current OLAs Sufficient?
• Monitoring Requirements to Activity : 6.2.3 SLM - Draft or Modify OLAs based upon a No condition for
Decision Point: 6.2.2.3 SLM - Current OLAs Sufficient?
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements

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• DS 3.05 - Monitoring and Reporting

• ME 1.03 - Monitoring Method

6.2.2.3 SLM - Current OLAs Sufficient?

If the existing OLAs are not sufficient to address the customer's requirements, new OLAs will be drafted.

If the existing OLAs are sufficient to meet the customer's requirements, then the required Underpinning
Contracts can be evaluated.
It is the responsibility of:
• Organization: Service Providers
It initiates events:
• Current OLAs Not Sufficient for Activity : 6.2.3 SLM - Draft or Modify OLAs
• Current OLAs Are Sufficient for Activity : 6.3 SLM - Review, Negotiate & Sign UCs

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6.3 SLM - Review, Negotiate & Sign UCs

Identified OLA "OLA Modifications Are 6.3.7

6.2 6.3.8
Modifications Required" SLM - Do U C Term s
SLM - Rev iew, N egotiate & SLM - Document Required
Yes Require OLA
Sign OLAs OLA Modif ications
Modif ications?

No
"OLA Modifi cations Not Required"
"Current OLAs Are Sufficient"

Serv ice Lev el Manager

Signed OLAs

6.4
SLM - Draf t SLA &
Negotiate Terms
Customer Relationship
Manager

Sig ned UCs

6.3.6
Revi ewed UC SLM - Sign UCs with
6.3.1 6.3.2
Requirements Yes "Current UCs Are Sufficient" External Serv ice Prov iders
SLM - Rev iew Supporting SLM - Current UC s
UC Requirem ents Suf f icient?
"UC Negotiations Completed"
Yes

No
6.3.5
"UC Negotiations Not Complete"
"Current UCs Are Not Sufficient" SLM - UC Negotiations
No
Com plete?

6.3.4
6.3.3
New UCs SLM - Negotiate New UCs Negotiated UCs
SLM - Draf t New
with External Serv ice
Underpinning Contracts
Prov iders
Supplier Manager

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6.3 SLM - Review, Negotiate & Sign UCs (Interpretations)

This subprocess is focused on negotiating and signing the required Underpinning Contracts (UCs) in support
of the SLA and OLAs being developed.
It is the responsibility of:
• Role: Supplier Manager
It includes five activities:
• 6.3.1 SLM - Review Supporting UC Requirements
• 6.3.3 SLM - Draft New Underpinning Contracts
• 6.3.4 SLM - Negotiate New UCs with External Service Providers
• 6.3.6 SLM - Sign UCs with External Service Providers
• 6.3.8 SLM - Document Required OLA Modifications
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 2.01 - Identification of All Supplier Relationships

6.3.1 SLM - Review Supporting UC Requirements

The supporting Underpinning Contracts (UCs) for the service are reviewed in order to determine whether or
not they will suffice for this customer's service requirements.
It is the responsibility of:
• Role: Supplier Manager
It is initiated by event:
• Current OLAs Are Sufficient from Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
It accepts:
• Workflow from Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
• Signed OLAs from Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
It delivers:
• Reviewed UC Requirements to Activity : 6.3.3 SLM - Draft New Underpinning Contracts based upon a
No condition for Decision Point: 6.3.2 SLM - Current UCs Sufficient?
• Reviewed UC Requirements to Activity : 6.4 SLM - Draft SLA & Negotiate Terms based upon a Yes
condition for Decision Point: 6.3.2 SLM - Current UCs Sufficient?
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.3.2 SLM - Current UCs Sufficient?

If the existing UCs are not sufficient to address the customer's requirements, then new UCs need to be
drafted.

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If the existing UCs are sufficient to meet the customer's requirements, then the SLA can begin to be drafted.
It is the responsibility of:
• Role: Supplier Manager
It initiates events:
• Current UCs Are Sufficient for Activity : 6.4 SLM - Draft SLA & Negotiate Terms
• Current UCs Are Not Sufficient for Activity : 6.3.3 SLM - Draft New Underpinning Contracts

6.3.3 SLM - Draft New Underpinning Contracts

New UCs are drafted by the Supplier Manager to fulfill requirements.
It is the responsibility of:
• Role: Supplier Manager
It is initiated by event:
• Current UCs Are Not Sufficient from Decision Point: 6.3.2 SLM - Current UCs Sufficient?
It accepts:
• Reviewed UC Requirements from Activity : 6.3.1 SLM - Review Supporting UC Requirements based upon
a No condition for Decision Point: 6.3.2 SLM - Current UCs Sufficient?
It delivers:
• New UCs to Activity : 6.3.4 SLM - Negotiate New UCs with External Service Providers
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.3.4 SLM - Negotiate New UCs with External Service Providers

The Supplier Manager begins the effort of discussing, negotiating and seeking agreement with the
necessary Service Providers on any required UC modifications.
It is the responsibility of:
• Role: Supplier Manager
It is initiated by event:
• UC Negotiations Not Complete from Decision Point: 6.3.5 SLM - UC Negotiations Complete?
It accepts:
• Negotiated UCs from Activity : 6.3.4 SLM - Negotiate New UCs with External Service Providers based
upon a No condition for Decision Point: 6.3.5 SLM - UC Negotiations Complete?
• New UCs from Activity : 6.3.3 SLM - Draft New Underpinning Contracts
It delivers:
• Negotiated UCs to Activity : 6.3.6 SLM - Sign UCs with External Service Providers based upon a Yes
condition for Decision Point: 6.3.5 SLM - UC Negotiations Complete?
• Negotiated UCs to Activity : 6.3.4 SLM - Negotiate New UCs with External Service Providers based
upon a No condition for Decision Point: 6.3.5 SLM - UC Negotiations Complete?
Controls:
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• DS 1.03 - Service Level Agreements

• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.3.5 SLM - UC Negotiations Complete?

If UC negotiations are complete, the UCs can be signed.

If the UC negotiations are not complete, they continue until they are done.
It is the responsibility of:
• Role: Supplier Manager
It initiates events:
• UC Negotiations Not Complete for Activity : 6.3.4 SLM - Negotiate New UCs with External Service
Providers
• UC Negotiations Completed for Activity : 6.3.6 SLM - Sign UCs with External Service Providers

6.3.6 SLM - Sign UCs with External Service Providers

The Underpinning Contracts are signed.
It is the responsibility of:
• Role: Supplier Manager
It is initiated by event:
• UC Negotiations Completed from Decision Point: 6.3.5 SLM - UC Negotiations Complete?
It accepts:
• Negotiated UCs from Activity : 6.3.4 SLM - Negotiate New UCs with External Service Providers based
upon a Yes condition for Decision Point: 6.3.5 SLM - UC Negotiations Complete?
It delivers:
• Signed UCs to Activity : 6.4 SLM - Draft SLA & Negotiate Terms based upon a No condition for
Decision Point: 6.3.7 SLM - Do UC Terms Require OLA Modifications?
• Signed UCs to Activity : 6.3.8 SLM - Document Required OLA Modifications based upon a Yes
condition for Decision Point: 6.3.7 SLM - Do UC Terms Require OLA Modifications?
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

6.3.7 SLM - Do UC Terms Require OLA Modifications?

It is quite possible that changes to any UCs or creation of new UCs for a service may impact the supporting
OLAs.

If changes to OLAs are required, they are performed.

If no changes to OLAs are performed, negotiations continue until complete.

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It is the responsibility of:

• Role: Service Level Manager
It initiates events:
• OLA Modifications Are Required for Activity : 6.3.8 SLM - Document Required OLA Modifications
• OLA Modifications Not Required for Activity : 6.4 SLM - Draft SLA & Negotiate Terms

6.3.8 SLM - Document Required OLA Modifications

Any required OLA modifications that must be done related to the underpinning contracts are documented.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• OLA Modifications Are Required from Decision Point: 6.3.7 SLM - Do UC Terms Require OLA
Modifications?
It accepts:
• Signed UCs from Activity : 6.3.6 SLM - Sign UCs with External Service Providers based upon a Yes
condition for Decision Point: 6.3.7 SLM - Do UC Terms Require OLA Modifications?
It delivers:
• Identified OLA Modifications to Activity : 6.2 SLM - Review, Negotiate & Sign OLAs
Controls:
• DS 1.04 - Operating Level Agreements
• DS 1.06 - Review of Service Level Agreements and Contracts

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6.4 SLM - Draft SLA & Negotiate Terms

6.3
SLM - Revi ew, Negoti ate &
Sign UCs

Supplier Manager

6.4.2
Draf t SLA 6.4.3
SLM - Present SLA Draft to
SLM - Negoti ate SLA Terms
Customer
"OLA Modifications Not Required"

"Current UCs Are Sufficient" Negotiated SLA Terms

"Agreement Not Reached"

6.4.4
SLM - Agreement
No
Reached on SLA Terms?

Y es
Customer Relati onship "Agreement Reached"
Manager

6.4.1 6.5
Draf t SLA
SLM - Generate SLA from SLM - Si gn & Activate the
T emplate SLA

Service Level Manager

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6.4 SLM - Draft SLA & Negotiate Terms (Interpretations)

This subprocess is focused on drafting and negotiating the SLA that is needed to meet specified service level
requirements and objectives.
It is the responsibility of:
• Role: Customer Relationship Manager
It includes three activities:
• 6.4.1 SLM - Generate SLA from Template
• 6.4.2 SLM - Present SLA Draft to Customer
• 6.4.3 SLM - Negotiate SLA Terms
Controls:
• DS 1.03 - Service Level Agreements
• DS 2.02 - Supplier Relationship Management

6.4.1 SLM - Generate SLA from Template

A draft SLA is generated from a predefined template.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by events:
• Current UCs Are Sufficient from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
• OLA Modifications Not Required from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
It accepts:
• Workflow from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
• Workflow from Activity : 6.3 SLM - Review, Negotiate & Sign UCs
It delivers:
• Draft SLA to Activity : 6.4.2 SLM - Present SLA Draft to Customer
Controls:
• DS 1.03 - Service Level Agreements

6.4.2 SLM - Present SLA Draft to Customer

The draft SLA is presented to the customer.
It is the responsibility of:
• Role: Customer Relationship Manager
It accepts:
• Draft SLA from Activity : 6.4.1 SLM - Generate SLA from Template
It delivers:
• Draft SLA to Activity : 6.4.3 SLM - Negotiate SLA Terms
Controls:

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• DS 1.03 - Service Level Agreements

6.4.3 SLM - Negotiate SLA Terms

The terms of the SLA are negotiated with the customer.

It is important that IT not overwhelm the customer during negotiations, so participation should be limited to
the Service Level Manager, Customer Relationship Manager (or Service Owner) and the customer.
It is the responsibility of:
• Role: Customer Relationship Manager
It is initiated by event:
• Agreement Not Reached from Decision Point: 6.4.4 SLM - Agreement Reached on SLA Terms?
It accepts:
• Negotiated SLA Terms from Activity : 6.4.3 SLM - Negotiate SLA Terms based upon a No condition for
Decision Point: 6.4.4 SLM - Agreement Reached on SLA Terms?
• Draft SLA from Activity : 6.4.2 SLM - Present SLA Draft to Customer
It delivers:
• Negotiated SLA Terms to Activity : 6.4.3 SLM - Negotiate SLA Terms based upon a No condition for
Decision Point: 6.4.4 SLM - Agreement Reached on SLA Terms?
• Negotiated SLA Terms to Activity : 6.5 SLM - Sign & Activate the SLA based upon a Yes condition for
Decision Point: 6.4.4 SLM - Agreement Reached on SLA Terms?
Controls:
• DS 1.03 - Service Level Agreements

6.4.4 SLM - Agreement Reached on SLA Terms?

If agreement has been reached with regard to the terms of the SLA, it can be finalized and signed.

If terms have not been agreed upon, negotiations continue until agreement has been reached.
It is the responsibility of:
• Role: Customer Relationship Manager
It initiates events:
• Agreement Reached for Activity : 6.5 SLM - Sign & Activate the SLA
• Agreement Not Reached for Activity : 6.4.3 SLM - Negotiate SLA Terms

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6.5 SLM - Sign & Activate the SLA

6.4
SLM - Draft SLA & Negotiate
Terms

Custom er Relationship "Agreement Reached"

Manager

6.5.1 Finalized SLA 6.5.2

SLM - Finalize SLA SLM - Sign the SLA

Signed SLA

6.5.3
SLM - Activate the Service

Activated SLA

6.6
SLM - Report SLA
Compliance

Service Level Manager

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6.5 SLM - Sign & Activate the SLA (Interpretations)

This subprocess is focused on signing and activating the SLA.
It is the responsibility of:
• Role: Service Level Manager
It includes three activities:
• 6.5.1 SLM - Finalize SLA
• 6.5.2 SLM - Sign the SLA
• 6.5.3 SLM - Activate the Service

6.5.1 SLM - Finalize SLA

The SLA is finalized and made ready for signing.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Agreement Reached from Activity : 6.4 SLM - Draft SLA & Negotiate Terms
It accepts:
• Workflow from Activity : 6.4 SLM - Draft SLA & Negotiate Terms
It delivers:
• Finalized SLA to Activity : 6.5.2 SLM - Sign the SLA
Controls:
• DS 1.03 - Service Level Agreements

6.5.2 SLM - Sign the SLA

The signatories sign the SLA.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Finalized SLA from Activity : 6.5.1 SLM - Finalize SLA
It delivers:
• Signed SLA to Activity : 6.5.3 SLM - Activate the Service

6.5.3 SLM - Activate the Service

The service is now activated.

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This means that the appropriate parties (e.g., Support) have been notified and briefed that this specific
customer will be using the service specified in the SLA. It also is a signal to Operations that any required
monitoring capabilities should be implemented and activated.

This also means that the service billing cycle can now commence.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Signed SLA from Activity : 6.5.2 SLM - Sign the SLA
It delivers:
• Activated SLA to Activity : 6.6 SLM - Report SLA Compliance
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements

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6.6 SLM - Report SLA Compliance

6.6.1
SLM - Per form Service Level "No Service Improvements Required"
Repor ting

Service Level Reports

6.6.2 Analyzed Service Level 6.6.3

SLM - Analyze Service Level Reports SLM - Provide Service Report
Reports for SLA Compliance Feedback

Feedback

Service Providers
Activated SLA

6.6.4
6.5
SLM - Review Reports and
SLM - Sign & Activate the SLA
Feedback
No

Reviewed Reports

6.6.5 6.6.6 "Service Improvements 6.6.7

Identified Service Improvements
SLM - Address SLA Exceptions SLM - Service Improvements Yes Identified"
SLM - Document
& Issues Identified? Recommendations

Corrective Actions
Service Level Manager

6.8
SLM - Develop Service "Service Improvement Recommendations"
Improvement Progr am

Service Owner

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6.6 SLM - Report SLA Compliance (Interpretations)

This subprocess is focused on those activities required to perform ongoing reporting regarding specified
service levels.
It is the responsibility of:
• Role: Service Level Manager
It includes six activities:
• 6.6.1 SLM - Perform Service Level Reporting
• 6.6.2 SLM - Analyze Service Level Reports for SLA Compliance
• 6.6.3 SLM - Provide Service Report Feedback
• 6.6.4 SLM - Review Reports and Feedback
• 6.6.5 SLM - Address SLA Exceptions & Issues
• 6.6.7 SLM - Document Recommendations
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• ME 1.04 - Performance Assessment

6.6.1 SLM - Perform Service Level Reporting

This subprocess performs the ongoing service level reporting activities.
It is the responsibility of:
• Organization: Service Providers
It is initiated by event:
• No Service Improvements Required from Decision Point: 6.6.6 SLM - Service Improvements Identified?
It accepts:
• Identified Service Improvements from Activity : 6.6.5 SLM - Address SLA Exceptions & Issues based upon
a No condition for Decision Point: 6.6.6 SLM - Service Improvements Identified?
• Activated SLA from Activity : 6.5 SLM - Sign & Activate the SLA
It delivers:
• Service Level Reports to Activity : 6.6.2 SLM - Analyze Service Level Reports for SLA Compliance
It includes two activities:
• 6.6.1.1 SLM - Generate Service Level Compliance Reports
• 6.6.1.2 SLM - Distribute Service Level Reports for Analysis
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 3.05 - Monitoring and Reporting

6.6.2 SLM - Analyze Service Level Reports for SLA Compliance

The Service Level reports are analyzed by the Service Providers, seeking SLA compliance issues and service
improvement opportunities.

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It is the responsibility of:

• Organization: Service Providers
It accepts:
• Service Level Reports from Activity : 6.6.1 SLM - Perform Service Level Reporting
It delivers:
• Analyzed Service Level Reports to Activity : 6.6.3 SLM - Provide Service Report Feedback
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 2.04 - Supplier Performance Monitoring
• DS 3.05 - Monitoring and Reporting
• ME 1.04 - Performance Assessment

6.6.3 SLM - Provide Service Report Feedback

The Service Providers document and provide a distillation of their data to the Service Level Manager.
It is the responsibility of:
• Organization: Service Providers
It accepts:
• Analyzed Service Level Reports from Activity : 6.6.2 SLM - Analyze Service Level Reports for SLA
Compliance
It delivers:
• Feedback to Activity : 6.6.4 SLM - Review Reports and Feedback
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements

6.6.4 SLM - Review Reports and Feedback

The Service Level Manager reviews the service level reports and feedback.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Feedback from Activity : 6.6.3 SLM - Provide Service Report Feedback
It delivers:
• Reviewed Reports to Activity : 6.6.5 SLM - Address SLA Exceptions & Issues
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 3.05 - Monitoring and Reporting

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6.6.5 SLM - Address SLA Exceptions & Issues

The activities of this subprocess are focused on addressing SLA exceptions, including exceptions caused by
customer behavior.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Reviewed Reports from Activity : 6.6.4 SLM - Review Reports and Feedback
It delivers:
• Corrective Actions to Activity : 6.8 SLM - Develop Service Improvement Program
• Identified Service Improvements to Activity : 6.6.1 SLM - Perform Service Level Reporting based upon a
No condition for Decision Point: 6.6.6 SLM - Service Improvements Identified?
• Identified Service Improvements to Activity : 6.6.7 SLM - Document Recommendations based upon a Yes
condition for Decision Point: 6.6.6 SLM - Service Improvements Identified?
It includes four activities:
• 6.6.5.2 SLM - Identify Service Improvements
• 6.6.5.3 SLM - Document Service Level Exceptions
• 6.6.5.6 SLM - Identify Corrective Actions
• 6.6.5.5 SLM - Document Customer-Specific Issues
Controls:
• ME 1.04 - Performance Assessment

6.6.6 SLM - Service Improvements Identified?

If some service improvements have been identified, they can be documented.

If no service improvements have been identified, service level monitoring and reporting is performed again.
It is the responsibility of:
• Role: Service Level Manager
It initiates events:
• Service Improvements Identified for Activity : 6.6.7 SLM - Document Recommendations
• No Service Improvements Required for Activity : 6.6.1 SLM - Perform Service Level Reporting

6.6.7 SLM - Document Recommendations

Any recommended service improvements must be documented. This documentation will be used to create a
Service Improvement Program.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Service Improvements Identified from Decision Point: 6.6.6 SLM - Service Improvements Identified?
It initiates event:
• Service Improvement Recommendations for Activity : 6.8 SLM - Develop Service Improvement Program
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It accepts:
• Identified Service Improvements from Activity : 6.6.5 SLM - Address SLA Exceptions & Issues based upon
a Yes condition for Decision Point: 6.6.6 SLM - Service Improvements Identified?
It delivers:
• Workflow to Activity : 6.8 SLM - Develop Service Improvement Program

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6.6.1 SLM - Perform Service Level Reporting

6.6.6 6.5
SLM - Serv ice No "No Service Improvements Required" SLM - Sign & Activ ate the
Im prov ements SLA
Identif ied?
Activated SLA

Serv ice Lev el Manager

6.6.1.1
SLM - Generate Serv ice
Lev el C ompliance Reports

Ser vice Level Reports

6.6.1.2
SLM - Dis tribute Serv ice
Lev el R eports f or Analy sis

Ser vice Level Reports

6.6.2
SLM - Analy ze Serv ice
Lev el R eports f or SLA
Com pliance

Serv ice Prov iders

Ser vice Level Monitoring Data

Serv ice Lev el

Operations Management
Data
Roles

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6.6.1 SLM - Perform Service Level Reporting (Interpretations)

This subprocess performs the ongoing service level reporting activities.
It is the responsibility of:
• Organization: Service Providers
It includes two activities:
• 6.6.1.1 SLM - Generate Service Level Compliance Reports
• 6.6.1.2 SLM - Distribute Service Level Reports for Analysis
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 3.05 - Monitoring and Reporting

6.6.1.1 SLM - Generate Service Level Compliance Reports

The Service Providers periodically generate summary service level compliance reports. The schedule is
typically determined within OLAs and UCs.
It is the responsibility of:
• Organization: Service Providers
It is initiated by event:
• No Service Improvements Required from Decision Point: 6 SLM - Service Improvements Identified?
It accepts:
• Workflow from Decision Point: 6 SLM - Service Improvements Identified? based upon a No condition for
Decision Point: 6 SLM - Service Improvements Identified?
• Activated SLA from Activity : 6.5 SLM - Sign & Activate the SLA
• Service Level Monitoring Data from Store: Service Level Data
It delivers:
• Service Level Reports to Activity : 6.6.1.2 SLM - Distribute Service Level Reports for Analysis
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 2.04 - Supplier Performance Monitoring
• ME 1.04 - Performance Assessment

6.6.1.2 SLM - Distribute Service Level Reports for Analysis

The Service Level reports are distributed to other interested parties (including other service providers) for
review.
It is the responsibility of:
• Organization: Service Providers
It accepts:
• Service Level Reports from Activity : 6.6.1.1 SLM - Generate Service Level Compliance Reports
It delivers:
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• Service Level Reports to Activity : 6.6.2 SLM - Analyze Service Level Reports for SLA Compliance
Controls:
• DS 1.05 - Monitoring and Reporting of Service Level Achievements
• DS 2.04 - Supplier Performance Monitoring
• DS 3.05 - Monitoring and Reporting
• ME 1.04 - Performance Assessment

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6.6.5 SLM - Address SLA Exceptions & Issues

6.6.4 6.6.5.1 6.6.5.2 6.6.6

Reviewed Reports No "Exceptions Not Found" Identified Service Improvements
SLM - Review Reports and SLM - SLA Exceptions SLM - Identif y Serv ice SLM - Service
Feedback Found? Improv ements Improv ements Identif ied?

Yes

"Exceptions Found"

6.6.5.3 6.6.5.4 6.6.5.5

SLA Exceptions "Customer-Specific Issues Found"
Yes
SLM - Document Serv ice SLM - Customer-Specif ic SLM - Document
Lev el Exceptions Issues Found? Customer-Specific Issues

No Customer-Specific Issues

6.6.5.6
"Customer-Specific Issues Not Found"
SLM - Identif y Correctiv e
Actions

Corrective Actions
Service Lev el Manager

6.8
SLM - Dev elop Serv ice
Improv ement Program

Service Owner

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6.6.5 SLM - Address SLA Exceptions & Issues (Interpretations)

The activities of this subprocess are focused on addressing SLA exceptions, including exceptions caused by
customer behavior.
It is the responsibility of:
• Role: Service Level Manager
It includes four activities:
• 6.6.5.2 SLM - Identify Service Improvements
• 6.6.5.3 SLM - Document Service Level Exceptions
• 6.6.5.5 SLM - Document Customer-Specific Issues
• 6.6.5.6 SLM - Identify Corrective Actions
Controls:
• ME 1.04 - Performance Assessment

6.6.5.1 SLM - SLA Exceptions Found?

If SLA compliance exceptions have been found, they need to be addressed.

If no SLA compliance issues have not been found, any service improvement recommendations are
documented.
It is the responsibility of:
• Role: Service Level Manager
It initiates events:
• Exceptions Not Found for Activity : 6.6.5.2 SLM - Identify Service Improvements
• Exceptions Found for Activity : 6.6.5.3 SLM - Document Service Level Exceptions

6.6.5.2 SLM - Identify Service Improvements

Identify proactive service improvements as needed or desired e.g., based on trending, etc.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Exceptions Not Found from Decision Point: 6.6.5.1 SLM - SLA Exceptions Found?
It accepts:
• Reviewed Reports from Activity : 6.6.4 SLM - Review Reports and Feedback based upon a No condition
for Decision Point: 6.6.5.1 SLM - SLA Exceptions Found?
It delivers:
• Identified Service Improvements to Decision Point: 6 SLM - Service Improvements Identified? based upon
an unknown condition for Decision Point: 6 SLM - Service Improvements Identified?

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6.6.5.3 SLM - Document Service Level Exceptions

Any identified exceptions to stated service levels are documented.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Exceptions Found from Decision Point: 6.6.5.1 SLM - SLA Exceptions Found?
It accepts:
• Reviewed Reports from Activity : 6.6.4 SLM - Review Reports and Feedback based upon a Yes condition
for Decision Point: 6.6.5.1 SLM - SLA Exceptions Found?
It delivers:
• SLA Exceptions to Activity : 6.6.5.5 SLM - Document Customer-Specific Issues based upon a Yes
condition for Decision Point: 6.6.5.4 SLM - Customer-Specific Issues Found?
• SLA Exceptions to Activity : 6.6.5.6 SLM - Identify Corrective Actions based upon a No condition for
Decision Point: 6.6.5.4 SLM - Customer-Specific Issues Found?
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts

6.6.5.4 SLM - Customer-Specific Issues Found?

If any service level exceptions are identified as possibly the fault of some activity by the customer, they need
to be documented.

If no customer-specific issues are found, corrective actions can be identified to remedy the situation.
It is the responsibility of:
• Role: Service Level Manager
It initiates events:
• Customer-Specific Issues Not Found for Activity : 6.6.5.6 SLM - Identify Corrective Actions
• Customer-Specific Issues Found for Activity : 6.6.5.5 SLM - Document Customer-Specific Issues

6.6.5.5 SLM - Document Customer-Specific Issues

Any data supporting IT's claim that the service level exceptions are due to some activity (or lack of activity)
on the customer's part need to be documented so that it can be presented in the next service review.

This activity may require the involvement of the Service Owner.

Note: These are likely to be different issues than service provider issues and will probably require specific
work instructions to handle them.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Customer-Specific Issues Found from Decision Point: 6.6.5.4 SLM - Customer-Specific Issues Found?

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It accepts:
• SLA Exceptions from Activity : 6.6.5.3 SLM - Document Service Level Exceptions based upon a Yes
condition for Decision Point: 6.6.5.4 SLM - Customer-Specific Issues Found?
It delivers:
• Customer-Specific Issues to Activity : 6.6.5.6 SLM - Identify Corrective Actions
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts

6.6.5.6 SLM - Identify Corrective Actions

Corrective actions to remedy the identified service level exceptions are identified.

Note that the Customer Relationship Manager may provide value in determining how best to improve the
customer situation.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Customer-Specific Issues Not Found from Decision Point: 6.6.5.4 SLM - Customer-Specific Issues Found?
It accepts:
• SLA Exceptions from Activity : 6.6.5.3 SLM - Document Service Level Exceptions based upon a No
condition for Decision Point: 6.6.5.4 SLM - Customer-Specific Issues Found?
• Customer-Specific Issues from Activity : 6.6.5.5 SLM - Document Customer-Specific Issues
It delivers:
• Corrective Actions to Activity : 6.8 SLM - Develop Service Improvement Program
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts

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6.7 SLM - Perform Service Review

6.7.7
6. 7.1 6. 7.4
"Time for Service Review" SLM - Is a Serv ice Yes
SLM - Generate SLA SLM - Analy ze Serv ice

"Service Improvement Program Required"

Improvement Program
Serv ice Summary Report Rev iew Feedback
Required?
Rev iew
Schedule
SLA Summary Report Feedback Analysis
Yes

"Service Improvement Program Not

Required"

Serv ice Lev el Manager

6.7.2 6. 7.5
SLM - Prepare f or Serv ice SLM - Write Serv ice Rev iew
Rev iew Report End
Process

Service Review Material Service Review Report

6.7.3 6. 7.6
Service Review Results Service Review Report
SLM - Conduct Serv ice SLM - Deliv er Serv ice
Rev iew Rev iew Report to Customer
Customer Relationship
Manager

6.8
SLM - Dev elop Serv ice
Improv ement Program

Serv ice Owner

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6.7 SLM - Perform Service Review (Interpretations)

This subprocess is focused on defining the key activities required to perform periodic reviews of service
performance.
It is the responsibility of:
• Role: Customer Relationship Manager
It includes six activities:
• 6.7.1 SLM - Generate SLA Summary Report
• 6.7.2 SLM - Prepare for Service Review
• 6.7.3 SLM - Conduct Service Review
• 6.7.4 SLM - Analyze Service Review Feedback
• 6.7.5 SLM - Write Service Review Report
• 6.7.6 SLM - Deliver Service Review Report to Customer
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 2.04 - Supplier Performance Monitoring

6.7.1 SLM - Generate SLA Summary Report

Data generated and compiled in the (e.g., monthly) service level reports are analyzed by the Service Level
Manager and extracted to summarize the service performance for the current review cycle.

A summary report of the service performance against the SLA is compiled (perhaps based on past monthly
reports) for the purpose of reviewing with the customer.

In this activity, the Service Level Manager creates an SLA compliance report for the customer.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by event:
• Time for Service Review from Source: Service Review Schedule
It accepts:
• Workflow from Source: Service Review Schedule
It delivers:
• SLA Summary Report to Activity : 6.7.2 SLM - Prepare for Service Review
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts
• ME 1.04 - Performance Assessment

6.7.2 SLM - Prepare for Service Review

A number of documents are prepared together with presentation material that can be used during the SLA
Review meeting.

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The material generated should be written in the language of the business.

It is the responsibility of:
• Role: Customer Relationship Manager
It accepts:
• SLA Summary Report from Activity : 6.7.1 SLM - Generate SLA Summary Report
It delivers:
• Service Review Material to Activity : 6.7.3 SLM - Conduct Service Review
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 2.04 - Supplier Performance Monitoring

6.7.3 SLM - Conduct Service Review

The Service Review is conducted.
It is the responsibility of:
• Role: Customer Relationship Manager
It accepts:
• Service Review Material from Activity : 6.7.2 SLM - Prepare for Service Review
It delivers:
• Service Review Results to Activity : 6.7.4 SLM - Analyze Service Review Feedback
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts
• ME 1.04 - Performance Assessment

6.7.4 SLM - Analyze Service Review Feedback

The results of the service review are analyzed for possible service improvements.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Service Review Results from Activity : 6.7.3 SLM - Conduct Service Review
It delivers:
• Feedback Analysis to Activity : 6.7.5 SLM - Write Service Review Report
Controls:
• ME 1.04 - Performance Assessment

6.7.5 SLM - Write Service Review Report

A report documenting the Service Review meeting and any findings, outcomes, etc. is prepared.

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It is the responsibility of:

• Role: Customer Relationship Manager
It accepts:
• Feedback Analysis from Activity : 6.7.4 SLM - Analyze Service Review Feedback
It delivers:
• Service Review Report to Activity : 6.7.6 SLM - Deliver Service Review Report to Customer
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts

6.7.6 SLM - Deliver Service Review Report to Customer

The Service Review report is delivered to the customer.
It is the responsibility of:
• Role: Customer Relationship Manager
It accepts:
• Service Review Report from Activity : 6.7.5 SLM - Write Service Review Report
It delivers:
• Service Review Report to Sink: End Process based upon a Yes condition for Decision Point: 6.7.7 SLM -
Is a Service Improvement Program Required?
• Service Review Report to Activity : 6.8 SLM - Develop Service Improvement Program based upon a Yes
condition for Decision Point: 6.7.7 SLM - Is a Service Improvement Program Required?
Controls:
• DS 1.06 - Review of Service Level Agreements and Contracts
• DS 3.05 - Monitoring and Reporting
• ME 1.04 - Performance Assessment

6.7.7 SLM - Is a Service Improvement Program Required?

If a Service Improvement Program is required to address service issues, work can begin on putting the
program together.

If no Service Improvement Program is required to address issues, then the Service Review effort is at end.
It is the responsibility of:
• Role: Service Level Manager
It initiates events:
• Service Improvement Program Required for Activity : 6.8 SLM - Develop Service Improvement Program
• Service Improvement Program Not Required for Sink: End Process

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6.8 SLM - Develop Service Improvement Program

Business-Generated
Improvements 6.7
Req uired SLM - Perform Service
Review

Customer Relationship Service Improvements "Servic e Improvement Program

Manag er Required"

6.6 6.8.4 6.8.6

SLM - Report SLA SLM - Assess Current State SLM - Document Service
Compliance of Service Improvement Program
Recommendation
Corrective Actions

Reviewed Feedback
Documented Service Improvement
Improvement

Service Level Manag er Program

"Service
s"

6.9
6.8.1 6.8.2 SLM - Execute Service
Reviewed Service "Servic e Improvements Not
SLM - Review Service SLM - Are Service Improvement Program
Improvements No Required Immediately" 6.8.5 S ervice Improvement
Improvement Improvements Required SLM - Perform Service T argets
Recommendations Immediately? Improvement Planning

Yes
"Service Improvements Required
Immediately"

6.8.3
SLM - Submit Service
Improvement RFCs

"ST ATUS: RFC Drafted by SLM"/RFCs

for Immediate Service Improvements
Service Owner

5
Change M anagement

Chang e M anagement Roles

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6.8 SLM - Develop Service Improvement Program (Interpretations)

This subprocess is focused on developing ongoing service improvement programs.
It is the responsibility of:
• Role: Service Owner
It includes five activities:
• 6.8.1 SLM - Review Service Improvement Recommendations
• 6.8.3 SLM - Submit Service Improvement RFCs
• 6.8.4 SLM - Assess Current State of Service
• 6.8.5 SLM - Perform Service Improvement Planning
• 6.8.6 SLM - Document Service Improvement Program

6.8.1 SLM - Review Service Improvement Recommendations

The recommended service improvements are reviewed by the Service Owner.
It is the responsibility of:
• Role: Service Owner
It is initiated by event:
• Service Improvement Recommendations from Activity : 6.6 SLM - Report SLA Compliance
It accepts:
• Workflow from Activity : 6.6 SLM - Report SLA Compliance
• Corrective Actions from Activity : 6.6 SLM - Report SLA Compliance
It delivers:
• Reviewed Service Improvements to Activity : 6.8.3 SLM - Submit Service Improvement RFCs based upon
a Yes condition for Decision Point: 6.8.2 SLM - Are Service Improvements Required Immediately?
• Reviewed Service Improvements to Activity : 6.8.4 SLM - Assess Current State of Service based upon a
No condition for Decision Point: 6.8.2 SLM - Are Service Improvements Required Immediately?

6.8.2 SLM - Are Service Improvements Required Immediately?

If service improvements are required immediately, RFCs are completed and submitted to improve the
service.

If service improvements can wait, work can begin on developing a comprehensive service improvement
plan.
It is the responsibility of:
• Role: Service Owner
It initiates events:
• Service Improvements Not Required Immediately for Activity : 6.8.4 SLM - Assess Current State of
Service
• Service Improvements Required Immediately for Activity : 6.8.3 SLM - Submit Service Improvement RFCs

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6.8.3 SLM - Submit Service Improvement RFCs

Since the service itself, together with the supporting SLAs, OLAs and UCs are all under Change control, the
Service Owner must submit RFCs to Change Management to carry out any service-related changes.

Change Management will subsequently issue work orders to implement the service changes. Note that this
may include work orders back to Service Level Management in the event the SLA, OLA or UCs needs to be
modified.
It is the responsibility of:
• Role: Service Owner
It is initiated by event:
• Service Improvements Required Immediately from Decision Point: 6.8.2 SLM - Are Service Improvements
Required Immediately?
It initiates event:
• STATUS: RFC Drafted by SLM for Activity : 5 Change Management
It accepts:
• Reviewed Service Improvements from Activity : 6.8.1 SLM - Review Service Improvement
Recommendations based upon a Yes condition for Decision Point: 6.8.2 SLM - Are Service
Improvements Required Immediately?
It delivers:
• RFCs for Immediate Service Improvements to Activity : 5 Change Management
Controls:
• ME 1.04 - Performance Assessment

6.8.4 SLM - Assess Current State of Service

The Service Level Manager (with interested parties) reviews and analyzes the customer feedback from the
Service Review meeting or business requirements.
It is the responsibility of:
• Role: Service Level Manager
It is initiated by events:
• Service Improvements Not Required Immediately from Decision Point: 6.8.2 SLM - Are Service
Improvements Required Immediately?
• Service Improvement Program Required from Activity : 6.7 SLM - Perform Service Review
It accepts:
• Reviewed Service Improvements from Activity : 6.8.1 SLM - Review Service Improvement
Recommendations based upon a No condition for Decision Point: 6.8.2 SLM - Are Service Improvements
Required Immediately?
• Workflow from Activity : 6.7 SLM - Perform Service Review
• Service Improvements from Source: Business-Generated Improvements Required
It delivers:
• Reviewed Feedback to Activity : 6.8.5 SLM - Perform Service Improvement Planning

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6.8.5 SLM - Perform Service Improvement Planning

This subprocess is focused on planning for the upcoming Service Improvement Program (SIP).
It is the responsibility of:
• Role: Service Owner
It accepts:
• Reviewed Feedback from Activity : 6.8.4 SLM - Assess Current State of Service
It delivers:
• Service Improvement Targets to Activity : 6.8.6 SLM - Document Service Improvement Program
It includes four activities:
• 6.8.5.4 SLM - Set Service Improvement Target Metrics
• 6.8.5.1 SLM - Identify Desired Future State of Service
• 6.8.5.2 SLM - Identify Service Improvement Scope
• 6.8.5.3 SLM - Set Service Improvement Priorities

6.8.6 SLM - Document Service Improvement Program

The Service Level Manager and Service Owner document the service improvement plans that make up the
program.

This program should include all planned actions required to achieve service improvements, identify
responsible parties, accountabilities, responsibilities, monitoring requirements, and a service improvement
schedule.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Service Improvement Targets from Activity : 6.8.5 SLM - Perform Service Improvement Planning
It delivers:
• Documented Service Improvement Program to Activity : 6.9 SLM - Execute Service Improvement Program
Controls:
• ME 1.04 - Performance Assessment

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6.8.5 SLM - Perform Service Improvement Planning

6.8.4 6.8.6
SLM - Assess Current State SLM - Document Service
of Service Improvement Program

Rev iewed Feedback

Service Level Manager

6.8.5.1
SLM - Identify Desired
Future State of Service

Future State of Serv ice

6.8.5.2
SLM - Identify Servi ce
Improvement Scope

Serv ice Improv ement Scope

6.8.5.3
SLM - Set Service
Improvement Priorities

Serv ice Improv ement

Priorities

6.8.5.4
SLM - Set Service Serv ice Improv ement Targets
Improvement Target
Metri cs

Service Owner

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6.8.5 SLM - Perform Service Improvement Planning (Interpretations)

This subprocess is focused on planning for the upcoming Service Improvement Program (SIP).
It is the responsibility of:
• Role: Service Owner
It includes four activities:
• 6.8.5.1 SLM - Identify Desired Future State of Service
• 6.8.5.2 SLM - Identify Service Improvement Scope
• 6.8.5.3 SLM - Set Service Improvement Priorities
• 6.8.5.4 SLM - Set Service Improvement Target Metrics

6.8.5.1 SLM - Identify Desired Future State of Service

The Service Level Manager, Service Owner (and when necessary, specific service providers) identify a
desired future state of the service - one that will meet customer requirements and not break the budget.

This activity can include revising service mission statements.

It is the responsibility of:
• Role: Service Owner
It accepts:
• Reviewed Feedback from Activity : 6.8.4 SLM - Assess Current State of Service
It delivers:
• Future State of Service to Activity : 6.8.5.2 SLM - Identify Service Improvement Scope

6.8.5.2 SLM - Identify Service Improvement Scope

The Service Level Manager and Service Owner work together to identify areas of potential service
improvements.

Other parties, including Service Providers may need to be consulted.

It is the responsibility of:
• Role: Service Owner
It accepts:
• Future State of Service from Activity : 6.8.5.1 SLM - Identify Desired Future State of Service
It delivers:
• Service Improvement Scope to Activity : 6.8.5.3 SLM - Set Service Improvement Priorities
Controls:
• ME 1.04 - Performance Assessment

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6.8.5.3 SLM - Set Service Improvement Priorities

The Service Level Manager and Service Owner work together to assign proper priorities to the proposed
service improvements.
It is the responsibility of:
• Role: Service Owner
It accepts:
• Service Improvement Scope from Activity : 6.8.5.2 SLM - Identify Service Improvement Scope
It delivers:
• Service Improvement Priorities to Activity : 6.8.5.4 SLM - Set Service Improvement Target Metrics
Controls:
• ME 1.04 - Performance Assessment

6.8.5.4 SLM - Set Service Improvement Target Metrics

The Service Level Manager and Service Owner identify metrics that can be monitored and measured to
determine the success of the improvements.
It is the responsibility of:
• Role: Service Owner
It accepts:
• Service Improvement Priorities from Activity : 6.8.5.3 SLM - Set Service Improvement Priorities
It delivers:
• Service Improvement Targets to Activity : 6.8.6 SLM - Document Service Improvement Program

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6.9 SLM - Execute Service Improvement Program

5
Change Management

Change Management Roles

"STATUS: RFC Drafted by
SLM"/SIP RFCs

Documented Service Reviewed Improvement

6.8 6.9.1 Program 6.9.2
Improvement Prog ram
SLM - Develop Service SLM - Review SIP with SLM - Coordinate Service
Improvement Program Participants Improvements

Improvements

"All CI-related
Implemented"

Completed"
"All Non-CI

RFCs
"Results Not
6.9.4 Acceptable"
6.9.3
SLM - ModifyService SLM - Monitor and Analyze
Improvement Program Service Improvements

"Goals M et" "Results Acceptable"

Service Owner

6.9.5
SLM - InformCustomer About
Service Improvements

Customer Informed
Customer Relationship Manager

6.9.6
Published SIP Results
SLM - Publish Service End Process
Improvement Program Results

Service Level Manager

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Process Guide

6.9 SLM - Execute Service Improvement Program (Interpretations)

This subprocess is focused on executing the Service Improvement Program.
It is the responsibility of:
• Role: Service Owner
It includes six activities:
• 6.9.1 SLM - Review SIP with Participants
• 6.9.2 SLM - Coordinate Service Improvements
• 6.9.3 SLM - Monitor and Analyze Service Improvements
• 6.9.4 SLM - Modify Service Improvement Program
• 6.9.5 SLM - Inform Customer About Service Improvements
• 6.9.6 SLM - Publish Service Improvement Program Results

6.9.1 SLM - Review SIP with Participants

The Service Owner reviews the Service Improvement Program with all participants.
It is the responsibility of:
• Role: Service Owner
It accepts:
• Workflow from Activity : 6.9.4 SLM - Modify Service Improvement Program
• Documented Service Improvement Program from Activity : 6.8 SLM - Develop Service Improvement
Program
It delivers:
• Reviewed Improvement Program to Activity : 6.9.2 SLM - Coordinate Service Improvements
Controls:
• ME 1.04 - Performance Assessment

6.9.2 SLM - Coordinate Service Improvements

The Service Owner works with Change Management to coordinate the risk/impact analysis, approval and
implementation of recommended service improvements (via RFCs).
It is the responsibility of:
• Role: Service Owner
It initiates events:
• STATUS: RFC Drafted by SLM for Activity : 5 Change Management
• All CI-related RFCs Completed for Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
• All Non-CI Improvements Implemented for Activity : 6.9.3 SLM - Monitor and Analyze Service
Improvements
It accepts:
• Reviewed Improvement Program from Activity : 6.9.1 SLM - Review SIP with Participants
It delivers:

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• Workflow to Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements

• Workflow to Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
• SIP RFCs to Activity : 5 Change Management
It includes three activities:
• 6.9.2.5 SLM - Implement Non-CI Service Improvements
• 6.9.2.3 SLM - Monitor RFC Progress
• 6.9.2.2 SLM - Submit RFCs to Implement Service Improvements
Controls:
• ME 1.04 - Performance Assessment

6.9.3 SLM - Monitor and Analyze Service Improvements

This subprocess includes all tasks required to monitor and analyze the implemented service improvements.
It is the responsibility of:
• Role: Service Owner
It is initiated by events:
• All CI-related RFCs Completed from Activity : 6.9.2 SLM - Coordinate Service Improvements
• All Non-CI Improvements Implemented from Activity : 6.9.2 SLM - Coordinate Service Improvements
It initiates events:
• Results Not Acceptable for Activity : 6.9.4 SLM - Modify Service Improvement Program
• Goals Met for Activity : 6.9.5 SLM - Inform Customer About Service Improvements
• Results Acceptable for Activity : 6.9.5 SLM - Inform Customer About Service Improvements
It accepts:
• Workflow from Activity : 6.9.2 SLM - Coordinate Service Improvements
• Workflow from Activity : 6.9.2 SLM - Coordinate Service Improvements
It delivers:
• Workflow to Activity : 6.9.4 SLM - Modify Service Improvement Program
• Workflow to Activity : 6.9.5 SLM - Inform Customer About Service Improvements
• Workflow to Activity : 6.9.5 SLM - Inform Customer About Service Improvements
It includes three activities:
• 6.9.3.2 SLM - Analyze Monitoring Data
• 6.9.3.4 SLM - Analyze Missed Targets
• 6.9.3.1 SLM - Monitor Service Improvements

6.9.4 SLM - Modify Service Improvement Program

The Service Owner and others (as needed) modify the Service Improvement Program to try to meet the
proposed targets.
It is the responsibility of:
• Role: Service Owner
It is initiated by event:
• Results Not Acceptable from Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
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It accepts:
• Workflow from Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
It delivers:
• Workflow to Activity : 6.9.1 SLM - Review SIP with Participants

6.9.5 SLM - Inform Customer About Service Improvements

The customer is told about the service improvement program that has been developed to address the service
they are receving from IT (if beneficial).
It is the responsibility of:
• Role: Customer Relationship Manager
It is initiated by events:
• Goals Met from Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
• Results Acceptable from Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
It accepts:
• Workflow from Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
• Workflow from Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
It delivers:
• Customer Informed to Activity : 6.9.6 SLM - Publish Service Improvement Program Results

6.9.6 SLM - Publish Service Improvement Program Results

The Service Owner publishes the results of the Service Improvement Program.
It is the responsibility of:
• Role: Service Level Manager
It accepts:
• Customer Informed from Activity : 6.9.5 SLM - Inform Customer About Service Improvements
It delivers:
• Published SIP Results to Sink: End Process

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6.9.2 SLM - Coordinate Service Improvements

5
Change Management

Change Management Roles

"STATUS: RFC Drafted by
SLM"/SIP RFCs

Reviewed Improvement
6.9.1 6.9.2.1 Yes "RFCs Required"
Program 6.9.2.2
SLM - Review SIP with SLM - RFCs Required? SLM - Submit RFCs to
Participants
Implement Service Improvements

RFC Documentation
No
"RFCs Not Req uired"

6.9.2.3
6.9.2.5 SLM - Monitor RFC Progress
SLM - Implement Non-CI Service
Improvements
"All Improvements Not

Monitoring Data
"RFCs Not Completed"
Implemented"

Implemented Service Improvements

6.9.2.4
6.9.2.6 No SLM - RFCs Completed?
SLM - All Improvements
No Implemented?

Yes
"All CI-related RFCs Completed"
Yes

6.9.3
"All Non-CI Improvements Implemented"
SLM - Monitor and Analyze
Service Improvements

Service Owner

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6.9.2 SLM - Coordinate Service Improvements (Interpretations)

The Service Owner works with Change Management to coordinate the risk/impact analysis, approval and
implementation of recommended service improvements (via RFCs).
It is the responsibility of:
• Role: Service Owner
It includes three activities:
• 6.9.2.2 SLM - Submit RFCs to Implement Service Improvements
• 6.9.2.3 SLM - Monitor RFC Progress
• 6.9.2.5 SLM - Implement Non-CI Service Improvements
Controls:
• ME 1.04 - Performance Assessment

6.9.2.1 SLM - RFCs Required?

If changes are needed to the service CIs, RFCs are submitted to make the changes.

If no changes are needed to the service CIs, other recommended service improvements are completed.
It is the responsibility of:
• Role: Service Owner
It initiates events:
• RFCs Not Required for Activity : 6.9.2.5 SLM - Implement Non-CI Service Improvements
• RFCs Required for Activity : 6.9.2.2 SLM - Submit RFCs to Implement Service Improvements

6.9.2.2 SLM - Submit RFCs to Implement Service Improvements

The Service Owner typically has the detailed information about their service CIs, which makes him/her a
logical candidate for the submittal of RFCs.
It is the responsibility of:
• Role: Service Owner
It is initiated by event:
• RFCs Required from Decision Point: 6.9.2.1 SLM - RFCs Required?
It initiates event:
• STATUS: RFC Drafted by SLM for Activity : 5 Change Management
It accepts:
• Reviewed Improvement Program from Activity : 6.9.1 SLM - Review SIP with Participants based upon a
Yes condition for Decision Point: 6.9.2.1 SLM - RFCs Required?
It delivers:
• RFC Documentation to Activity : 6.9.2.3 SLM - Monitor RFC Progress
• SIP RFCs to Activity : 5 Change Management

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6.9.2.3 SLM - Monitor RFC Progress

The Service Owner monitors the progress of the RFC implementation efforts.
It is the responsibility of:
• Role: Service Owner
It is initiated by event:
• RFCs Not Completed from Decision Point: 6.9.2.4 SLM - RFCs Completed?
It accepts:
• Monitoring Data from Activity : 6.9.2.3 SLM - Monitor RFC Progress based upon a No condition for
Decision Point: 6.9.2.4 SLM - RFCs Completed?
• RFC Documentation from Activity : 6.9.2.2 SLM - Submit RFCs to Implement Service Improvements
It delivers:
• Monitoring Data to Activity : 6.9.2.3 SLM - Monitor RFC Progress based upon a No condition for
Decision Point: 6.9.2.4 SLM - RFCs Completed?
• Monitoring Data to Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements based upon a Yes
condition for Decision Point: 6.9.2.4 SLM - RFCs Completed?

6.9.2.4 SLM - RFCs Completed?

If the RFCs have not been completed, the Service Owner continues monitoring them to watch their progress.

If the RFCs have been completed, the service improvements can be monitored.
It is the responsibility of:
• Role: Service Owner
It initiates events:
• All CI-related RFCs Completed for Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
• RFCs Not Completed for Activity : 6.9.2.3 SLM - Monitor RFC Progress

6.9.2.5 SLM - Implement Non-CI Service Improvements

The Service Owner (and other responsbile parties) begin implementing the non-CI related service
improvements identified by the service improvement program.
It is the responsibility of:
• Role: Service Owner
It is initiated by events:
• All Improvements Not Implemented from Decision Point: 6.9.2.6 SLM - All Improvements Implemented?
• RFCs Not Required from Decision Point: 6.9.2.1 SLM - RFCs Required?
It accepts:
• Reviewed Improvement Program from Activity : 6.9.1 SLM - Review SIP with Participants based upon a
No condition for Decision Point: 6.9.2.1 SLM - RFCs Required?
• Implemented Service Improvements from Activity : 6.9.2.5 SLM - Implement Non-CI Service
Improvements based upon a No condition for Decision Point: 6.9.2.6 SLM - All Improvements
Implemented?

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It delivers:
• Implemented Service Improvements to Activity : 6.9.2.5 SLM - Implement Non-CI Service Improvements
based upon a No condition for Decision Point: 6.9.2.6 SLM - All Improvements Implemented?
• Implemented Service Improvements to Activity : 6.9.3 SLM - Monitor and Analyze Service Improvements
based upon a Yes condition for Decision Point: 6.9.2.6 SLM - All Improvements Implemented?

6.9.2.6 SLM - All Improvements Implemented?

If all of the service improvements have not bene implemented, work continues until they are implemented.

If all the service improvements have been implemented, they can be monitored to observe the results.
It is the responsibility of:
• Role: Service Owner
It initiates events:
• All Non-CI Improvements Implemented for Activity : 6.9.3 SLM - Monitor and Analyze Service
Improvements
• All Improvements Not Implemented for Activity : 6.9.2.5 SLM - Implement Non-CI Service Improvements

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6.9.3 SLM - Monitor and Analyze Service Improvements

"All Non-CI Improvements

Implemented"
6.9.2 6.9.3.1
SLM - Coordinate Serv ice SLM - Monitor Serv ice
"All CI-related RFCs
Improv em ents Completed"
Improv em ents

Monitoring Data

6.9.4
6.9.3.2 SLM - Modif y Serv ice
SLM - Analy ze Monitoring Improv em ent Program
Data

"Results Not Acceptable"

Analysis Results

No

6.9.3.3 6.9.3.4 6.9.3.5

No "Goals Not Met" Analysis Results
SLM - All Target SLM - Analy ze Missed SLM - Results
Improv em ent Goals Met? Targets Acceptable?

Yes Yes

Serv ice Owner "Goals Met"

6.9.5
SLM - Inf orm Customer "Results Acceptable"
About Serv ice
Improv em ents
Customer Relationship
Manager

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6.9.3 SLM - Monitor and Analyze Service Improvements

(Interpretations)
This subprocess includes all tasks required to monitor and analyze the implemented service improvements.
It is the responsibility of:
• Role: Service Owner
It includes three activities:
• 6.9.3.1 SLM - Monitor Service Improvements
• 6.9.3.2 SLM - Analyze Monitoring Data
• 6.9.3.4 SLM - Analyze Missed Targets

6.9.3.1 SLM - Monitor Service Improvements

The Service Owner collects all reports pertaining to the monitoring of the implemented service
improvements.
It is the responsibility of:
• Role: Service Owner
It is initiated by events:
• All Non-CI Improvements Implemented from Activity : 6.9.2 SLM - Coordinate Service Improvements
• All CI-related RFCs Completed from Activity : 6.9.2 SLM - Coordinate Service Improvements
It accepts:
• Workflow from Activity : 6.9.2 SLM - Coordinate Service Improvements
• Workflow from Activity : 6.9.2 SLM - Coordinate Service Improvements
It delivers:
• Monitoring Data to Activity : 6.9.3.2 SLM - Analyze Monitoring Data

6.9.3.2 SLM - Analyze Monitoring Data

The monitoring results are analyzed to ensure improvements are being realized.
It is the responsibility of:
• Role: Service Owner
It accepts:
• Monitoring Data from Activity : 6.9.3.1 SLM - Monitor Service Improvements
It delivers:
• Analysis Results to Activity : 6.9.3.4 SLM - Analyze Missed Targets based upon a No condition for
Decision Point: 6.9.3.3 SLM - All Target Improvement Goals Met?
• Analysis Results to Activity : 6.9.5 SLM - Inform Customer About Service Improvements based upon a
Yes condition for Decision Point: 6.9.3.3 SLM - All Target Improvement Goals Met?

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6.9.3.3 SLM - All Target Improvement Goals Met?

If all the service improvement targets have not been met, further analysis is performed on the missed targets.

If all the service improvement targets have been met, the customer can be informed of the results.
It is the responsibility of:
• Role: Service Owner
It initiates events:
• Goals Met for Activity : 6.9.5 SLM - Inform Customer About Service Improvements
• Goals Not Met for Activity : 6.9.3.4 SLM - Analyze Missed Targets

6.9.3.4 SLM - Analyze Missed Targets

The Service Owner and interested parties analyze the results of the missed targets to determine what, if
anyhting, can be done about them.
It is the responsibility of:
• Role: Service Owner
It is initiated by event:
• Goals Not Met from Decision Point: 6.9.3.3 SLM - All Target Improvement Goals Met?
It accepts:
• Analysis Results from Activity : 6.9.3.2 SLM - Analyze Monitoring Data based upon a No condition for
Decision Point: 6.9.3.3 SLM - All Target Improvement Goals Met?
It delivers:
• Analysis Results to Activity : 6.9.5 SLM - Inform Customer About Service Improvements based upon a
Yes condition for Decision Point: 6.9.3.5 SLM - Results Acceptable?
• Analysis Results to Activity : 6.9.4 SLM - Modify Service Improvement Program based upon a No
condition for Decision Point: 6.9.3.5 SLM - Results Acceptable?
Controls:
• ME 1.04 - Performance Assessment

6.9.3.5 SLM - Results Acceptable?

If it is determined that the missed targets are still acceptable, the customer can be informed of the results.

If it is determined that the missed targets are not acceptable, work begins to modify the service
improvements.
It is the responsibility of:
• Role: Service Owner
It initiates events:
• Results Not Acceptable for Activity : 6.9.4 SLM - Modify Service Improvement Program
• Results Acceptable for Activity : 6.9.5 SLM - Inform Customer About Service Improvements

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Service Level Management Process Roles

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Service Level Management Roles

Service Level
Management Roles

Customer Service Service Supplier Customer Service Service

Service Level
Level Owner Manager Relationship Providers Planning
Management
Manager Manager Roles
Process
Owner

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Service Level Management Roles (Interpretations)

Customer Relationship Manager

The Customer Relationship Manager is responsible for all the activities within this process. Some of these
are delegated to other roles within Customer Management depending on the size and complexity of the
organization.
The Customer Management Manager is specifically responsible for:

Responsibilities

Manage the business relationship with line of business (LOB) customer executives. For example:
Create a plan to establish (in the case of a new customer) or improve the business relationship with a
customer
Revise the plan with target customer executives and senior IT management staff
Determine how formal or informal the relationship should be, assess and document the relationship over
time, etc.)
Provide a focal point for high-level communications between LOB customers and the IT Services
organization
Advise LOB customers on IT Services organization strategies and benefits
Deliver proposals and Service Level Agreements to customer executives
Receive purchase orders for IT services
Execute process improvement plans
Is responsible for activities:
• 6.4 SLM - Draft SLA & Negotiate Terms
• 6.4.2 SLM - Present SLA Draft to Customer
• 6.4.3 SLM - Negotiate SLA Terms
• 6.7 SLM - Perform Service Review
• 6.7.2 SLM - Prepare for Service Review
• 6.7.3 SLM - Conduct Service Review
• 6.7.5 SLM - Write Service Review Report
• 6.7.6 SLM - Deliver Service Review Report to Customer
• 6.9.5 SLM - Inform Customer About Service Improvements
• 16.1 CUSM - Perform Pre-Sales
• 16.1.1 CUSM - Develop Marketing Communication
• 16.1.2 CUSM - Maintain Proposal Boilerplate
• 16.1.3 CUSM - Identify Service Opportunities
• 16.2 CUSM - Perform Sales
• 16.2.1 CUSM - Match Requirements to Standard Services
• 16.2.2 CUSM - Validate Requirements
• 16.2.3 CUSM - Ensure Legal Requirements
• 16.2.4 CUSM - Ensure Compliance With Commercial Formalities
• 16.2.5 CUSM - Respond to RFP
• 16.2.6 CUSM - Perform New Customer Introduction
• 16.2.7 CUSM - Realize Sales Value
• 16.3 CUSM - Perform Relationship Management

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• 16.3.1 CUSM - Survey Customers

• 16.3.2 CUSM - Manage Customer Relationship
• 16.3.3 CUSM - Conduct Executive Briefing

Service Level Management Roles

Each process has roles and responsibilities associated to design, develop, execute and manage the
process. In an organization, one person can take on multiple roles as per the requirements specific to the
organization. This person may choose to delegate these responsibilities to other roles. The process
accountability remains with the process owner.

This organization model represents the related roles, responsibilities, and qualifications required to perform
the Service Level Management process.
Is responsible for activity :
• 6 Service Level Management

Customer
The term "customer" typically applies to any individual that consumes IT services and who is responsible for
the cost of the service either directly through charging or indirectly in terms of demonstrable business need.
It is the customer who defines service requirements.

Service Level Management Process Owner

The SLM Process Owner owns the process and the supporting documentation for the process. The person
fulfilling this role oversees the process, ensuring that the process is followed by the organization. When the
process isn't being followed or isn't working well, the SLM Process Owner is responsible for identifying why
and ensuring that appropriate actions are taken to correct the situation.

In addition, the Service level Management Process Owner is responsible for the approval of all proposed
changes to the process, and development of process improvement plans.

With regard to process design and / or re-engineering efforts, the Process Owner is perhaps the most
important person involved in the project, for it is the Process Owner who provides both leadership and
accountability for their individual process and all of its various sub-processes.

The Process Owner is responsible for all of the process improvement efforts affecting their process and its
sub-processes - activities that may take anywhere from 25-75% of their time. They should also be capable
of spending a lot of time working on process improvement efforts, and be able to maintain very good
relations with top managers in various business units and stakeholders with vested interests in the success of
the process.

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Service Level Manager

In the situation where the activities have been split between a Service Level Manager and SLM Process
Owner, the Service Level Manager takes on more direct, hands-on accountability for the day-to-day running
of the process within the organization. Core process deliverables are the direct responsibility of the Service
Level Manager.
Is responsible for activities:
• 6.1 SLM - Identify the Needs of the Customer
• 6.1.1 SLM - Identify SLRs & SLOs
• 6.1.2 SLM - Validate SLRs & SLOs
• 6.1.3 SLM - Review Service Portfolio
• 6.1.5 SLM - Document Unfulfilled SLRs
• 6.1.6 SLM - Submit SRs to Service Planning
• 6.1.7 SLM - Map Current Services & SLOs to Requirements
• 6.1.9 SLM - Identify Metrics, Reporting & Review Requirements
• 6.2 SLM - Review, Negotiate & Sign OLAs
• 6.2.1 SLM - Review Supporting OLA Requirements
• 6.2.4 SLM - Negotiate New OLAs with Internal Service Providers
• 6.2.7 SLM - Sign OLAs with Internal Service Providers
• 6.3.8 SLM - Document Required OLA Modifications
• 6.4.1 SLM - Generate SLA from Template
• 6.5 SLM - Sign & Activate the SLA
• 6.5.1 SLM - Finalize SLA
• 6.5.2 SLM - Sign the SLA
• 6.5.3 SLM - Activate the Service
• 6.6 SLM - Report SLA Compliance
• 6.6.4 SLM - Review Reports and Feedback
• 6.6.5 SLM - Address SLA Exceptions & Issues
• 6.6.5.2 SLM - Identify Service Improvements
• 6.6.5.3 SLM - Document Service Level Exceptions
• 6.6.5.5 SLM - Document Customer-Specific Issues
• 6.6.5.6 SLM - Identify Corrective Actions
• 6.6.7 SLM - Document Recommendations
• 6.7.1 SLM - Generate SLA Summary Report
• 6.7.4 SLM - Analyze Service Review Feedback
• 6.8.4 SLM - Assess Current State of Service
• 6.8.6 SLM - Document Service Improvement Program
• 6.9.6 SLM - Publish Service Improvement Program Results

Service Owner
In larger, more complex environments, the Service Owner role may be adopted. The Service Owner is
responsible for the service lifecycle. This is the go-to role for all issues regarding service enhancements,
service support issues, obsolescence decisions.

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Is responsible for activities:

• 6.8 SLM - Develop Service Improvement Program
• 6.8.1 SLM - Review Service Improvement Recommendations
• 6.8.3 SLM - Submit Service Improvement RFCs
• 6.8.5 SLM - Perform Service Improvement Planning
• 6.8.5.1 SLM - Identify Desired Future State of Service
• 6.8.5.2 SLM - Identify Service Improvement Scope
• 6.8.5.3 SLM - Set Service Improvement Priorities
• 6.8.5.4 SLM - Set Service Improvement Target Metrics
• 6.9 SLM - Execute Service Improvement Program
• 6.9.1 SLM - Review SIP with Participants
• 6.9.2 SLM - Coordinate Service Improvements
• 6.9.2.2 SLM - Submit RFCs to Implement Service Improvements
• 6.9.2.3 SLM - Monitor RFC Progress
• 6.9.2.5 SLM - Implement Non-CI Service Improvements
• 6.9.3 SLM - Monitor and Analyze Service Improvements
• 6.9.3.1 SLM - Monitor Service Improvements
• 6.9.3.2 SLM - Analyze Monitoring Data
• 6.9.3.4 SLM - Analyze Missed Targets
• 6.9.4 SLM - Modify Service Improvement Program

Service Providers
The Service Providers organization role is a placeholder representative of one or more internal IT entities
responsible for delivering IT services e.g., Operations, Networks, Support, etc.
Is responsible for activities:
• 6.2.2 SLM - Review Current OLA Capabilities
• 6.2.2.1 SLM - Translate SLOs into OLOs
• 6.2.2.2 SLM - Identify Monitoring Requirements
• 6.2.3 SLM - Draft or Modify OLAs
• 6.2.6 SLM - Update OLAs with Negotiated Terms
• 6.6.1 SLM - Perform Service Level Reporting
• 6.6.1.1 SLM - Generate Service Level Compliance Reports
• 6.6.1.2 SLM - Distribute Service Level Reports for Analysis
• 6.6.2 SLM - Analyze Service Level Reports for SLA Compliance
• 6.6.3 SLM - Provide Service Report Feedback

Supplier Manager
The Supplier Manager develops and manages contracts and relationships with suppliers and vendors who
indirectly contribute to meeting availability needs. This role may report to the Service level Manager.
Is responsible for activities:
• 6.3 SLM - Review, Negotiate & Sign UCs
• 6.3.1 SLM - Review Supporting UC Requirements
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• 6.3.3 SLM - Draft New Underpinning Contracts

• 6.3.4 SLM - Negotiate New UCs with External Service Providers
• 6.3.6 SLM - Sign UCs with External Service Providers

Service Planning Roles

Each process has roles and responsibilities associated to design, develop, execute and manage. A role
within a process can be defined as a set of responsibilities. In an organization, one person can take on
multiple roles as per the requirements specific to the organization. This person may choose to delegate
these responsibilities to those lower in the hierarchy. The process accountability remains with the process
owner.

This organization model represents the related roles, responsibilities, and qualifications required to perform
the Service Planning process.

In large organizations, it is recommended that the identified activities assigned to the Service Planning
Manager be split between the roles of Service Planning Manager and Service Planning Process Owner.
Is responsible for activity :
• 14 Service Planning

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