1 Introduction

1.1 Purpose

This process document defines how the process of service level management will be implemented within [Organization Name].

Service level management is key to the delivery of an effective service and one that is recognised as such by users and customers. Significant effort must be dedicated to ensuring that the levels of service provided are those required by the business and that early warning is available if these are starting to decline, allowing proactive action to be taken as part of a managed improvement programme.

The approach to service level management at [Organization Name] must also take account of the fact that IT services provided to the user are sourced from a variety of different organizations.

This means that an effective structure of Service Level Agreements (SLAs), Underpinning Contracts (UPCs) and Operational Level Agreements (OLAs) must be in place and their service levels co-ordinated with each other.

This document defines how the process of service level management is implemented within [Organization Name]. It should be read in conjunction with the following related documents:

Service Level Management Policy Service Catalogue Management Process Service Catalogue

1.2 Objectives

The objectives of the service level management process are to:

Define the way in which service levels will be managed and reported on so that consistency is achieved within the IT organization and a sound basis for decisionmaking is provided Ensure that the management of service levels takes due account of business priorities and helps to maximise business productivity Foster an effective and efficient approach to the management of services that presents a positive image to the business and maintains user satisfaction Ensure that information about service levels is communicated to the relevant parties in a timely and accurate manner at all times

1.3 Scope

The scope of this process is defined according to the following parameters:

Organizational o [List organizations and parts of those organizations covered] Geographical o [List locations from which service levels will be reported and managed] Services o [Define the services covered by the process] Technical o [If necessary, cover the technology managed via this process]

This process covers all services defined in the service catalogue.

The following areas are specifically excluded from this process:

[Describe any areas that need to be clearly stated as outside the scope]

1.4 Service level management structure

The overall structure of SLAs, OLAs and UPCs (Under-Pinning Contracts) within [Organization Name] is depicted in Figure 1.

Figure 1: Structure of SLAs, OLAs and UPCs

[This diagram may need to be amended if you have more than one SLA with different customers.]