TPM: Service Level Management

	service level management A process for clarifying mutual expectations between a provider and a customer.
	service level agreement A formal agreement between the customer and the service provider, which specifies service levels and the terms under which a service or a package of services is provided to the customer. Detail of deviations from the standard service, options and levels described in the Service Catalog.
	why? To allow the service provider to provide services to the customer in a professional manner, making agreements after consultation to cover the expectations of both sides. By identifying this process you can continuously improve the process. You first must define the process, then manage and stabilize. Once you have identified your service you can measure how well you perform through Performance Measures. This will allow you to improve your process as your process matures.
	templates (only available in word format) Operational Level Agreement(OLA) - A formal agreement between internal departments specifying service levels and the terms under which a service or a package of service is provided. OLAs may be as simple as agreeing to a description of the service provided along with a prioritization scheme and a notification and escalation process. Service Catalog - Contains default options, targets and levels of service. A customer will look at the Service Catalog and decide on which service(s) is needed. They will then call and request service. A Service Level Agreement may then be constructed, negotiated and then agreed upon. Ongoing monitoring through reports will be done to assure the agreement is met. Reports may be generated monthly or quarterly depending on the service with Annual or Semi-Annual reviews or the agreement to assure compliance and customer satisfaction. Service Level Agreement(SLA) - A formal agreement between the customer and the service provider, which specifies service levels and the terms under which a service or a package of services is provied to the customer. Detail of deviations from the standard servcie, options and levels described in the Service Catalog. It is essential before negotiating any service with customers, that you have already established your OLAs and Underpinning Contracts(UCs) with your internal and external service providers. This provides timeframes to agree to with customers. Standard Operating Procedure Manual (SOP) - A collection of established procedures to be followed in carrying out a given operation or in a given situation.
	publications Gartner - Service Level Management: The Black Belt Course
	links Support in ITIL (IT Infrastructure Library) education and consulting ITIL is a set of books developed by the United Kingdom's Office Of Government Commerce (OGC). The books describe an integrated, process based, best practice framework for managing IT services. To date, these books are the only comprehensive, non-proprietary guidance for IT service management.