BMC Software Consulting Services

Fermilab Computing Division

Service Level Management Process & Procedures
Document

Client: Fermilab
Date : 07/07/2009
Version : 1.0
 FNAL_ITSM_Policy_Process_Procedures_Approved_V1_0

1. GENERAL
This Process and Procedure document is the basis underlying the implementation of
Description Service Level Management as a part of the overall ISO 20000 Deployment Project for
Fermi National Accelerator Laboratory
The purpose of this document is to establish a service level management (SLM) process
for the FNAL Computing Division (CD). The goals of SLM as defined by ITIL are to
maintain and improve IT service quality through a constant cycle of agreeing, monitoring,
Purpose
and reporting upon IT service achievements and instigation of actions to eradicate
inadequate service in line with business or cost justification. Through these methods, a
better relationship between IT and its Customers can be developed.

Applicable to This document applies to all CD personnel involved in the delivery of services.

Supersedes No Previous Versions

Document Owner CD Service Level Manager Owner Org FNAL Computing Division

Effective Dates MM/DD/YYYY Revision Date MM/DD/YYYY

VERSION HISTORY
Version Date Author(s) Change Summary
1.0 07/07/2009 David Cole - Plexent Initial Approved Version
1.1 7/21/2010 Rob Kennedy Add Document Schedule to this page.

DOCUMENT SCHEDULE
Version Effective Date Expiry Date Approved By
1.0 07/07/2009 07/06/2010 Vicky White
1.1 07/07/2010 07/06/2011 Renewal without objection (Svc Mgmt Ops)

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TABLE OF CONTENTS
1. General ......................................................................................................................... 1
Version History ...................................................................................................................... 1
2. Introduction ................................................................................................................... 3
General Introduction ........................................................................................................ 3
Document Organization ................................................................................................... 3
SLM Roadmap ................................................................................................................ 4
3. Process Context Diagram ............................................................................................. 5
Interfacing Process Flow ................................................................................................. 5
4. Service Level Management Policies ............................................................................. 6
5. Service Level Management Process Flow .................................................................... 6
Process Roles and Responsibilities ................................................................................. 8
Process Measurements ................................................................................................... 9
Process Integration Points............................................................................................... 9
6. Define Capabilities Procedure Flow ............................................................................ 12
Define Capabilities Procedure Business Rules .............................................................. 13
Define Capabilities Procedure Narrative ........................................................................ 13
7. Identify Service Level Requirements Procedure Flow ................................................. 13
Identify Service Level Requirements Procedure Business Rules ................................... 15
Identify Service Level Requirements Procedure Narrative ............................................. 15
8. Define Agreements Procedure Flow ........................................................................... 16
Define Agreements Procedure Business Rules ............................................................. 17
Define Agreements Procedure Narrative ....................................................................... 17
9. Monitor and Report Procedure Flow: .......................................................................... 19
Monitor and Report Procedure Business Rules ............................................................. 20
Monitor and Report Procedure Narrative ....................................................................... 20
10. Ensure Quality of Service Procedure Flow .............................................................. 21
Ensure Quality of Service Procedure Business Rules.................................................... 22
Ensure Quality of Service Procedure Narrative.............................................................. 22
11. Relationship to Other Documents ................................................................ 23
Appendix 1 – Raci Matrix .................................................................................................... 24
Appendix 2: Tools ............................................................................................................... 26
Appendix 3: Repositories .................................................................................................... 27
Appendix 4 – Escalation Path.............................................................................................. 28
Appendix 5: Communication Plan ....................................................................................... 30
Appendix 6 – Forms, Templates.......................................................................................... 34

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2. INTRODUCTION
GENERAL INTRODUCTION
Service Level Management (SLM) is the discipline by which the delivery of services is constantly improved
through negotiating agreements between the service providers and customers or service consumers, and then
monitoring and measuring service delivery to ensure the agreed-upon service levels are reached.

SLM has benefits for:

• The Customer, who has an accurate awareness of precisely what, and what not, to expect from services,
and
• The Service Providers who know what their responsibilities are in terms of delivering each service to the
Customer.
In both cases, more precise expectations management leads to more satisfied groups.

In the overall ITSM framework, SLM plays a critical role. Once the system is deployed, the success or failure of
all other areas is measured against its success in helping to deliver the agreed-upon service levels in an
effective, efficient and economical manner.

DOCUMENT ORGANIZATION
This document is organized as follows:

Introduction

Process Context Diagram

Interfacing Process Flow

Service Level Management Policies

Service Level Management Process Flow
• Process Roles and Responsibilities
• Process Measurements
• Service Level Management Process Integration Points

Define Capabilities Procedure Flow
• Define Capabilities Procedure Business Rules
• Define Capabilities Procedure Narrative

Identify Service Level Requirements Procedure Flow
• Identify Service Level Requirements Procedure Business Rules
• Identify Service Level Requirements Procedure Narrative

Define Agreements Procedure Flow
• Define Agreements Procedure Business Rules
• Define Agreements Procedure Narrative

Monitor and Report Procedure Flow
• Monitor and Report Procedure Business Rules
• Monitor and Report Procedure Narrative

Ensure Quality of Service Procedure Flow
• Ensure Quality of Service Procedure Business Rules
• Ensure Quality of Service Procedure Narrative

Relationship to Other Documents

Appendix 1 – Raci Matrix

Appendix 2: Tools

Appendix 4: Repositories

Appendix 5: Communication Plan

Appendix 6 – Forms, Templates

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SLM ROADMAP
Although there are various methods by which Service Level Management can be deployed in an organization,
the method which was chosen here took into account the amount of resourcing required, and the efficiency and
accuracy of the activities which would be executed. The primary steps by which the entire will be framework will
be executed is as follows:

Phase 2:

Select an representative subset of the service being offered by the Computing Division:
• E-Mail
• Service Desk
• Desktop Support

Do a Deep dive into the dependencies which exist for each service

Define, negotiate, and agree upon SLA’s and OLA’s for each service

Record the details of each Service Target and Agreement in the BMC SLM Module

Determine the appropriate measurements for each service

Define the appropriate Reports for each service

Phase 3 to n:

Deploy the same steps executed for phase 2 to cascade SLM to all services provided by the Computing
Division.

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3. PROCESS CONTEXT DIAGRAM

INTERFACING PROCESS FLOW

Service Support: Blue

Service Delivery: Red

© 2009 Plexent

NOTE: This graphic illustrates the basic interactions between Availability Management and the ITIL processes at
a high level and does not represent detailed dependencies. This document will describe the direct dependencies
as prescribed for the ITP.

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4. SERVICE LEVEL MANAGEMENT POLICIES

SLM Policies

The policies for Service Level Management are as follows:

• Formal processes, procedures, and guidelines must be documented, consistently followed, and enforced
for the Service Level Management process.
• A Service Catalog shall be developed and maintained to list all of the services being provided by the
Computing Division, a summary of their characteristics and details of the Customers and maintainers of
each.
• SLAs shall be established for services being provided by the Computing Division.
• Underpinning Contracts and Operational Level Agreements (OLAs) must also be in place with those
suppliers (external and internal) upon whom the delivery of service is dependent.
• Service Level Requirements must be developed for all Services implemented.
• The Services shall be monitored with Management Reports created monthly and reported to the full range
of business and CD stakeholders.
• Service Improvement Procedures must be invoked when appropriate.

The Service Level Management Policies have incorporated the appropriate sections of the Service
Catalog Policies.

5. SERVICE LEVEL MANAGEMENT PROCESS FLOW

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PROCESS ROLES AND RESPONSIBILITIES

Roles Responsibilities

• Submits requests for new service offerings

• Manages relationship between Customer and IT
• Acquires all customer requirements for services
• Prepares and presents Service Commitment to Customer
• Facilitates initiation of services according to terms laid out in the service commitment
• Conducts pre-reviews of customer reports against SLAs
• Initiates investigation when SLAs are not compliant
• Collects subjective customer satisfaction feedback to determine if SLAs accurately
measure service
Service Level Manager
• Authorizes additions, revisions or retirement of services in the service catalog
• Analyzes process performance data
• Reviews service commitments
• Communicates additions, revisions or retirement of services and service offerings
• Authorizes service level agreements (SLAs)
• Authorizes all OLAs with service providers
• Monitors all OLAs with service providers
• Acts as the escalation contact for OLA issues
• Reviews all OLAs to ensure Service Level Objectives can be met
• Negotiate Underpinning Contracts (UCs)
Contract Managers
• Signatory parties to UCs
External Vendors • Signatory parties to UCs

• Consulted in the negotiation of UCs

Infrastructure Leads • Consulted in the negotiation of OLAs
• Signatory parties to OLAs
• Gather process performance data
Process Owners
• Consulted in the invocation of Service Improvement Procedure

• Ultimately responsible for the overall quality of the service,

• Maintain the processes by which the service is deployed and maintained,
• Monitor the service and coordinate efforts to improve it,
Service Owners • Monitor incidents related to the service,
• Act as the central point of contact for customers and users of the service,
• Define, negotiate and manage OLA’s, and UC’s associated with the service.
• Oversees the activities of the Infrastructure Teams.

• Submit Business Requirements

• Negotiate SLAs
Customers
• Signatory parties to SLAs
• Maintain customer responsibilities as agreed upon in the SLAs

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PROCESS MEASUREMENTS
Key Frequency Upper/Lower Control Objectives Data
Performance Limits Captures
Indicators
>10% SLAs Reviewed
Critical SLA’s are A decrease in corrective actions
At least 10% of SLA
being monitored Monthly after Critical SLAs are reviewed is
4.3
and reports are indicative of increased customer
Reviews trigger Service
produced service satisfaction.
Improvement Procedure
A reduction in Service
Documentary Improvement Procedure
Monthly
evidence of activations provides evidence that
>10% SLAs Reviewed 4.3
issues raised at monthly reviews have validated
review meetings the attainment of meeting critical
SLAs.
% of defined Monthly An increase up to the total defined
services with services indicates increased
active SLA’s as service management maturity.
4.3
compared with
total offered
services.
% of defined Monthly An increase up to the total defined
services with services indicates increased 4.3
active OLA’s service management maturity.
SLA review Monthly The average number of Demonstrates process maturity
punctuality days from the end date and effectiveness
of an SLA evaluation
4.3
term until the date on
which the SLA review
was performed.

PROCESS INTEGRATION POINTS

Process Process Information
Service Level to Incident • Manages and provides Service catalog to understand the
Management Management services that are being supported.
• Prescribes agreed service level response times and resolution
for incidents based on incident severity level.
Incident to Service Level • Provides Incident management reports regarding incident
Management Management response times and resolution times.
(SLM) • Documents any identified SLA breaches occurring as a result of
an incident.

Service Level to Problem • Establishes target times for addressing Problem(s).

Management Management • Provides definition of the impact for the different severity levels.
• Assists in developing the service definitions and Services
Catalog that Problem Management must understand and use to
support IT Services.
• Provides mechanism and rules for requesting services that the
Problem Management makes use of when supporting end
users.

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PROCESS INTEGRATION POINTS

Process Process Information
• Provides SLA parameters so Problem Management can
understand the required resolution times necessary to meet
current SLA targets.
• Provides expectations for feedback needed to be provided to
end users.
Problem to Service Level • Provides details on current escalation procedures that are in
Management Management place to support current service level targets.
(SLM) • Provides details around escalation SLA breaches that might
occur.
• Provides details around Major Problems.
• Performs Major Problem reviews to understand what went well
and what could have gone better.

Service Level to Change • Service catalog and current service levels.

Management Management
Change to Service Level • Schedule of changes so SLM will understand the potential
Management Management impact of changes to current service levels.
(SLM)

Service Level to Capacity • SLRs so that Capacity Management can effectively provide an
Management Management effective solution to meet service levels and service demands.
Capacity to Service Level • Capacity plan, solutions and technology to assist in meeting
Management Management current service level requirements (SLRs).
(SLM)

Service Level to Availability • Service Level Requirements, SLA’s, Operating Level

Management Management Agreements (OLA’s), Underpinning Contracts (UC’s)
• Service Catalogue
Availability to Service Level • Reports based on planned .vs. actual availability. Work with
Management Management SLM to provide proper Service Level Agreement (SLA) targets.
(SLM)

Service Level to IT Service • Service catalog

Management Continuity • Service level requirements and SLAs for critical services to
Management ensure that these services are available during the event of a
(ITSCM) disaster.
ITSCM to Service Level • Service continuity plan
Management • Vital business functions and recovery procedures to ensure that
the required services are up and running during the event of a
disaster.

Service Level to Configuration • Service catalog and supporting service level agreements.
Management Management
Configuration to Service Level • CMDB providing details of all CIs and relationships that support
Management Management the identified services agreed upon through Service Level
(SLM) Management.

Service Level to Financial • Manages and provides Service catalog and service offering
Management Management details
Financial to Service Level • Provides costing models to determine cost of providing services

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PROCESS INTEGRATION POINTS

Process Process Information
Management Management detailed in the service catalog and pricing options available for
different service offerings.

Service Level to Release • Provides Service level requirements and service levels that
Management Management Release Management needs to be aware of in order to properly
schedule releases.
Release to Service Level • Provides Release schedule of upcoming releases so that
Management Management Service Level Management is aware of the new releases and
(SLM) how they could possibly impact current service levels.

Service Level to Security • Provides Services catalog and SLAs

Management Management
Security to Service Level • Provides Security requirements for delivering services in the
Management Management services catalog and security requirements need to be
documented in the SLAs.

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6. DEFINE CAPABILITIES PROCEDURE FLOW

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DEFINE CAPABILITIES PROCEDURE BUSINESS RULES

Triggers This is a periodic review and analysis.

• CD Tactical Plan
Inputs
• Service Catalog

Outputs Updated Service Catalog

General These activities will be executed on a periodic basis (typically annually) to assess the current IT
Comments capabilities for delivery of services of the organization.

DEFINE CAPABILITIES PROCEDURE NARRATIVE

Step Responsible Role Action

Assess Current Capabilities

• Consider these capabilities in the context or whether or not they support the
Computing Division’s Tactical Plan.
• Assess and document organizational capabilities. Items to consider while
Service Level
performing this assessment are:
1.1 Manager,
- Does the current environment support the business and functional
Infrastructure Leads
requirements?
- Is Service Delivery (hardware/software/people) capable of supporting
requirements?
- Go to Decision – Update Capabilities?

Update Capabilities?
- Will the capabilities be updated at this time?
Service Level
1.2 - If Yes, update the service capabilities, under the Change Management
Manager
Process.
- If No, go to 2.0 - Identify Service Level Requirements.

Update Service Catalog

Service Level • Update the Service Catalog to reflect new or improved services which can be
1.3
Manager offered.
• Go to 1.4 – Communicate Updated Capabilities.

Communicate Updated Capabilities

• Ensure that the appropriate people are aware of the updated capabilities of the
service.
Service Level
1.4 • Go to 2.0 - Identify Service Level Requirements.
Manager
Note: The Service Desk is one area to whom these changes must be
communicated; this will prevent confusion if incidents are reported against the
updated capabilities.

7. IDENTIFY SERVICE LEVEL REQUIREMENTS PROCEDURE FLOW

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IDENTIFY SERVICE LEVEL REQUIREMENTS PROCEDURE BUSINESS RULES

Triggers Request for new service

Inputs New Service Request

Outputs Documented Service Level Requirements

General
None
Comments

IDENTIFY SERVICE LEVEL REQUIREMENTS PROCEDURE NARRATIVE

Step # Responsible Role Action
Gather Business Requirements
• Collect and negotiate the requirements from the business with input from:
Service Level – Service Liaisons
2.1 – Service Owners
Manager
– Governing documents such as MOU’s
– Remedy Incident Records.
• Go to 2.2
Assess Against Capabilities
Service Level • Assess requirements against current capabilities to determine if current
2.2 Manager, capabilities meet the requirements.
Infrastructure Leads • Refer to OLA’s and UC’s for verification.
• Go to 2.3.
SLR Resolution?
Service Level • Determine how the SLR will be managed.
2.3 – If Define Capabilities, go back to Procedure1.0 - Define Capabilities.
Manager
– If Modify SLR, go to Step 2.4.
– If no action at this time, go to step 2.5.
Modify SLR
Service Level
2.4
Manager • After consulting with the customer modify the SLR as required.
• Go to 2.5.
Document Service Level Requirements (SLRs)
2.5
Service Level • Collect and document the SLRs and post them within the Service Level
Manager Management SharePoint site.
• Go to 2.6.
Create INTERIM SLA
Service Level • Inform the customer that an informal SLA will be created, and that this
2.6 Manager, Service statement of service is subject to negotiation with other CD infrastructure
Owner groups and with external vendors.
• Issue an interim SLA to be used until such time as a formal one is agreed-
upon by both the customer, and the service provider.

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8. DEFINE AGREEMENTS PROCEDURE FLOW

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DEFINE AGREEMENTS PROCEDURE BUSINESS RULES

• New Service, OR
Triggers
• current service having undergone a major upgrade
• Service Level Requirements
• Service Level Agreement (SLA)
Inputs
• Underpinning Contracts (UC)
• Operational Level Agreements (OLA)
• Updated Service Level Agreement (SLA)
Outputs
• Data Collection Document (DCD)
General In cases of major services, management may wish to negotiate directly, with the Service Level
Comments Manager acting as an advisor.

DEFINE AGREEMENTS PROCEDURE NARRATIVE

Step Responsible Role Action

Review Current Agreements

Service Level • Review agreements for:
3.1
Manager - Similarities to proposed service(s)
- Potential impact or concern for resource or data conflicts

Service Level Negotiate UC/OLAs

Manager, CD • For UC’s, negotiate with external vendors in support and delivery of the
3.2 Contract Managers, defined service
External Vendors, • For OLAs, negotiate with the internal organizations and groups in support and
Infrastructure Leads delivery of the service

Negotiate SLA
• Negotiate and obtain agreement between the Customer and the supplier of the
service for specific SLA(s). SLA’s will contain data specific to the service
written in business terms and will include:
Service Level
- Availability and Capacity targets
3.3 Manager, Customer
- Support Requirements
Representative
- IT Service Continuity Requirements

Note: 3.2 and 3.3 are negotiated in parallel and iteratively until all impacted
groups, including the customer, are in agreement.

Agreement Reached?
• Have both the Customer and the Service Owner agreed to the terms of the
Service Level
3.4 SLA?
Manager,
– If Yes, go to Step 3.5
– If no, go back to Steps 3.2 and 3.3

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DEFINE AGREEMENTS PROCEDURE NARRATIVE

Step Responsible Role Action

Sign SLA
Service Owner, • The Service Owner, Service Level Manager and the Customer Representative
Service Level with signature authority will review and agree on the SLA and complete by
3.5
Manager, Customer physically signing the SLA.
Representative • Signed SLAs will be posted on the ISO20K SharePoint site.
• Go to Step 3.6

Create DCD
• Based on the SLA, create a Data Collection Document (DCD) which will define
the agreed upon services, identify measurable targets and post on the ISO20K
Service Level
3.6 SharePoint Site.
Manager
• Go to Step 4.0

Note: The DCD will provide the foundation for the Service Reports

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9. MONITOR AND REPORT PROCEDURE FLOW:

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MONITOR AND REPORT PROCEDURE BUSINESS RULES

Triggers Agreed Upon Periodic Reporting

Inputs Process Data and Metrics

Outputs Management Information

Immediately when Services are implemented, monitoring must be instigated, and management information
based on service achievements must be produced. Operational reports must be produced frequently, and
where possible, reports should be produced whenever an SLA
has been broken (or threatened if appropriate thresholds have been set to give an
General ‘early warning’).
Comments Periodic reports must be produced and circulated to Customer and appropriate CD
managers a few days in advance of Service Level Agreement reviews, so that any
queries or disagreements can be resolved ahead of the review meeting. The periodic report should
incorporate details of performance against Service targets, together with details of any trends or
specific actions being undertaken to improve Service quality.

MONITOR AND REPORT PROCEDURE NARRATIVE

Step # Responsible Role Action
Required Metrics Defined?
Service Level
• Review if all required metrics have been defined.
4.1 Manager, Service
- If No, go to Step 4.2 Define Required Metrics.
Owner
- If Yes, go to Step 4.3 Gather and Process Data.
Define Required Metrics
Service Level • Define the required metrics and ensure that needed data to support those
4.2 Manager, metrics and metric data collection is being captured in order to go to the
Infrastructure leads next step.
• Go to Step 4.3.
Gather and Process Data
• Gather and process data that is required in order to perform analysis for the
4.3 Infrastructure Leads
quality of service. This data will be provided by all the other ITIL processes.
• Go to Step 4.4.
Analyze Data
Service Level
• Analyze the data and document the interpretation against the documented
4.4 Manager, Service
expectations of the customer (refer to SLAs and SLRs).
Owner
• Go to Step 4.5.
Produce Management Information
Service Level • Produce the agreed-upon Management Information (metrics/reports) to
4.5
Manager defined stakeholders.
• Go to Sub-process 5.0 Ensure Quality of Service.

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10. ENSURE QUALITY OF SERVICE PROCEDURE FLOW

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ENSURE QUALITY OF SERVICE PROCEDURE BUSINESS RULES

Triggers Regular Service Reports completed

• Service Reports
Inputs
• SLAs

Outputs Service Improvement Requirements

General This section is a loop. As long as the service is in place there is a continual check against the
Comments service thresholds, and activities to maintain the levels of service being provided.

ENSURE QUALITY OF SERVICE PROCEDURE NARRATIVE

Step # Responsible Role Action
Analyze Service Reports
Service Level • Review Service Reports for:
5.1 Manager, Service - Breeched Service Levels
Owner - Service Levels approaching breech
- Downward trends in service levels
Quality of Service Met?
Service Level • If Yes, return to Sub-process 4.0, and continue the continuous cycle of
5.2
Manager monitoring and reporting
• If No, go to Step 5.3
Invoke the Continual Service Improvement Procedure
• Refer to the defined Procedure for Continual Service Improvement
Service Level
5.3 activities. Once the Service Improvement Procedure has been completed
Manager
return to step 7.5.2.

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11. RELATIONSHIP TO OTHER DOCUMENTS

Document Name Relationship
Service Improvement Process &Procedures Process, Procedure
Change Management Process & Procedure Procedure Process
SLA Template Template
OLA Template Template
Service Level Management Business Process Requirements Requirements
Service Reporting Business Process Requirements Requirements

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R - Responsible Role responsible for getting the work done Primary Roles in Process
A - Accountable Only one role can be accountable for each activity Primary Interactions
C - Consult The role who are consulted and whose opinions are sought Secondary Roles
I - Inform The role who are kept up-to-date on progress

APPENDIX 1 – RACI MATRIX

Service Customers
Sub-Processes and Contract External Infrastructure
Level Service Owners
Activities Manager Vendor Leads
Manager
1.0 - Define
Capabilities
1.1 - Assess Current
A R C
Capabilities
1.2 - Update
A C C
Capabilities?
1.3 - Update Service
A, R I I
Catalog
1.4 – Communicate
A, R I I
Updated Capabilities
2.0 - Identify
Service Level
Requirements
2.1 - Gather
Business A, R I I I I
Requirements
2.2 - Assess Against
A, R C C C
Capabilities
2.3 – SLR
A
Resolution?
2.4 - Modify SLR A I I I I

2.5 - Document SLR A, R I I I I

2.6 – Create
A I I C C
INTERIM SLA
3.0 - Define
Agreements
3.1 - Review Current
A, R
Agreement
3.2 - Negotiate
A, R R R R
UCs/OLAs
3.3 - Negotiate SLA A, C R C C C
3.4 – Agreement
A I I I I
Reached?
3.5 - Sign SLA A R I I R R
I
3.6 - Create DCD A, R I I C
4.0 - Monitor and
Report
4.1 - Required
A, R C C
Metrics Defined?

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APPENDIX 1 – RACI MATRIX

Service Customers
Sub-Processes and Contract External Infrastructure
Level Service Owners
Activities Manager Vendor Leads
Manager
4.2 - Define
A C R
Required Metrics
4.3 - Gather and
A, C R R R
Process Data
4.4 - Analyze Data A R R C
4.5 - Produce
Management A, R I I I
Information
5.0 - Ensure
Quality of Service
5.1 - Analyze
A R R R
Service Reports
5.2 - Is the Quality of
A, R C
Service met?
5.3 - Invoke Service
Improvement A, R I I C
Procedure

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APPENDIX 2: TOOLS
Tool Description Reference
BMC SLM Service Targets Used to record and manage Service Targets and
Incident Management’s performance against the targets
BMC SLM Agreements Used to record and manage Agreements (SLA, OLA,
UC), and Contracts.
BMC Remedy Incident Bi-directional interface with BMC SLM Service Targets
Management Module to indicate the current status of the service vis-à-vis
agreed-upon service levels.

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APPENDIX 3: REPOSITORIES
Repository Description Reference
BMC Service Level Used to store the details of Service Targets, Agreements
Management Database (SLA, OLA, UC), and Contracts.
BMC Remedy Database Stores the details of Incidents against which service
performance are compared.

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APPENDIX 4 – ESCALATION PATH

Escalation Path
This section outlines the Escalation Path to be followed when there is an SLA Breach, an OLA Breach,
or a reported Service Incident, and agreement cannot be reached as to the root cause or resolution. It
is a combination of functional and hierarchical escalation, and its purposes are to ensure the restoration
of service in a timely manner and to allow for the triggering of the CSIP process to prevent further
recurrences of the incident or problem.

The escalation criteria and the appropriate times will depend on the terms of the agreement, and this
section with those criteria will be appended to all SLA’s and OLA’s.

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APPENDIX 5: COMMUNICATION PLAN

The Cross-Functional ITIL Process Group will bring into alignment all Service Management offerings provided
by CD to its customers. In order for the process and procedures to be executed effectively and efficiently, the
following communication plan will identify all ad-hoc and on-going communication required.

Note: This is a generic Communications process which will be refined for this specific area.

Key messages:
• The Service Level Management process is focused on ensuring that service management process areas
are focused on delivering agreed upon service levels.
• Service Level Agreement requirements must be communicated and well understood by other process
owners
• With agreement by the customer, Service Level Agreements can be updated to reflect updated business
goals
• Overall, ITIL-based IT Service Management will lead to:
– Sustained availability of IT and business services
– Measurably improved quality of IT services over time
• Do the following:
– Organize regular reviews to make the process more effective
– Organize independent audits to check compliance and to optimize the process making it more effective
– Involve all process owners. Make them partners in providing services
– Agree on qualified, quantified, measurable service levels
• Refrain from the following:
– Don’t agree to any target you can’t measure
– Don’t start by talking to your customer, start by listening
– Don’t say “NO”. If a customer wants a service that you don’t deliver normally, explain the
consequences (time, money) if you do. Let the customer decide whether to invest.

Approach:
This plan details tasks that apply generally to all ITIL processes. The plan assumes that there will be a
combination of face-to-face training/meeting events and broadcast communications designed to both increase
awareness of the processes among stakeholders and to ensure high performance of the new processes among
key service delivery staff.

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Goals of the Communication Plan:

Encourage participation of the target audiences:
• Service Delivery Staff

Coordinate communication that facilitates:

• Good management decisions, plans & activities
• Ensuring that SLA requirements are being met and that corrective action, if necessary, is occurring

Activity Timing Responsible Party Target Artifact

Audience
1 Event 1: Service Level Service Level Manager Service Delivery Meeting minutes
Manager meets with other Managers
process owners to
communicate critical SLA
requirements

2 Communication 1: Notice Service Level Manager Service Delivery E-mail

to Service Delivery Staff of Staff Meeting invite
Service Level Management
requirements
3 Event 2: Collect and Monthly Service Level Manager Customer Meeting minutes
review monthly the Corrective Action
appropriate reports Plans
detailing SLA statistics
4 Communication 2: Notice 7 days Service Level manager Service Delivery E-mail
to Service Delivery Staff before drafts and delivers to Staff Meeting invite
meeting to review SLA meeting Service Delivery staff
statistics
5 Event 3: Distribute Annually Service Level Manager Customer Email of Survey
Customer Feedback distribution
Survey to customer
6 Event 4: Collect and Annually Service Level Manager Customer Meeting minutes
review Customer Feedback of survey result
Survey results review
7 Communication 4: Notice 7 days Service Level manager Service Delivery E-mail
to Service Delivery Staff before drafts and delivers to Staff Meeting invite
meeting to review meeting Service Delivery staff
Customer Feedback
Survey results

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Each type of communication has a specific focus, however a common approach can be taken to define and
formulate the specific communication activities. The steps listed below formulate the approach to be taken to
compose those activities:

Activities
Step 1 – Formulation
• Formulate goals and objectives of communication
• Formulate core message
• Identify all parties involved
• Integrate with existing communications forums
Step 2 – Analysis
• Determine available and acceptable communication media
• Determine communication culture and define acceptable approach
• Determine existing knowledge of subject in the environment
Step 3 – Identification
• Determine key interest groups related to the subject of the campaign
• Determine communication objectives per interest group
• Determine the key messages from each interest group’s perspective
Step 4 – Definition
• Select the most appropriate media for communication from:
- Direct Media – such as workshops, Focus Group discussions, or individual presentations
- Indirect Media – such as the Intranet, lectures or newsletters
Step 5 – Planning
• Define a plan that links important points in the subject of the communication (e.g. milestones in a project) to
communication activities, and media
• Determine the communication audience and resources
• Determine the review criteria for successful communication
• Obtain formal management support for the plan
Step 6 – Implementation
• Perform communication activities as per plan
• Manage the plan and safeguard it
• Ensure production and distribution of materials is effective and as per plan
• Continually gauge reaction to the approach and messages
Step 7 – Evaluation
• Monitor reactions to the communication approach throughout the delivery of the plan and adjust the plan if
necessary
• Determine during the effects of the campaign using the review criteria established in step 5

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The following types of communication are available:

Communication Type Examples of Usage

Escalations • To initiate (or trigger) actions
• To gain required resources (people, information, budget etc.)
Notifications • To communicate operational process information
• To promote team awareness
Controlled Documents • To communicate process descriptions/instructions
• To communicate reports

Each of the above types of communication can be delivered via one or more of the following mediums:

Communication Examples of Usage Communication

Medium Type
Email • Individual email messages Notification Escalations
• Group email messages Reports
Verbal • Formal and informal meetings Notifications
• Presentations Escalations
• Telephone calls
Documentation • Updated process documents Controlled Documents
• Issued Project documentation
• Implementation and back-out plans
Reports • Test results Controlled Documents
• Development progress Notifications
Service Management tool • Escalation Automated Notification
• Status changes

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APPENDIX 6 – FORMS, TEMPLATES

Name Description Reference

Template upon which specific SLAs

CD SLA Template between Computing Division SLA Template
Services and customers
Template upon which specific OLAs
between Computing Division Service
CD OLA Template SLA Template
teams who are involved in the
provision of any service

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