Robert's approach to the question on Service Level Management

There are no clear linkages to other ITIL disciplines, but 20-points is tough to pull out of just one discipline. Therefore, I am going to link this into a couple other disciplines so I have more to write about. Be careful, however, not to read things into the question.

Note that I do not have the ITIL SLA template memorized and I do not plan to add it into my "brain dump" sheet. So I have rattled off key points without worrying about whether or not these are in the same order as the template in the book.

Again use the phrase "in my experience" to cover the gap between the book and your delivery.

Robert's outline

• Part 1
  • Define SLA
  • Define %Unavailable
  • Note that %Unavailable excludes published scheduled maintenance windows
  • Emphasize timing is such as to minimize impact on 8-5 users, but acknowledge ITC is 24x7
  • Clear need to communicate better - SLM responsibility
  • Use Service Desk to notify users of pending maintenance
  • Publish Planned Service Availability schedule
  • Also publish Forward Schedule of Changes
• Part 2
  • Describe the Service
  • Hours of service
  • Hours of planned maintenance
  • Percent Unavailable target
  • How to measure the Unavailability
  • Costing model
  • How to request Rebates and credits
  • Rebate and credit schedule
  • Communications plan - user notifications
  • Change Management plan for this SLA
  • Change Management plan for this Service
  • Response times on Incidents