Service Level Management (SLM)

1. The service provider shall agree the services to be delivered with the customer.
2. The service provider shall agree a catalogue of services with the customer. The catalogue of services shall include the dependencies between services and service components.
   1. When a service has relationships to other services, a view of the service CIs will display the assigned (dependent) services. A report may be generated listing all configuration items linked to the service.
3. For each service delivered, one or more SLAs shall be agreed with the customer. When creating SLAs, the service provider shall take into consideration the service requirements. SLAs shall include agreed service targets, workload characteristics and exceptions.
4. The service provider shall review services and SLAs with the customer at planned intervals.
   1. Service Level Agreements and customer review are part of contract awards and compliance is ensured and monitored by Project Managers, Technical Account Managers, and Lead Technical Account Managers. Timelines are visible and are reported at the service call, project and task levels.
5. Changes to the documented service requirements, catalogue of services, SLAs and other documented agreements shall be controlled by the change management process. The catalogue of services shall be maintained following changes to services and SLAs to ensure that they are aligned.
   1. It is the policy of ITG to ensure that documents and data that relate to the requirements of the quality management system and ISO standards are controlled. This control also extends to received documents of external origin such as regulatory compliance and customer requirements, performance standards and service specifications.
   2. All documents and data that relate to the requirements of the Business Quality Management System and the ISO standards are reviewed and approved for suitability prior to use or release.
   3. All Changes to Quality Manuals, QPs and Major and Significant changes to QWIs require approval by their respective Management Review Board (MRB).
6. The service provider shall monitor trends and performance against service targets at planned intervals.
7. For service components provided by an internal group or the customer, the service provider shall develop, agree, review and maintain a documented agreement to define the activities and interfaces between the two parties. The service provider shall monitor performance of the internal group or the customer against agreed service targets and other agreed commitments, at planned intervals. Results shall be recorded and reviewed to identify the causes of nonconformities and opportunities for improvement.

Service reporting

The description of each service report, including its identity, purpose, audience, frequency and details of the data source(s), shall be documented and agreed by the service provider and interested parties.

Service reports shall be produced for services using information from the delivery of services and the SMS activities, including the service management processes. Service reporting shall include at least:

1. performance against service targets;
2. relevant information about significant events including at least major incidents, deployment of new or changed services and the service continuity plan being invoked;
   1. Business Development department personnel are responsible for communication and interface with customers’ organizations in contract matters.
   2. Records of the results of contract reviews and actions arising from these reviews are maintained.
3. workload characteristics including volumes and periodic changes in workload;
4. detected nonconformities against the requirements in this part of ISO/IEC 20000, the SMS requirements or the service requirements and their identified causes;
5. trend information
   1. Customer satisfaction and/or dissatisfaction,
   2. Conformance to customer requirements,
   3. Characteristics and trends of processes and products including opportunities for preventive action,
   4. Pre-Defined potential problem specifications, and
   5. Suppliers
6. customer satisfaction measurements, service complaints and results of the analysis of satisfaction measurements and complaints
7. The service provider shall make decisions and take actions based on the findings in service reports. The agreed actions shall be communicated to interested parties.