Posted: Wed Apr 27, 2005 11:37 pm Post subject: SLA - where to start
Hi, defining and managing SLA’s would only require a consultant if you:
1) Do not have the resource to dedicate to this initiative
2) Do not have the required knowledge
3) Need to have someone else responsible for the implementation.
But I am getting ahead of myself. The SLA in it’s self is not an ITIL process. Service Level Management is the ITIL process, and SLA’s are managed through the SLM process.
You need to esure you have executive spnosorship for the SLM process.
In order to define and develop SLA’s you need to decide what area of the business you are going to focus on. Once you have identified the key stakeholders, you need to define the SLA itself and what elements are required for that particular SLA.
Some of the items you will need to define include responsibility, incentives and or penalties. The fun part is trying to enforce these incentives or penalties if the SLAs are internal. You also have to keep in mind if you require any UC or OLA’s.
If you refer to the ITIL Service Delivery Book, there is a sample SLA you can use as a starting point.
Start small and remember to include any UC or OLA time allotments into the overall SLA time limits.
Posted: Thu Apr 28, 2005 1:13 am Post subject: SLA
My suggestion is if you are new to ITIL, and new to SLM, then professional help would be suggested. Do not under estimate the work required in implemnting an ITIL process.
I am sure there are consultanting firms in this forum, including my company. If you already have a strong relationship with one, then ask them for a preliminary meeting to discuss your needs. Or if you would like to discuss this further you can email me at:
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