Streamline IM Process and Service Level Catelog

[itilian123]

Dear all sifu,

My company has recently been acquired by another organization and am now require to consolidate and streamline both companies process interm of Incident Management & Service Level Management Process. For the initial phase, I have done the gap assessment on both processes and found out there are some areas which require to be streamline accordingly to meet our organization new business model & expectation. Being new to this, I would like to seeks some advise on the best approaches that we can adopt to streamline the process.

Area that I am struggling at the moment.
*Incident Management
1. Resolution time defer for both organizations and the question "who should following whom? " Can we have 2 set of SLA then?
2. Service Availiblity for critical services for both organization also defer from one to another, 98.8% Vs 95.0% and again the question "who should be following whom?

Struggling

[Diarmid]

Neither should follow the other. What you really have to determine is the best figures you are able to deliver and what the new set of priorities is.

You can have as many SLAs as you have services - if you are consolidating and streamlining you won't want more.

But your questions are not about the processes; they are about the SLAs themselves. And the SLAs should be negotiated and agreed with the customers, not imposed on them.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[itilian123]

Neither should follow the other. What you really have to determine is the best figures you are able to deliver and what the new set of priorities is. <-- yes, this is the challenging part when trying to get the buy-in from the management without convincing artifact to support our proposal. The approach that we (are/plan) adopting now is to the make use of those available industrial's standard ( I manage to dig out some )which their line of business is similar to ours and do a comparison. I know this is not a very systematic/wise approach & would much appreciate if someone can share out their experience on the best practice/approach to deal with this.


Once again, many thanks your advise, Diarmid

[KenLuo]

1. Resolution time defer for both organizations and the question "who should following whom? " Can we have 2 set of SLA then?

[Comments]:
a) Is there any SLA documented on the contracts with your clients? If so, you must follow what has been documented, even if you have to use 2 standards.
b) Always use the best fit choice based on your goals and resource level, e.g. since 2 organizations are still in the migration phase, you cannot always expect to meet a relatively restrictive SLA.

2. Service Availiblity for critical services for both organization also defer from one to another, 98.8% Vs 95.0% and again the question "who should be following whom?

[Comments]: I would always use 98.8% or 99.9%, if people raise their questions about why, you can challenge back saying why it cannot meet?
On the other hand, in my organization, we do have different availability based on the importance of the system.
_________________
Luo, Tian-Hong (Ken)
Regional Operation Lead

ITIL Expert Certified