Purpose:

Align IT-enabled services and service levels with enterprise needs and expectations, including identification, specification, design, publishing, agreement, and monitoring of IT services, service levels and performance indicators.

Objective:

Ensure that IT services and service levels meet current and future enterprise needs.

Description:

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Inputs:

• Approved resources plan
• Communication of resourcing strategies
• Updated portfolios of programs, services and assets
• Customer requirements for quality management
• SLA and OLA revisions
• Remedial actions to address resource management deviations
• Investment portfolio performance reports
• Corrective actions to improve benefit realization
• Benefit results and related communications
• Satisfaction analyses
• Results of quality reviews and audits
• Root causes of quality delivery failures
• Results of solution and service delivery quality monitoring
• Classified and prioritized incidents and service requests
• Closed service requests and incidents
• Request fulfillment status and trends report
• Incident status and trends report
• Feedback on allocation and effectiveness of resources and capabilities
• Results of quality of service, including customer feedback
• Results of quality reviews and audits
• Evaluations against SLAs

Outputs:

• Identified gaps in IT services to the business
• Definitions of standard services
• Service catalogs
• SLAs
• OLAs
• Service level performance reports
• Improvement action plans and remediation
• SLA revisions

Controls:

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Task Instructions:

Identify IT Services

1. 1. Assess current IT services and service levels to identify gaps between existing services and the business activities they support. Identify areas for improvement of existing services and service level options.
   2. Analyze, study, and estimate future demand and confirm the capacity of existing IT-enabled services.
   3. Analyze business process activities to identify the need for new or redesigned IT services.
   4. Compare identified requirements to existing service components in the portfolio. If possible, package existing service components (IT services, service level options, and service packages) into new service packages to meet identified business requirements.
   5. Where possible, match demands to service packages and creates standardized services to obtain overall efficiencies.
   6. Regularly review the portfolio of IT services with portfolio management and business relationship management to identify obsolete services. Agree on retirement and propose the change.

Catalog IT-Enabled Services

1. 1. Publish in catalogs relevant live IT-enabled services, service packages, and service level options from the portfolio.
   2. Continually ensure that the service components in the portfolio and the related service catalogs are complete and up to date.
   3. Inform business relationship management of any updates to the service catalogs.

Define and Prepare Service Agreements

1. 1. Analyze requirements for new or changed service agreements received from business relationship management to ensure that the requirements can be matched. Consider aspects such as service times, availability, performance, capacity, security, continuity, compliance and regulatory issues, usability, and demand constraints.
   2. Draft customer service agreements based on the services, service packages, and service level options in the relevant service catalogs.
   3. Determine, agree on, and document internal operational agreements to underpin the customer service agreements, if applicable.
   4. Liaise with supplier management to ensure that appropriate commercial contracts with external service providers underpin the customer service agreements, if applicable.
   5. Finalize customer service agreements with business relationship management.

Monitor and Report Service Levels

1. 1. Establish and maintain measures to monitor and collect service-level data.
   2. Evaluate performance and provide regular and formal reporting of service agreement performance, including deviations from the agreed-on values. Distribute this report to business relationship management.
   3. Perform regular reviews to forecast and identify trends in service level performance.
   4. Provide appropriate management information to aid performance management.
   5. Agree on action plans and remediations for any performance issues or negative trends.

Review Service Agreements and Contracts

1. 1. Regularly review service agreements according to the agreed-on terms to ensure that they are effective and up to date and changes in requirements, IT-enabled services, service packages, or service level options are taken into account, when appropriate.