【正文】 ........................................................22 Summary of the Service Catalog...................................................................25 Service Level Agreements ..................................................................................26 iv Service Level Management What Are Service Level Agreements?............................................................27 Types of Service Level Agreements...............................................................27 Defining Service Level Agreements ...............................................................31 Negotiation and Agreement of Service Levels................................................32 Documenting the Service Level Agreement ...................................................33 Changing a Service Level Agreement ............................................................33 Summary of Service Level Agreements .........................................................34 Service Level Monitoring.....................................................................................36 Why Monitoring? ..........................................................................................36 Monitoring Performance Against an SLA ........................................................37 Defining Responses and Actions....................................................................38 RealTime Reporting.....................................................................................39 Monitoring Components and Aggregating Results ..........................................40 EndtoEnd Service Level Measurement ........................................................40 Instrumentation ...........................................................................................41 Summary of Service Level Monitoring ...........................................................43 Service Level Reporting ......................................................................................44 Establishing SLA Reporting ...........................................................................44 Executive Reporting Summaries ...................................................................47 Internal Customer Reporting ........................................................................48 External Customer Reporting ........................................................................48 Summary of Service Level Reporting ............................................................49 Service Level Agreement Review ........................................................................50 What Is the Purpose of the Service Level Agreement Review? .......................50 Attendees of the Service Level Agreement Review ........................................51 Inputs and Deliverables ................................................................................52 Conducting the Service Level Agreement Review ..........................................53 Documenting the SLA Review .......................................................................55 Summary of Service Level Agreement Review...............................................56 Roles and Responsibilities................................................................................... 57 Service Level Manager........................................................................................57 Service Level Administrator ................................................................................57 Relationship to Other SMFs ................................................................................. 59 Changing Quadrant ............................................................................................59 Change Management....................................................................................59 Configuration Management ...........................................................................59 Release Management ...................................................................................59 Release Readiness Review ............................................................................60 Service Management Function v Operating Quadrant............................................................................................60 System Administration .................................................................................60 Security Administration ................................................................................60 Directory Services Administration .................................................................61 Network Administration ................................................................................61 Service Monitoring and Control .....................................................................61 Storage Management ...................................................................................61 Job Scheduling .............................................................................................62 Operations Review .......................................................................................62 Supporting Quadrant ..........................................................................................62 Service Desk ................................................................................................62 Incident Management ...................................................................................62 Problem Management ...................................................................................63 Optimizing Quadrant ..........................................................................................63 Service Level Management ...........................................................................63 Financial Management ......................................................