【正文】 Service Level Management Service Management Function Published: August 20xx Reformatted: January 20xx For the latest information, please see ii Service Level Management The information contained in this document represents the current view of Microsoft C orporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a mitment on the part of M icrosoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WA RRANTIES, EXPRESS, IMPLIED O R STATUTORY, A S TO THE INFORMATION IN THIS DOCUMENT. C omplying with all applicable copyright laws is the responsibility of the user. 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Service Management Function iii Contents Executive Summary ............................................................................................... 1 Introduction ........................................................................................................... 3 Intended Audience ...............................................................................................3 How to Use This Guide .........................................................................................3 Service Level Management Overview................................................................... 5 Goals and Objectives ............................................................................................5 Scope...................................................................................................................5 Key Definitions .....................................................................................................5 Processes and Activities ........................................................................................ 7 Process Flow Summary.........................................................................................7 Summary of Service Level Management Processes................................................8 Getting Started ..............................................................................................8 Setup Activities ..............................................................................................8 Service Catalog ..............................................................................................9 Service Level Agreements ..............................................................................9 Service Level Monitoring.................................................................................9 Service Level Reporting ..................................................................................9 Service Level Agreement Review ....................................................................9 Getting Started ..................................................................................................10 Why Implement Service Level Management? ................................................10 How to Start ................................................................................................10 Getting Started Final Thoughts .....................................................................14 Summary of Getting Started.........................................................................15 Setup Activities for Service Level Management ...................................................16 Assess the Need for Service Level Management ............................................16 Assess the Organizational Resources ............................................................17 Establish an SLM Baseline.............................................................................18 Analyze Metrics ............................................................................................19 Summary of Setup Activities.........................................................................19 Service Catalog ..................................................................................................20 What Is a Service Catalog? ...........................................................................20 Define the Service Catalog ...........................................................................21 Formalize the Service Catalog.......................................................................22 Maintain the Service Catalog ................