【正文】 ...................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 ........................................................................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 .........................................................