【正文】 tment。 but over time, it will improve as targets are met and then exceeded. Key Definitions Operating level agreement. An internal agreement supporting the SLA requirements. Operating level objective. Objectives within an operating level agreement that indicate the measures to be reported in the operational environment. The operating level objectives are aligned to the service level objectives. Service. A business function deliverable by one or more IT service ponents (hardware, software, and facility) for business use. 6 Service Level Management Service catalog. A prehensive list of services, including priorities of the business and corresponding SLAs. Service ponents. The configuration items (CIs) relating to the delivery of the service. They can vary in plexity, size, and type. Service level agreement. A written agreement documenting the required levels of service. The SLA is agreed on by the IT service provider and the business, or the IT service provider and a thirdparty provider. Service level management. The process of defining and managing through monitoring, reporting, and reviewing the required and expected level of service for the business in a costeffective manner. Service level objectives. Objectives within an SLA detailing specific key expectations for that service. Service level agreement review. The operations management review for service level management. Also referred to as the SLA Review. This involves reviews of the SLAs and performance against objectives, and a review of previous and potential issues that may affect services. Underpinning contract. A legally binding contract in place of or in addition to an SLA. This contract is with a thirdparty service provider on which service deliverables for the SLA have been built. 4 Processes and Activities This section provides an overview of the Service Level Management SMF, including the six major processes of service level management: setup activities, service catalog, service level agreements, service level monitoring, service level reporting, and service level agreement review. Process Flow Summary Figure 1 displays the six major processes in the service level management function. S e t u pa c t iv it ie sS e r v ic ec a t a lo gd e f in it io nS e r v ic e le v e la g r e e m e n t sd e f in it io nS e r v ic e le v e lr e p o r t in gS e r v ic e le v e la g r e e m e n tr e v ie wS e r v ic e le v e lm o n it o r in gG e t t in g s t a r t e d Figure 1. Service level management process flow diagram Figure 1 illustrates the linear process for service level management. There is also, however, a cyclical approach used throughout this document that can be applied to each 8 Service Level Management process in turn. This cyclical process has been considered at each stage and can be used to add value in the implementation of the elements of service level management. Figure 2 illustrates this cyclical approach. Figure 2. Service level management cyclical approach Summary of Service Level Management Processes The major processes shown in Figure 1 are discussed briefly in this section and are then described in detail throughout the remainder of this document. Getting Started The Getting Started section, although not strictly focused on a specific process, offers assistance and guidelines for introducing and implementing the range of SLM processes within an anization. Setup Activities Setup activities are a series of appraisal steps that are carried out at the beginning of a service level management project. These preliminary steps help the business determine if there is a need for service level management and if it has the resources to implement it. As part of this process, the IT department establishes a baseline for the business by taking a snapshot of the existing services and management activities. The final step is to analyze the information collected in the previous steps and use the results to plan the implementation of service level management for maximum benefit to the business. Define Agree and Operate Review and Optimize Monitor and Report Service Management Function 9 Service Catalog A service catalog, written in business—rather than technical—language, is a definitive guide to the services available to the business. It provides endtoend descriptions of the service ponents used to deliver the services and the IT functionality used by the business. This information is then used to create and define SLAs within each area since SLAs are developed according to the priority and business requirements of the service. Service Level Agreements Service Level Agreements (SLAs) are an essential, beneficial, and often the most visible part of the service level management SMF. The SLAs are a mutually agreed–on and negotiated offering for both the IT department and the business. Service Level Monitoring Services are monitored and measured according to the agreedon SLA criteria in order to ensure pliance with the SLAs. Service level monitoring entails continual measurement of mutually agreed–on servicelevel thresholds and the initiation of corrective actions if the thresholds are breached. Service Level Reporting Service level reports, used by both the business and the IT department, contain the monitoring data used to measure performance against objectives. Service Level Agreement Review The service level agreement is formalized in a review procedure: the service level agreement review (SLA Review). The SLA Review is a twoway munication between the IT department and the anization. It ensures that the services are being delivered efficiently and are optimized to meet the anization39。 technologies in a data center or other type of enterprise puting environment. This is one of the more than