【正文】 ..........................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 ..................................................................................63 Capacity Management ..................................................................................63 Availability Management...............................................................................64 IT Service Continuity Management ...............................................................64 Workforce Management................................................................................64 Release Approved Review .............................................................................64 Appendices ........................................................................................................... 65 Appendix A: Service Baseline Workshop Agenda .................................................65 Appendix B: Service Catalog Template................................................................67 Appendix C: Service Catalog Sample ..................................................................69 Appendix D: Service Level Agreement Template .................................................71 Appendix E: Operational Level Agreement Template ...........................................81 Appendix F: Service Level Agreement Review Meeting Agenda ............................83 1 Executive Summary Delivering costeffective, consistent, and reliable IT services is being increasingly business critical. Even with rapid technology advancements, many business customers feel that IT is failing them, and they are struggling for a way to address their concerns. Their questions reflect their frustration. ? Why can’t I see a clear relationship between what I use and what I pay? ? Why can’t I get straightforward, effective, consistent, and reliable service and support? ? Why does it have to cost so much? ? Why does it have to be so difficult? ? Why can’t it just work? ? Why is it so expensive when it doesn’t work well anyway? Businesses and IT departments must understand the effect they have on each other. Their respective demands and expectations must be defined and agreed on. The most effective way of managing this is through the service level management process. Service level management is a defined process that enables the IT department to deliver exactly what is expected of it and to ensure that these services are recognized as beneficial to the business. IT can facilitate effective cost management of the services, focus on the full range of services available, monitor the service ponents, and ensure that the service is delivered through monitoring, reporting, and developing knowledge of the services that are offered. 2 Introduction This guide provides detailed information about the Service Level Management service management function (SMF) for anizations that have deployed, or are considering deploying, Microsoft174。 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 maj