【正文】 g service level management, how to start its implementation, and the implementation cycle. Why Implement Service Level Management? Why are so many customers unhappy with the quality and cost of IT service delivery? Are things really so bad, or are we seeing a symptom of poor munication between IT service providers and their customers? You can use service level management to improve munication. This includes using appropriate SLAs supported by a service catalog that shows customers the full range of options available. The principles outlined here produce measurable benefits, including: ? Increased service quality ? Reduced cost ? Improved customer satisfaction The main goal of service level management is to improve the services available to the business in the long term and to resolve service provision issues that currently exist. Among the many benefits to the IT department, in addition to the improvement of service, is an increased knowledge of business expectations and improved cost management. Service level management allows the IT department to meet business expectations and opens a dialog to confirm these expectations. For example, an IT department may want to deliver a service at a 100 percent, percent, or even 70 percent availability, but it may not be able to explain how it arrived at this number. Unless this expectation is documented and agreed on early in the service level management process, the IT department might focus on a nonbusiness–critical service—for example, developing staff, investing in hardware, software, and other costly endeavors—with little real benefit to the business. How to Start Service level management guides the other operational frameworks processes and aligns them to the requirements and expectations of the business. When IT understands the anization39。 technologies in a data center or other type of enterprise puting environment. This is one of the more than 20 SMFs defined and described in Microsoft Operations Framework (MOF). The guide assumes that the reader is familiar with the intent, background, and fundamental concepts of MOF as well as the Microsoft technologies discussed. An overview of MOF and its panion, Microsoft Solutions Framework (MSF), is available in the MOF Service Management Function Overview guide. This guide also provides abstracts of each of the service management functions defined within MOF. Detailed information about the concepts and principles of MOF and MSF is also available at Intended Audience This material is designed to be of value to both internal staff and consultants. It is aimed primarily at two main groups: information technology (IT) managers and IT support staff who either introduce or support service level management in a production IT environment. It is assumed that readers are fully conversant with the MOF Process and Team Models and MOF Risk Management Discipline. Copies of documents describing these models are available at How to Use This Guide This guide can be used as a starting point for introducing service level management into an anization or, when an anization already has some degree of service level management, for developing and improving existing service level management processes within the anization. This guide shows that the Service Level Management SMF can be used in line with or independent from MOF, but maximum benefits will be derived when it is used as a part of the plete framework of remended practices. 3 Service Level Management Overview This document describes the framework to initiate, develop, review, and improve service level management within an anization. If an anization wants to implement service level management, it must first assess what services IT provides to the anization’s customers and determine what existing service contracts are currently in place for these services. This assessment can make the IT service department aware, often for the first time, of the full range of services it is expected to deliver. With the information gained through this exercise, the anization can then develop and implement the full benefits of the service level management process. Service level management requires that the IT anization fully understand the services it offers. Implementing service level management follows these steps: ? Creating a service catalog ? Developing SLAs ? Monitoring and reporting ? Performing regular service level reviews Goals and Objectives The goals of service level management are to successfully deliver, maintain, and improve IT services. The Service Level Management SMF aligns business needs with the delivery of IT services. It provides the interface with the business that allows the other SMFs to deliver IT solutions that are in line with the requirements of the business and at an acceptable cost. The objectives of service level management are to align and manage IT services through a process of definition, agreement, operation measurement, and review. Scope The scope of service level management includes defining the IT services for the anization and establishing service level agreements (SLAs) for them. Fulfilling SLAs is assured by using underpinning contracts (UCs) and operating level agreements (OLAs) for internal or external delivery of the services. Introducing service level management into a business will not give an immediate improvement in the levels of service delivered. It is a longterm mitment. Initially, the service is likely to change very little。s expectations, it can focus on meeting them. Establishing good munications between the IT department and the business representatives leads to a better understanding of the needs, abilities, resources, and costs, and it allows IT and business representatives to work together to deliver solutions. Implementing service level managemen