Define a framework that provides a formalized service level management process between the customer and service provider. The framework should maintain continuous alignment with business requirements and priorities and facilitate common understanding between the customer and provider(s). The framework should include processes for creating service requirements, service definitions, SLAs, OLAs and funding sources. These attributes should be organized in a service catalogue. The framework should define the organizational structure for service level management, covering the roles, tasks and responsibilities of internal and external service providers and customers.

There are no PSGs published for this topic; however, the topic is under review for future PSGs

Base definitions of IT services on service characteristics and business requirements. Ensure that they are organized and stored centrally via the implementation of a service catalogue portfolio approach.

There are no PSGs published for this topic; however, the topic is under review for future PSGs

Define and agree to SLAs for all critical IT services based on customer requirements and IT capabilities. This should cover customer commitments; service support requirements; quantitative and qualitative metrics for measuring the service signed off on by the stakeholders; funding and commercial arrangements, if applicable; and roles and responsibilities, including oversight of the SLA. Consider items such as availability, reliability, performance, capacity for growth, levels of support, continuity planning, security and demand constraints.

Define OLAs that explain how the services will be technically delivered to support the SLA(s) in an optimal manner. The OLAs should specify the technical processes in terms meaningful to the provider and may support several SLAs.

There are no PSGs published for this topic; however, the topic is under review for future PSGs

Continuously monitor specified service level performance criteria. Reports on achievement of service levels should be provided in a format that is meaningful to the stakeholders. The monitoring statistics should be analyzed and acted upon to identify negative and positive trends for individual services as well as for services overall.

There are no PSGs published for this topic; however, the topic is under review for future PSGs

Regularly review SLAs and underpinning contracts (UCs) with internal and external service providers to ensure that they are effective, up to date and that changes in requirements have been taken into account.

There are no PSGs published for this topic; however, the topic is under review for future PSGs