Service Level Management Financial Management for IT services by g5211134


									              Service Level Management                                  Financial Management for IT services                                  Capacity Management                                  IT Service Continuity Management                                     Availability Management
GOALS                                                           GOALS                                                        GOALS                                                      GOALS                                                        GOALS
  To maintain and gradually improve IT service quality            To provide cost-effective stewardship of the IT assets       To ensure that cost-justifiable IT capacity always         The goal for ITSCM is to support the overall                 Satisfy Business objectives
  trough a constant cycle of agreeing monitoring and              and resources used in providing IT Services                  exist and that it is matched to the current and future     Business Continuity Management process by                    Achieve sustained level of availability
  reporting upon IT service achievement and                                                                                    identified business needs                                  ensuring that the required IT technical and services         Ensure cost effectiveness
  instigation of actions to eradicate poor service                                                                                                       or                               facilities can be recovered within required, and             Optimize the capability of services and components
                                                                                                                               Having the appropriate IT capacity and making best         agreed, business timescales
                                                                                                                               use of it

OBJECTIVES                                                      OBJECTIVES                                                   OBJECTIVES                                                 OBJECTIVES                                                   OBJECTIVES
  High quality, cost effective, value-adding IT services          To manage the financial aspects of IT assets and
  that underpin the organization’s business needs                 resources cost-effectively
  Play a key role in ascertaining the business                    To account fully for the total spend on the provision
  requirements                                                    of IT Services and to attribute the cost to the services
  SLA is written agreement between the customer and               delivered
  the IT service provider, defining key targets and               To advise management on IT investment matters by
  responsibilities on both sides                                  providing detailed business cases

PROCESS                                                         PROCESS                                                      PROCESS – sub-processes                                    PROCESS                                                      PROCESS
Established Function                                              Budgeting                                                    Business Capacity Management                             Stage 1- Initiation                                          ACTIVITIES
   Initial Planning activities and Implementation                 Setting the budget                                           Service Capacity Management                                 Initiate BCM                                                 determining the Availability requirements from the business for
Implement SLAs                                                    IT Accounting                                                Resource Capacity Management                             Stage2 – Requirements and Strategy                              a new or enhanced IT Service and formulating the Availability
   Compile a service catalogue                                    Building a Cost Model                                                                                                    Business impact analysis                                     and recovery design criteria for the IT Infrastructure
   Establish SLA structure                                        Charging                                                   ACTIVITIES                                                    Risk assessment                                              in conjunction with ITSCM determining the vital business
   Establish overview of Service Level Requirements               Setting the Price                                             Monitoring                                                 Business Continuity Strategy                                 functions and impact arising from IT component failure
   (SLRs)                                                         Pricing methods                                               Analysis                                                Stage3 - implementation                                         defining the targets for Availability, reliability and
   Plan UCs and OLAs                                              Differential Charging                                         Tuning                                                     Organizational and implementation planning                   maintainability for the IT Infrastructure components
   Draft and agree SLAs                                           Billing                                                       Implementation                                             Implement stand-by arrangements                              establishing measures and reporting of Availability, Reliability
Manage The Ongoing Process                                                                                                      Storage of Capacity Management data – the CDB              Develop Recovery Plans                                       and Maintainability that reflects the business, User and IT
   Monitor and report SLA achievements                                                                                          Demand Management                                          Implement Risk reduction Measures                            support organisation perspectives
   Review SLA achievements                                                                                                      Modeling                                                   Develop Procedures                                           monitoring and trend analysis of the Availability, Reliability
   Identify Service improvements (SIP)                                                                                          Application sizing                                         Initial testing                                              and Maintainability of IT components
Periodic Reviews                                                                                                             Producing of the capacity Plan                             Stage4 – Operational Management                                 reviewing IT Service and component Availability and
   Review and update SLAs, UCs and OLAs                                                                                                                                                    Education and awareness                                      identifying unacceptable levels
   Review SLM process for efficiency and effectiveness                                                                                                                                     Review and audit                                             investigating the underlying reasons for unacceptable
                                                                                                                                                                                           Testing                                                      Availability
                                                                                                                                                                                                                                                     producing and maintaining an Availability Plan which prioritises
                                                                                                                                                                                           Change Management
                                                                                                                                                                                                                                                     and plans IT Availability improvements.

DEFS                                                            DEFS                                                         INPUTS                                                     Recovery Types                                               INPUTS
    Service Catalog: defines services with default levels       Cost Model: by service, location, customer (for                 Technology                                                 Do nothing - Few, if any, organisations can function         Business availability requirements
    and options. Gives a profile of IT service provider to      charging)                                                       SLA, SLR and Service Catalogue                             effectively without IT Services. Even if there is a          Business impact assessment
    org. and overview of services provided to users.            Cost Types: HW, SW, People, Accommodation,                      Business plans and strategy                                requirement for stand-alone PC processing, there is          Availability, Maintainability and Reliability requirements
    SLR-Service Level Requirements: list of clients reqs.       External services, Transfer costs                               IS/IT plans and strategy                                   still a need for recovery to be supported.                   Impact assessment for Vital Business Functions
    OLA-Operational Level Agreements: Between 2                 Cost Elements: Sub elements of Cost Types, like HW =            Operational schedules                                      Manual Work-arounds - manual Work-arounds can                Incident and problem data
    intern IT departments                                       NW, Server, Office                                              Deployment and development plans and programs              be an effective interim measure until the IT Service is      Configuration and monitoring targets
    UC-Underpinning Contract: With an external                  Cost Category                                                                                                              resumed wherever they are practical and possible.
                                                                                                                                Forward schedule of change                                                                                              Service Level Targets
    supplier.                                                   Capital or Operational                                                                                                     Reciprocal arrangements - Entering into an
                                                                                                                                Incidents and problems
    SLA                                                         Direct/Indirect                                                                                                            agreement with another organisation using similar
                                                                                                                                Service reviews
    SIP-Service Improvement Program: SLM with PM                   Absorbed/Unabsorbed Indirect                                                                                            technology. Benefits can exist, in maintaining some
                                                                                                                                SLA breaches
    and AM starts a formal project focusing on user             Fixed/Variable                                                                                                             reciprocal arrangements, for example, in the off-site
    satisfaction                                                                                                                                                                           storage of backups and other critical information.
Service Catalog Contents                                        CHARGING                                                     OUTPUTS                                                       Gradual Recovery (cold standby) - up to 72 hours,         OUTPUTS
Version number, date created, date amended; TOC;                Notional (Invoiced, not payed), Communication of Info          Capacity plan                                               without a re-establishment of full IT facilities.           Availability and recovery design criteria
Foreword from CIO; IT Service provider profile; Service         (customer informed of charges to be aware), Pricing            CDB                                                         Accommodation fully equipped with power and local           Agreed targets of availability, rel., maintainability
times and accessibility of IT Service Provider; Overview        Flexibility (Rates charged annually)                                                                                       network cabling Infrastructure, telecom connections.
                                                                                                                               Baselines and profiles                                                                                                  Reports on achieved A.R.M
of services and products; Customer focused                                                                                                                                                 Fixed or portable facility.
                                                                                                                               Thresholds and alarms                                                                                                   Availability monitoring
service/product description; Specs; Deliverables; Service       Pricing Method/Policy                                                                                                      When opting for a gradual recovery, consideration
                                                                                                                               Capacity reports (regular, at hock and Exception)                                                                       Availability improvements plans
times; Maintenance times; Support times; Delivery                  Cost Plus – cost + profit rate                                                                                          must be given to highly customised items of
                                                                                                                               SLA and SLR recommendations                                 hardware or equipment that will be difficult, if not
times; Quality targets (availability, usability, reliability,      Going Rate – comparable to other dept services              Costing and Charging recommendations
priority); Requirements; Request & Change procedure;                                                                                                                                       impossible, to replace.
                                                                   Market Price – match external supplier price                Proactive changes and service improvements
Contigency policy; Pricing & Charging; Index &                     Negotiated Contract Price                                                                                               Intermediate Recovery (warm standby) 24 to 72 hour
                                                                                                                               Revised operational schedule                                period. It is usually far away (logistics) and shared
                                                                                                                               Effectiveness reviews                                       with 20 to 30 other companies. Use 6-12 weeks. Can
                                                                                                                               Audit reports                                               be portable, in a trailer.
                                                                                                                                                                                           Immediate Recovery (hot standby) provides for
                                                                                                                                                                                           immediate restoration. Application systems and
                                                                                                                                                                                           communications already available and data mirrored
                                                                                                                                                                                           from the operational servers. In the event of a system
                                                                                                                                                                                           failure, the Customers can immediately switch to the
                                                                                                                                                                                           backup facility with little or no loss of service.
                                                                                                                                                                                           System can be used as backup and reporting resource.
              Service Level Management                           Financial Management for IT services                               Capacity Management                                 IT Service Continuity Management                                        Availability Management
BENEFITS                                                 BENEFITS                                                   BENEFITS                                                  BENEFITS                                                     BENEFITS
  Customer and IT service provider have a clearer          Increased Confidence in budgets                            Minimize risk of failing to meet SLAs and SLRs            The annual spend on ITSM can be controlled                   A single point of accountability for availability is established
  view of requirements and responsibilities                Accurate information supplied for investment and           More confident forecasting                                Cost justifiable risk reduction measures can be              within the organization
  Commitment on both sides                                 TCO purposes                                               Value to the applications lifecycle                       implemented                                                  IT Services are designed to meet the IT Availability
  Specific targets to aim for                              Increased professionalism and efficiency                   Increased efficiency                                      The ability to recover in a controlled manner                requirements of the business
  Week areas will be identified                            Warning over or under usage of service                     Cost savings and cost avoidance                           All staff aware of their role relating to ITSCM              the levels of IT Availability provided are cost justified
  Supports supplier management (internal and               Sound business method of balancing IT service              Timely enhancements and upgrades                          Potential lower insurance premiums                           the levels of Availability required are agreed, measured and
  external)                                                provision with business requirements                                                                                 Meetings regulatory requirements                             monitored to fully support Service Level Management
  Demonstrable performance indicators                      The cost of doing or not doing a Change                                                                              Better business relationships                                shortfalls in the provision of the required levels of Availability
  Gradual improvements in service quality                                                                                                                                       Positive marketing of contingency capabilities               are recognised and appropriate corrective actions identified and
  Better forward planning / both customers and IT                                                                                                                               Organizational credibility                                   implemented
  Will show where customer/user actions are causing                                                                                                                             Competitive advantage                                        a business and User perspective of IT Service Availability is
  difficulty and identify where working practice need                                                                                                                                                                                        taken to ensure optimal usage and performance of the IT
  to be improved                                                                                                                                                                                                                             Infrastructure is achieved to deliver maximum benefit
  IT service will be defined to meet Service Level                                                                                                                                                                                           the frequency and duration of IT Service failures is reduced
  Requirements                                                                                                                                                                                                                               over time
  SLAs can be used as a basis for charging                                                                                                                                                                                                   IT support organisation mindset moves from error correction to
  Improved communication between IT and customers                                                                                                                                                                                            service enhancement; from reactive to proactive attitude
  Better value for money                                                                                                                                                                                                                     the IT support organisation is seen to 'add value' to the

PROBLEMS                                                 PROBLEMS                                                   PROBLEMS                                                  Contingency Plan                                             PROBLEMS
  ensuring targets are achievable (use existing            Lack of understanding leading to inefficient, overlay      Unrealistic expectations                                  IT infrastructure, comprising the replacement system,        Defining availability levels that are meaningful to the business
  achievements if known)                                   expensive or over-complex systems                          Vendor influence                                          plus contracts/agreements necessary for recovery             Managing internal and external providers is made difficult by
  verifying targets prior to agreement (prior              Monitoring tools inaccurate or too expensive               Lack of accurate information                              IT Infrastructure Management and operating                   lack of agreed availability targets
  monitoring, pilot SLAs)                                  Delay in obtaining, or inaccurate, information             - business data                                           agreements/procedures during a disaster                      Assessing achievable and cost-effective levels of IT service
  Monitoring of actual achievement (only agree what        Difficulty in recruiting staff with accountancy and IT     - technical data                                          Personnel - details of those needed at contingency           availability
  can be monitored)                                        skills                                                     Distributed environments                                  site plus accommodation required                             New services are implemented without full consideration of
  Inadequate resources and time (process must be           Unable to respond to changes quickly enough                Level of monitoring to be implemented                     Security instructions, emergency contacts and items          availability requirements
  properly staffed and resourced                           Lack of management understanding and support                                                                         for home site                                                Loss of business and reputation due to unstable IT services
  Lack of understanding (educations)                                                                                                                                            Contingency site: location, people, facilities, security     Lack of accountability
  Differences in perceptions within the customer                                                                                                                                and transport arrangements
  community (need to agree relevant targets at all                                                                                                                              Return to normal - dependencies affecting the return
  Not enough seniority (give Service Level Manager
  the appropriate authority)
  SLA may not be supported by adequate underpinning
  agreements/contracts (review OLAs and contracts)
KEY PERFORMANCE INDICATORS                               KEY PERFORMANCE INDICATORS                                 KEY PERFORMANCE INDICATORS                                KEY PERFORMANCE INDICATORS                                   DEFINITIONS
  what number or percentage of Services are covered        Overall cost of delivery per customer                      Resource forecasts                                        Percentage of Vital Business Functions covered by IT       Availability – Ability of an IT Service or CI to perform its
  by SLAs                                                  Percentage of IT costs not accounted for                   - timely production of forecasts                          Service Continuity Plans                                   required function at a stated instant or over a stated period of time
  are Underpinning contracts and OLAs in place for all     Dollar value of budget variances/adjustments               - accurate forecasts if trends in resource util.          Percentage of Vital Business Functions covered by          Reliability – freedom from operational failure. Rel. of an IT
  SLAs and for what percentage?                            Percentage of IT financial objectives met                  - incorporation of business plans into cap. plan          annual IT Continuity tests                                 service is determined by rel. of each component delivering the
  are SLAs being monitored and are regular reports         IT Service Headcount                                       Technology                                                Number of annual IT Service Continuity Plan testing        service.
  being produced?                                                                                                     - ability to monitor perf and troughput                   failures                                                   Maintainability – ability of a CI to be kept in, or to be restored to
  are review meetings being held on time and correctly                                                                - impl. Of new tech. in line with business                Number of 3rd party recovery support contracts not         an operational state.
  minuted?                                                                                                            requirements (time cost functionality)                    agreed                                                     Serviceability – describes contractual arrangements made with 3rd
  is there documentary evidence that issues raised at                                                                 - use of old technology does not result in breached       Number of audits performed on IT Service                   party IT service providers to assure Avail., Rel. and
  reviews are being followed up and resolved (e.g. via                                                                SLa due to problems                                       Continuity Plan                                            Maintainability. of IT services and their CIs.
  an SIP)                                                                                                             Cost effectiveness                                        Number of business issues logged against IT Service        Resilience – capacity of an IT service to allow continued operation
  what number or percentage of Service targets are                                                                    - a reduction in panic buying                             Continuity.                                                of IT despite the failure of one or more sub-systems.
  being met and what is the number and severity of                                                                    - not significant over-capacity                                                                                      Vital Business Function – business critical element of business
  service breaches?                                                                                                   - accurate forecasts of planned expenditure                                                                          process.
                                                                                                                      Plan and implement the appropriate IT capacity to                                                                    Security – deals with confidentiality, integrity and availability of
  are service breaches being followed up effectively?
                                                                                                                      match business needs                                                                                                 data.
  are service level achievements improving
                                                                                                                      - reduction in lost reduction in the incidents due to                                                                AMDB – record & store info reqd. for support of key activities:
  are Customer perception statistics improving?
                                                                                                                      poor performance                                                                                                     reporting, analysis and availability forecasting...
  are IT costs decreasing for services with stable                                                                                                                                                                                         Service Window – period in which maintenance can be completed
  (acceptable but not improving) service level                                                                        - reduction in lost business due to inadequate
                                                                                                                      capacity                                                                                                             on a service
                                                                                                                      - new services are implemented which match SLR
  are SLAs, OLAs and underpinning contracts current
                                                                                                                      -recommendation made by capacity mgt. are acted
  and what percentage are in need of review and
CRITICAL SUCCESS FACTORS                                 CRITICAL SUCCESS FACTORS                                   CRITICAL SUCCESS FACTORS                                  CRITICAL SUCCESS FACTORS                                     CRITICAL SUCCESS FACTORS
  Meeting Customer Needs And Priorities                     Effective stewardship over IT finances                    Accurate business forecasts                               Ensuring IT Service Recovery Within Agreed
  Adherence To Service Levels                            Establishing Process                                         knowledge of IT strategy and plans, and that the          Timescales
  Providing Services Cost Effectively                       Planning                                                  plans are accurate
  Controlling Service Delivery                              Implementation                                            an understanding of current and future technologies
  Maintaining Recognized Industry Acceptance For IT         Operational                                               an ability to demonstrate cost effectiveness
  Quality                                                   Managing change                                           interaction with other effective Service Management
  Maintaining An IT Service Culture                                                                                   processes
                                                            Managing variances
                                                                                                                      an ability to plan and implement the appropriate IT
                                                                                                                      Capacity to match business need
              Service Level Management                               Financial Management for IT services                                  Capacity Management                                 IT Service Continuity Management                                     Availability Management
RESPONSIBILITIES SLMgr                                      RESPONSIBILITIES                                             RESPONSIBILITIES                                           RESPONSIBILITIES ITSC Manager                              RESPONSIBILITIES (A. Manager)
  creates and maintains a catalogue of existing               Budgeting:                                                   ensures that appropriate levels of monitoring of           Develop and manage the ITSCM Plan to ensure that,          to be accountable for the deployment of the AM process and
  Services                                                    manage the IT organisation budget                            resources and system performance are set, and that         at all times, the recovery objectives of the business      associated methods and techniques
  formulates, agrees and maintains an appropriate SLM         prepare budget forecasts and assist Customers in             the information recorded in a CBD is kept up-to-date       can be achieved.                                           to be responsible for ensuring the AM process is regularly
  structure (SLA, OLA, Contracts, accommodating               preparing IT elements of their budgets                       and used by all parts of the Capacity Management           Ensure that all IT Service areas are prepared and able     reviewed and audited, and that all of these are subject to cont.
  service improvement plan within SLM)                        report regularly to IT managers and Customers on             process                                                    to respond to an Invocation of the Continuity plans.       improvement and remain fit for purpose
  negotiates, agrees and maintains the Service Level          conformance to budgets                                       produces Capacity Plans in line with the                   Maintain a comprehensive IT testing schedule.              to be responsible for determining the Av. requirements from the
  Agreements with the Customer                                Accounting:                                                  organisation's business planning cycle, identifying        Undertake quality reviews of all procedures and            business for new or enhanced IT Services
  negotiates, agrees and maintains the Operational            select suitable tools and processes for gathering Cost       Capacity requirements early enough to take account         ensure that these are incorporated into the testing        to be responsible for the creation of A and recovery design
  Level Agreements with the IT provider                       data                                                         of procurement lead times                                  schedule.                                                  criteria to be applied to new or enhanced Infrastructure design
  negotiates and agrees with both the Customer and IT         develop suitable cost models                                 documents the need for any increase or reduction in        Communicate and maintain awareness of ITSCM                to be responsible for ensuring the levels of IT A. required are
  Provider any Service Level Requirements for any             agree suitable IT Accounting policies, e.g.                  hardware based on SLRs and cost constraints                objectives within the business areas supported and IT      cost justified
  proposed new/developing services                            Depreciation                                                 produces regular management reports which include          Service areas.                                             defining the targets of A. required for the IT Infrastructure and
  analyses and reviews service performance against the        assist in developing cost-benefit cases for IT               current usage of resources, trends and forecasts           Undertake regular reviews, at least annually, of the       its components that underpin a new or enhanced IT Service as
  SLAs and OLAs                                               investments                                                  sizes all proposed new systems to determine the            Continuity plans with the business areas to ensure         the basis for an SLA
  produces regular reports on service performance and         advise senior management on the cost-effectiveness           computer and network resources required, to                that they accurately reflect the Business processing       establishment of measures and reporting that reflect business,
  achievement                                                 of IT solutions                                              determine hardware utilisation, performance service        Environment.                                               User and IT support org. requirements
  organizes and maintains the regular Service Level           Charging:                                                    levels and cost implications                               Negotiate and manage contracts with providers of           responsible for the monitoring of actual IT A. achieved vs
  review process                                              identify methods of charging within the organisations        recommends resolutions to performance-related              third party recovery services.                             targets and to ensure shortfalls are addressed
  initiates any actions required to maintain or improve       charging policy                                              Incidents and Problems                                     Manage the IT Service delivery during times of crisis      to be responsible for the production and maintenance of an A.
  service levels                                              provide justifications and comparisons for charges           recommends to IT management when to employ                 including:                                                 Plan which prioritises and plans IT A. improvements
  conducts annual (as appropriate) reviews of the entire      prepare regular bills for Customers
                                                                                                                           Demand Management, to dampen Customer                          o Co-ordination with the crisis control team           to promote AM awareness and understanding within the IT
  Service Level process and negotiates, agrees and                                                                         demands on systems                                             o Invocation of the appropriate recovery               support organisation
                                                              prepare a price list of Services, if required
  controls any amendments necessary                                                                                        carries out ad-hoc performance and Capacity studies                 facilities                                        to maintain an awareness of technology advancements and IT
  acts as co-ordination point for any temporary                                                                            on request from IT management                                  o Resource management, direction and                   best practice, e.g. ITIL.
  Changes to service levels required                                                                                       is represented on the CAB, assessing and authorising                arbitration
                                                                                                                           Changes                                                        o Recovery site management.
                                                                                                                           ensures that regular and ad hoc audits are carried out
                                                                                                                           on the Capacity Management process
SMART: Specific- Measurable- Achievable- Realistic -        INTERFACES                                                   INTERFACES                                                 INTERFACES                                                 INTERFACES
Time based                                                    CfgM:                                                        IM- scripts for diagnostics                                SD, IM, PM                                                 ChM
SLA STRUCTURES                                                - manages assets and cost information                        - performance counters                                     - Provides historical data                                 - Input from AM is details of the planed maintenance regime
Customer Based – With a customer group                        SLM :                                                        PM- scripts for diagnostics                                - Customer liaison                                         - input to AM is schedule of planned maintenance activities
Service Based – For customers of a service (e-mail)           - cost provision impacts service..;                          - performance counters                                     ChM                                                        SLM
Multi-Level SLAs                                              - Supplied with cost of meeting current and new              ChM- assist in CAB assessing business impact               - Ensures the on-going accuracy of continuity plans        - provide information what is availability of the system for SLA
   Corporate Level – cover generic SLM issues                 requirements                                                 - raise RFC if needed                                      -                                                          - SLR provide availability requirements
   Customer Level                                             CM, AM:                                                      RM- helps with distribution strategy (network              CfgM                                                       FM
    Service Level                                             - Supplied with cost of meeting cap. and avail.              bandwidth,..)                                              - Identifies the core infrastructure                       - input to FM is cost of nonavailability
                                                              - some data shared – e.g. Machine data sharing               - after distribution capacity audits                                                                                  - output from FM cost associated with proposed upgrades to the
Meeting Customer Needs and Priorities: Customer
                                                                                                                           CfgM- gets information about CIs                            SLM                                                       infrastructure
satisfaction score/rating ; Average time to implement
SLA requests ; Number of SLAs in renegotiation ;                                                                           - stores capacity information in CMDB                       - understands the obligations of IT service provision     ITSCM
Number of SLAs requiring changes (targets not                                                                              SLM - Perf. And capacity targets                            FM                                                        - output from ITSCM is business impact assessment
attainable, etc.) ; Number of SLA issues logged                                                                            - assist SLM drafting OLAs                                  -                                                         - Input from AM is the availability and design criteria tom
Adherence To Service Levels: Number of SLA targets                                                                         FM - cost summary as part of capacity plan                  CM                                                        maintain “business as usual” by preventing or minimizing
missed ; Number of SLA targets threatened                                                                                  - resource utilization basis for charging                   - ensure business requirements are fully supported        impact of failure by use CFIA
Providing Services Cost Effectively: Current cost per                                                                      ITSCM - capacity needed for recovery options used           trough the appropriate IT hardware resources              CM
customer for delivery of services ; Percentage                                                                             - maintain ITSCM capacity requirements in line with         AM                                                        - input from AM is completed CFIA
improvement in delivery cost per customer                                                                                  production                                                  - delivers risk reduction measures to maintain            - input from CM is capacity plan
Controlling Service Delivery: Number of OLA issues                                                                         AM - Share common goal slow performance is                  business-as-usual
logged ; Number of Underpinning Contract issues                                                                            effectively the same as unavailability
logged                                                      Cost types:                                                                                                                                                                        AM methods and techniques
Maintaining Recognized Industry Acceptance For IT              Hardware, Software, Employment, Accommodation,                                                                                                                                    Redundancy and resilience
Quality: Number of ITs articles/white papers published ;       External services and Transfer                                                                                                                                                    Component Failure Impact analysis (CFIA)
Percentage IT Operations staff in industry (i.e; itSMF)     Cost Elements:                                                                                                                                                                       Fault tree Analysis (FTA)
programs ; Percentage progress towards industry             Breakdown of cost types (HW/ server/ NT/ HR server…)                                                                                                                                 CCTA Risk Analysis & Management Method (CRAMM)
certification (i.e; ISO9000) ; Dollars spent on external                                                                                                                                                                                         Service Outage Analysis (SOA)
communications activities
                                                                                                                                                                                                                                                 Technical Observation Post (TOP)
Maintaining an IT Service Culture: Percentage of IT
                                                                                                                                                                                                                                                 Incident Lifecycle Management
Operations staff ITIL-aware ; Number of IT Operations
staff ITIL certified ; Number of IT Operations staff with                                                                                                                                                                                        Continuous Improvements
advanced ITIL certification ; Number Of Agreed SLAs
Not Supported By OLAs/UCs
SLA Content                                                    ELEMENTS of fin. management
    General details                                            Budgeting
    Service hours                                              Accounting
    Roles and responsibilities                                 Charging
    Availability, Reliability, Maintainability &            Fin Management Cycle
    Serviceability                                          Planning annual:
    Service Performance                                        Budgeting (agree overall expenditure)
    Customer Support                                           IT Accounting (Establish standard unit cost for each
    Example incident targets                                   IT resource)
    Printing                                                   Charging (Establish Pricing policy, Publish price list)
    IT Service Continuity                                      Operational monthly:
    Security                                                   Budgeting (take actions to manage budget
    Change management Procedures                               expectations or charged costs)
    Charging                                                   IT Accounting (Monitor Expenditure by cost-centre)
    Quality / Customer perception                              Charging (Compile and issue bills)
    Administration (Reporting, service reviews,..)                                                                                                                                                                                   

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