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Itil Service Level Agreements

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					Introduction
This document is one of a number of self-assessments of important processes, enabling you to establish the extent to which you
better practice guidance available from OGC (the Office of Government Commerce).

The self-assessment scheme is composed of a simple questionnaire which enables you to ascertain which areas should be add
overall process capability. The assessment is based on a generic framework which recognises that there are a number of struct
place for process management and for it to satisfy the overall intent and meet the needs of the customer.

To establish where a particular organisation stands in relation to the process capability framework, a variable number of que
questions are weighted, i.e. those which are deemed as having a slightly higher significance are considered mandatory for a '
These questions are denoted by a ‘M’ symbol.

Rationale of the self-assessment scoring system

Figure 1 illustrates the rationale of the scoring system used in this questionnaire. The initial level of the framework,
minimum level of prerequisite items are available to support the process activities. Level 1.5: Management Intent
statements, business objectives (or similar evidence of intent) providing both purpose and guidance in the transformation or

At the lowest levels of the framework model (see Figure 1), the questionnaire is written in generic terms regarding products
specific ITIL terms are used, based on the assumption that Organisations’ achieving higher level scores are more likely to

Level 2: Process Capability, examines the activities being carried out. The questions are aimed at identifying whether a minim
performed. Level 2.5: Internal Integration seeks to ascertain whether the activities are integrated sufficiently in order to fulfill th

Level 3: Products, examines the actual output of the process to enquire whether all the relevant products are being produced.
concerned with the review and verification of the process output to ensure that it is in keeping with the quality intent.

Level 4: Management Information, is concerned with the governance of the process and ensuring that there is adequate and t
process in order to support necessary management decisions. Level 4.5: External Integration, examines whether all the extern
discrete process and other processes have been established within the organisation. At this level, for IT service management,

Level 5: Customer Interface, is primarily concerned with the on-going external review and validation of the process to ensure th
the needs of the customer.

The goal of the self-assessment questionnaires is not to test whether there is complete conformance with ITIL. The aim is to giv
idea how well it is performing compared to ITIL best practice. The questionnaire also aims to create awareness of management
addressed to improve the overall process capability.




                                                                                       Management


                                                                                              4 Managament information


                                                               1.5 Management intent                3.5 Quality Control



                                                                                 2 Process Capability
                                             1 Prerequisites
                                                                           2.5 Internal Integration


                                                                                            4.5 External Integration
 Figure 1: The rationale of the self-assessment scoring system.
                                                                           Other Processes




Instructions:
Enter your contact details (in worksheet named 'Contact Details') so we can send you a comparison of your results against all
completed assessment.

Although we would prefer you to complete ALL assessments we will still process your data if you are only interested in a part
the rest.

Every assessment worksheet begins with and introduction to that particular assessment.
If you scroll down the page you will come to the assessment itself - the assessment is not immediately after the introduction be
off so we have designed it so every printed page will start and end at a convenient position for easy reading.
At the end of every assessment you will find a graph comparing your scores against the highest attainable.

Starting at Level 1: Pre-requisites, answer the questions with a Y (Yes) or a N (No) in the grey cells adjacent.
Each section has a minimum score to achieve before you move onto the next level. You will be told you if you pass or fail a
requirement you can still complete the rest of the assessment to see if how well you fair in all section. With this in mind
There is nothing to be gained by presenting an outcome that is not based on true answers.

The grey cells are the only editable regions so you do not have to worry about changing/deleting anything you shouldn't.

Email your completed assessment to
                                         Ida Wilson
Alternatively post it to: Ida Wilson, OGC, Research & Delivery (WFD), Rosebery Court, St. Andrews Business Park, Norwich NR7
 ling you to establish the extent to which your organisation has adopted the


you to ascertain which areas should be addressed next in order to improve the
ecognises that there are a number of struct ural elements which need to be in
eeds of the customer.

ty framework, a variable number of que stions should be answered. The
ficance are considered mandatory for a ' Yes' answer at each level of capability.




e initial level of the framework, Level 1: Prerequisites, ascertains whether the
evel 1.5: Management Intent, establishes whether there are organisational policy
e and guidance in the transformation or use of the prerequisite items.

en in generic terms regarding products and activities. At higher levels more
 higher level scores are more likely to use the ITIL vocabulary.

ons are aimed at identifying whether a minimum set of activities are being
are integrated sufficiently in order to fulfill the process intent.

l the relevant products are being produced. Level 3.5: Quality Control, is
 keeping with the quality intent.

 s and ensuring that there is adequate and timely information produced from th e
            , examines whether all the external interfaces and relationships between the
 At this level, for IT service management, use of full ITIL terminology may be expected.

ew and validation of the process to ensure that it remains optimised towards meeting


ete conformance with ITIL. The aim is to giv e the self-assessing organisation an
o aims to create awareness of management and control issues that may be




 4 Managament information




                                      3 Products
                                             5 Customer
                                             Interface



                                      Customer




a comparison of your results against all other respondents after you submit your


data if you are only interested in a particular assessment and do not wish to complete



 not immediately after the introduction because you may want to print the worksheet
sition for easy reading.
he highest attainable.

the grey cells adjacent.
ou will be told you if you pass or fail a section. If you do not reach the minimum
 ir in all section. With this in mind the assessment requires honesty in its completion.


ng/deleting anything you shouldn't.



, St. Andrews Business Park, Norwich NR7 0HS.
Your Contact Details
Name:
                       Type of
Organisation:
                       Organisation:
                       If Other please
Address 1:
                       specify:
Address 2:
Address 3:
Address 4:
Postcode:
E-mail:
Service Level Management
Service level management is the name given to the processes of planning, negotiating, co-
ordinating, monitoring, and reporting on Service Level Agreements (SLAs). The process includes the on-
going review of service achievement to ascertain that the required service quality is maintained and
wherever necessary improved.


SLAs contain specific targets against which performance can be evaluated. They also define the
responsibilities placed on all parties, in particular binding Service Delivery to offer an agreed quality of
service so long as the users constrain their demands within agreed limits. The relationship between
Service Delivery and its customers is therefore put on to a formal business-like footing similar to those
which exist between Service Delivery and its suppliers. When used in conjunction with the financial
management process, service level management provides the basis for running Service Delivery as a
business or profit centre.


Service level management provides a number of benefits not least of which is that it enables specific
targets to aim for and against which service quality can be monitored and measured. Furthermore, service
monitoring will allow weaknesses in existing services to be identified, so that the quality of service
provision can be improved.
                 ITIL Service Delivery Self Assessment: Service Level Management
                                                                                                   (Y)es or (N)o
    Level 1 - Pre-requisites
    1. Are at least some service level management (SLM) activities established within
M   the organisation, e.g. service definition, negotiation of SLA's etc?
                                                                                                                   0
    2. Have you identified the customers for your IT services?                                                     0
    3. Are service attributes identified?                                                                          0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
    'Y'
                                                                                                       FAIL        0
    Level 1.5 - Management Intent
    4. Has the purpose and benefits of service level management been disseminated
M   within the organisation?
                                                                                                                   0

    5. Has the appropriate data on which to base service levels been determined?                                   0
    6. Are there agreed procedures by which Service Level Agreements are negotiated
    and reviewed?
                                                                                                                   0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
    'Y'
                                                                                                       FAIL        0
    Level 2 - Process Capability

M 7. Have responsibilities for service level management activities been assigned?                                  0
M 8. Has a catalogue of existing services been compiled?                                                           0
M 9. Are there mechanisms for monitoring and reviewing existing service levels?                                    0
    10. Does the service catalogue give a clear and accurate picture of all services
    being provided?
                                                                                                                   0
    11. Are all customer service requests verified?                                                                0
    12. Do you have a mechanism leading to service improvement?                                                    0
    13. Are services prioritised in the service catalogue?                                                         0
    14. Do you have a mechanism for scheduling service implementations?                                            0
    15. Are the majority of services covered by SLAs?                                                              0
    16. Have all existing SLAs been reviewed and agreed by customers?                                              0
    17. Do the majority of SLAs have underpinning contracts and OLAs in place?                                     0
    18. Are there mechanisms in place to monitor and measure all items in existing
    SLAs?
                                                                                                                   0
    19. Are SLAs reviewed on a regular basis?                                                                      0
    20. Are the majority of SLAs, OLAs and underpinning contracts current?                                         0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 6 other answers
    'Y'
                                                                                                       FAIL        0
    Level 2.5 - Internal Integration
M 21. Do you compare service provision with the agreed service levels?                                             0
    22. Do you have a mechanism for keeping your service catalogue in line with
    new/changed services?
                                                                                                                   0
    23. Do you use service records to provide management and customers with
    meaningful information on the quality of service?
                                                                                                                   0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
    'Y'
                                                                                                       FAIL        0
    Level 3 - Products
M 24. Are standard service reports produced regularly?                                                             0
    25. Are the services and their components explicitly defined and what is excluded
    documented in SLA's?
                                                                                                                   0
    26. Do SLAs have clearly identified key targets for service hours, availability,
    reliability, support, response times and change handling?
                                                                                                                   0
    27. Are service components identified as configuration items (CIs)?                                            0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answers
    'Y'
                                                                                                       FAIL        0
    Level 3.5 - Quality Control
M 28. Are the standards and other quality criteria for SLM documented?                                             0
M 29. Are the personnel responsible for SLM activities suitably trained?                                           0
    30. Does the organisation set and review either targets or objectives for SLM?                                 0
    31. Does the organisation use any tools to support SLM?                                                        0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
    'Y'
                                                                                                   FAIL   0
    Level 4 - Management Information
    32. Do you provide management with information concerning service targets and
M   actual performance?
                                                                                                          0
    33. Do you provide management with information concerning trends in service level
M   breaches?
                                                                                                          0
    34. Do you provide management with information concerning standard service
    offerings?
                                                                                                          0
    35. Do you provide management with information concerning number of requests for
    new/changed services?
                                                                                                          0
    36. Do you provide management with information concerning trends in service level
    request?
                                                                                                          0
    37. Are SLA monitoring charts provided to give an overview of how achievements
    have measured up to targets?
                                                                                                          0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other answer
    'Y'
                                                                                                   FAIL   0
    Level 4.5 - External Integration

M 38. Does SLM actively involve Availability Management regarding service levels?                         0
    39. When negotiating service levels does SLM consult other service delivery and
    support areas like Capacity Management, Financial Management for IT Services,                         0
    Service Desk and Change Management ?
    40. Is SLM consulted by Change Management concerning potential impact of
    changes to agreed service levels?
                                                                                                          0
    41. Does SLM ensure that the service catalogue is integrated and maintained as
    part of the Configuration Management database (CMDB)?
                                                                                                          0
    42. Does SLM ensure that the incident and problem handling targets included in
    SLAs are the same as those in the Service Desk tools?
                                                                                                          0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other answers
    'Y'
                                                                                                   FAIL   0
    Level 5 - Customer Interface
    43. Do you check with the customer if the activities performed by Service Level
M   Management adequately support their business needs?
                                                                                                          0

M 44. Do you check with the customer that they are happy with the services provided?                      0
M 45. Are you actively monitoring trends in customer satisfaction?                                        0
    46. Are you feeding customer survey information into the service improvement
M   agenda?
                                                                                                          0
    47. Are you monitoring the customers value perception of the services provided to
M   them?
                                                                                                          0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions                     FAIL   0
                                                                                   10
                                                                                        12
                                                                                             14
                                                                                                  16
                                                                                                       18
                                                                                                            20
                                                                                                                 22
                                                                                                                      24
                                                                                                                           26
                                                                                                                                28
                                                                                                                                     30




                                                               0
                                                                   2
                                                                       4
                                                                           6
                                                                               8
                                            Pre-Requisites


                                        Management Intent


                                        Process Capability


                                        Internal Integration




Your Score
                                                  Products


                                            Quality Control




             Maximum Attainable Score
     Management Information


                                        External Integration
                                                                                                                                          Service Level Management Results




                                        Customer Interface
Financial Management for IT Services
 Financial management for IT services is concerned with helping the business to assess
whether its IT Service is doing the best it can with the money it has. The business has to
understand the true costs of providing a service and manage these costs professionally.
Financial Management of IT Services implements IT Accounting and Budgeting
processes, and often Charging processes for these IT Services, allocating IT expenditure
to services and recovering the costs of those services from the business customers to
whom they are provided.

Budgeting enables an organisation to:
-Predict the money required to run IT Services for a given period
-Ensure that actual spend can be compared with predicted spend at any point
-Reduce the risk of overspending
-Ensure that revenues are available to cover predicted spend (where charging is in
place)

IT Accounting enables an organisation to:
 -Account for the money spent in providing IT Services
 -Calculate the cost of providing IT Services to both internal and external customers
 -Perform cost-benefit or Return-on-Investment analyses
 -Identify the cost of changes

Charging enables an organisation to:
-Recover the costs of the IT Services from the customer of the service
-Operate the IT organisation as a business unit if required
-Influence user and customer behaviours

The scope of Financial Management of IT Services is taken to cover
hardware, software, people, accommodation, external services (e.g. outsourced
application development), and transfers (eg IT Service buying PCs on behalf of a business
customer).
     ITIL Service Delivery Self Assessment: Financial Management for IT Services
                                                                       (Y)es or (N)o
    Level 1: Pre-requisites
    1. Are at least some financial management activities
M established within the organisation, e.g. cost forecasting,                          0
    expenditure budgeting, service cost management?
    2. Are financial management activities assigned to specific
    individuals or functional areas?
                                                                                       0

    3. Has the organisation established financial data recording for
    workloads, services, hardware and software?
                                                                                       0
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 1 other answer 'Y'
                                                                           FAIL        0
    Level 1.5: Management Intent

    4. Have the purpose and benefits of financial management for
M IT services been disseminated within the organisation?                               0

    5. Has the scope of financial management activities and any
    applicable pricing policies been determined?
                                                                                       0
    6. Have goals for financial management in relation to IT
    expenditure and charging (IT cost recovery) been made                              0
    explicit?
    7. Are there agreed procedures covering the calculation and
    registration of IT costs?
                                                                                       0
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 2 other answers 'Y'
                                                                           FAIL        0
    Level 2: Process Capability
    8. Have responsibilities for various financial management
M   activities been assigned?
                                                                                       0
    9. Are there explicit procedures for expenditure planning and
M   budgeting?
                                                                                       0
    10. Are budgets monitored and are there regular reports on
M   expenditure vs budget?
                                                                                       0
    11. Are there explicit procedures for procuring goods and
    services?
                                                                                       0
    12. Are there suitable mechanisms for capturing and allocating
    incurred costs?
                                                                                       0
    13. Do you have procedures for forecasting unit costs for
    resources / services?
                                                                                       0

    14. Is there a defined process for managing service costs?                         0
    15. Have limits been set for capital and operational
    expenditure?
                                                                                       0
    16. Have you determined a pricing policy?                                          0
    17. Do you have procedures for planning cost recovery?                             0
    18. Do you have procedures for determining items which will                        0
    incur service charges?
    19. Do you have procedures for collecting cost and charging
    data at regular intervals?
                                                                                       0
    20. Do you have procedures for escalation in case of budget
    overruns?
                                                                                       0
    21. Do you have procedures for reporting on income?                                0
    22. Do you have procedures for compiling summaries on
    income versus expenditure?
                                                                                       0
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 5 other answers 'Y'
                                                                           FAIL        0
    Level 2.5: Internal Integration
    23. Does Financial Management for IT Services have
M responsibility for the completeness and correctness of the IT                        0
    service delivery expenditure and income reports?
    24. Are charging rates, if any, determined and evaluated on the
    basis of actual cost information and charging policy?
                                                                              0

    25. Is the cost classification and registration in line with the
    defined formal cost allocation structure?
                                                                              0
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 1 other answer 'Y'
                                                                       FAIL   0
    Level 3: Products
    26. Are standard reports concerning expenditure and income
M   produced on a regular basis?
                                                                              0
    27. Are budgets provided for all activities?                              0
    28. Is the sum of items costed equal to the total cost of
    providing the IT Services?
                                                                              0

    29. Are price lists available and understood by customers?                0

    30. Do you produce invoices for your customers, based on the
    central cost allocation and cost recovery structure?
                                                                              0

    31. Are invoices simple, accurate and issued on time?                     0
    32. Do you establish formal budgets for each customer?                    0
    33. Are audits conducted on a regular basis?                              0
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 3 other answers 'Y'
                                                                       FAIL   0
    Level 3.5: Quality Control
    34. Are the standards and other quality criteria applicable to
M   financial management activities explicit and applied?
                                                                              0
    35. Are the personnel responsible for financial management
M   activities suitably trained?
                                                                              0
    36. Does the organisation set and review either targets or
    objectives for financial management?
                                                                              0
    37. Does the organisation use suitable tools to support the
    financial management process?
                                                                              0
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 1 other answer 'Y'
                                                                       FAIL   0
    Level 4: Management Information
    38. Does Financial Management for IT Services provide
M information concerning forecasts of IT service delivery                     0
    expenditure?
    39. Does Financial Management for IT Services provide
M information concerning actual costs of providing resources and              0
    services against planned costs?

    40. Does Financial Management for IT Services provide
    information concerning financial targets for cost recovery?
                                                                              0

    41. Does Financial Management for IT Services provide
    information concerning estimated amount and cost of
    resources to be provided or 'sold' during the next financial
                                                                              0
    year?
    42. Does Financial Management for IT Services provide
    information concerning actual income by resource, service and             0
    customer against planned income?
    43. Does Financial Management for IT Services provide
    information concerning performance of managing service costs              0
    against financial target?
    44. Does Financial Management for IT Services provide
    information concerning actions necessary to achieve financial             0
    targets?

    45. Does Financial Management for IT Services provide
    information concerning analysis of deviations from plans?
                                                                              0

    46. Does Financial Management for IT Services provide
    information concerning the current charging policies & IT                 0
    Accounting methods?
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 3 other answers 'Y'
                                                                       FAIL   0


    Level 4.5: External Integration


    47. Do you hold regular meetings with interested parties in
M which financial management matters are discussed?                           0
    48. Does Financial Management exchange information with
M Service Management covering cost total, broken down by                      0
    business area?
    49. Does Financial Management exchange information with
M Service Management covering revenue total, broken down by                   0
    business area?
    50. Does Financial Management exchange information with
    Service Management covering problems and costs associated                 0
    with IT accounting?
    51. Does Financial Management exchange information with
    Service Management covering information pertinent to service              0
    charging?
    52. Does Financial Management exchange information with
M   Capacity Management to determine pricing policy?
                                                                              0
    53. Does Financial Management exchange information with
M   Capacity Management to forecast unit costs?
                                                                              0
    54. Does Financial Management exchange information with
    Capacity Management for planning cost recovery?
                                                                              0

    55. Does Financial Management exchange information with
    Change Management in order to manage service costs (review                0
    of service levels, prices charged for resources, etc.)?

    56. Does Financial Management exchange information with
    Configuration Management concerning procured items?
                                                                              0

    57. Does Financial Management exchange information with
    Configuration Management to forecast unit cost?
                                                                              0
    58. Does Financial Management exchange information with
    Configuration Management for capturing and allocating input               0
    costs?
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 2 other answers 'Y'
                                                                       FAIL   0
    Level 5: Customer Interface
    59. Do you check with the customer if the activities performed
M by financial management adequately support their business                   0
    needs?
    60. Do you check with the customer if they are happy with the
M   services provided?
                                                                              0

M 61. Are you actively monitoring trends in customer satisfaction?            0
    62. Are you feeding customer survey information into the
M service improvement agenda?                                                 0
    63. Are you monitoring the customers value perception of the
M services provided to them?                                                  0
    Minimum score to achieve this level: 'Y' for all mandatory ('M')
    questions + 2 other answer 'Y'
                                                                       FAIL   0
                                                                    5


                                                                0
                                                                                       25
                                                                                                      40




                                                                        10
                                                                             15
                                                                                  20
                                                                                            30
                                                                                                 35

                                             Pre-Requisites



                                         Management Intent



                                         Process Capability



                                         Internal Integration




Your Score
                                                   Products




              Maximum Attainable Score
                                             Quality Control
                                                                                                           Financial Management Results




             Management Information



                                         External Integration



                                         Customer Interface
Capacity Management
The aim of Capacity Management is to match the supply of IT resources to customer
demands for them. The process is needed to support the optimum and cost-effective
provision of IT services by helping organisations to match their IT resources to the
demands of the business. It is concerned with having the appropriate IT capacity and
with making the best use of it.
The demand for IT resources is based on agreeing with users of IT services, levels to
which those services will be delivered, based on business requirements and
embodied within service level agreements.
The customer's needs are assessed by forecasting the likely growth in demand for
current services and by sizing new service elements. The desired service levels
required can then be agreed with service users, based on business needs. The sub-
processes associated with capacity management are concerned with forecasting
workload, sizing applications, and maintaining a Capacity Plan in order to meet
existing and future needs.
The Capacity Plan is beneficial to both Systems Management and Purchasing in
order to gain visibility of the schedule and likely infrastructure changes necessary to
maintain service at the required levels.


Assumed process conditions:
The scope of Capacity Management is assumed to be such that the entire technical
IT infrastructure is embraced. The infrastructure will include the network and
everything that is attached to the network such as servers and access points
(terminals and PCs). The scope of the process should include both operational and
development environments.
                      ITIL Service Delivery Self Assessment: Capacity Management
                                                                                           (Y)es or (N)o
    Level 1: Pre-requisites
    1. Are at least some capacity management activities established within the
M organisation, e.g. monitoring of usage and performance, capacity planning,                               0
    sizing of service elements etc?
    2. Are capacity management activities assigned to specific individuals or
    functional areas?
                                                                                                           0
    3. Are monitors available for hardware, software, networking & peripherals and
    does Capacity Management have access to them?
                                                                                                           0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
    answer 'Y'
                                                                                               FAIL        0
    Level 1.5: Management Intent
    4. Have the purpose and benefits of capacity management been disseminated
M   within the organisation?
                                                                                                           0
    5. Has the scope of capacity management been determined?                                               0
    6. Is the organisation committed to a corporate capacity management plan
    which includes future business requirements?
                                                                                                           0
    7. Is the organisation committed to producing a Capacity Plan?                                         0
    8. Is the organisation committed to the proactive management of the capacity of
    the network, servers and desk-top equipment?
                                                                                                           0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
    answer 'Y'
                                                                                               FAIL        0
    Level 2: Process Capability

M 9. Have responsibilities for capacity management activities been assigned?                               0
    10. Is there a process in place to ensure future business requirements for IT
M   services are incorporated into capacity management plans?
                                                                                                           0
    11. Does the organisation have a process to ensure that there is sufficient
M   capacity to support planned services?
                                                                                                           0
    12. Are services detailed in SLA's monitored, measured and growth/performance
M   predicted?
                                                                                                           0
    13. Are there mechanisms for analysing system usage and for reporting on
    performance?
                                                                                                           0
    14. Are service elements both defined and sized for new services?                                      0
    15. Is actual performance against agreed service levels recorded?                                      0
    16. Do you model systems behaviour under various workloads and provide
    tuning recommendations?
                                                                                                           0
    17. Is Capacity Management incorporated into all change and project planning
    processes?
                                                                                                           0
    18. Is the utilisation of each resource and service monitored on an on-going
    basis?
                                                                                                           0
    19. Are end-to-end service response times monitored?                                                   0
    20. Is trend analysis conducted to predict future resource management?                                 0
    21. Do you perform market testing of new and emerging technologies?                                    0
    22. Does the capacity management process provide input to the business
    continuity process?
                                                                                                           0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 4 other
    answer 'Y'
                                                                                               FAIL        0
    Level 2.5: Internal Integration
    23. Do you analyse business plans to ensure that there is sufficient capacity to
M   support planned services in anticipated time-scales?
                                                                                                           0
    24. Do you analyse usage and performance data in order to optimise resource
    utilisation?
                                                                                                           0
    25. Are required service levels and forecasts used to define and size service
    elements?
                                                                                                           0
    26. Do you identify variances, trends and deviations from plans in the utilisation
    of resources?
                                                                                                  0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
    answer 'Y'
                                                                                           FAIL   0
    Level 3: Products
M 27. Do you have a Capacity Management Database?                                                 0
M 28. Do you maintain a Capacity Plan?                                                            0
    29. Is the Capacity Management Database aligned with the Configuration
    Management Database?
                                                                                                  0

    30. Are standard reports concerning performance produced on a regular basis?                  0
    31. Are standard reports concerning the use and allocation of key resources
    produced on a regular basis?
                                                                                                  0
    32. Do you produce forecasts of new workloads and their resource
    requirements?
                                                                                                  0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
    answers 'Y'
                                                                                           FAIL   0
    Level 3.5: Quality Control
    33. Are the standards and other quality criteria applicable to capacity
M   management activities explicit and applied?
                                                                                                  0
    34. Are the personnel responsible for capacity management activities suitably
M   trained?
                                                                                                  0
    35. Does the organisation set and review either targets or objectives for capacity
    management?
                                                                                                  0
    36. Does the organisation have suitable tools to support capacity management
    activities?
                                                                                                  0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
    answer 'Y'
                                                                                           FAIL   0
    Level 4: Management Information
    37. Does Capacity Management provide information concerning resource
M   utilisation?
                                                                                                  0
    38. Does Capacity Management provide information concerning infrastructure
M   requirements for maintaining service levels?
                                                                                                  0
    39. Does Capacity Management provide information concerning performance
    trends?
                                                                                                  0
    40. Does Capacity Management provide information concerning utilisation of
    chargeable resources?
                                                                                                  0
    41. Does Capacity Management provide information concerning details of
    proposed new workloads?
                                                                                                  0
    42. Does Capacity Management provide information concerning
    recommendations based on technology trends / emerging technology?
                                                                                                  0
    43. Does Capacity Management provide information concerning variances
    between planned and actual capacity utilisation?
                                                                                                  0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
    answer 'Y'
                                                                                           FAIL   0
    Level 4.5: External Integration
    44. Do you hold regular meetings with interested parties in which capacity
M   management matters are discussed?
                                                                                                  0
    45. Does Capacity Management exchange information with Service Level
M   Management concerning services and workloads to be monitored?
                                                                                                  0
    46. Does Capacity Management exchange information with Service Level
M   Management concerning proposed service levels for new workloads?
                                                                                                  0
    47. Does Capacity Management exchange information with Financial
    Management for IT Services concerning chargeable resource utilisation?
                                                                                                  0
    48. Does Capacity Management exchange information with Configuration
    Management to obtain details of IT components and workload deployment                         0
    across them?
    49. Does Capacity Management exchange information with Change
    Management for details of any changes proposed to existing workloads and to                   0
    feed back the results of a performance impact analysis?
    50. Does Capacity Management exchange information with IT Service Continuity
    Management to incorporate ITSCM requirements for all recovery options into the                0
    Capacity Plan?
    51. Does Capacity Management exchange information with IT Service Continuity
    Management to assess the impact of RFCs on recovery options?
                                                                                                                                                                                                                                 0

    52. Does Capacity Management share use of the CMDB and other common
    tools for planning, monitoring and alerting with Availability Management ?
                                                                                                                                                                                                                                 0

    53. Does Capacity Management exchange information with Applications
    Management regarding the development of new and existing systems?
                                                                                                                                                                                                                                 0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 3 other
    answers 'Y'
                                                                                                                                                                                                     FAIL                        0
    Level 5: Customer Interface
    54. Do you check with the customer if the activities performed by Capacity
M   Management adequately support their business needs?
                                                                                                                                                                                                                                 0

M 55. Do you check with the customer if they are happy with the services provided?                                                                                                                                               0
M 56. Are you actively monitoring trends in customer satisfaction?                                                                                                                                                               0
    57. Are you feeding customer survey information into the service improvement
M   agenda?
                                                                                                                                                                                                                                 0
    58. Are you monitoring the customers value perception of the services provided
M   to them?
                                                                                                                                                                                                                                 0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions                                                                                                                       FAIL                        0




                                                                     Capacity Management Results
                      40



                      35



                      30



                      25



                      20



                      15



                      10



                        5



                        0
                                                 Management Intent




                                                                                                                                   Quality Control
                                Pre-Requisites




                                                                                                                                                     Management Information
                                                                                                                        Products




                                                                                                                                                                              External Integration
                                                                       Process Capability




                                                                                                                                                                                                            Customer Interface
                                                                                                 Internal Integration




                                                                                            Maximum Score Attainable
                                                                                            Your Score
IT Service Continuity Management
IT service continuity management (ITSCM) is concerned with the organisation’s ability to
continue to provide a pre-determined and agreed level of IT services to support the minimum
business requirements following a business service interruption.

ITSCM is a vital subset of, and provides support to the overall business continuity management
(BCM) process by ensuring that the required IT services / facilities (including computer
systems, networks, applications, telecommunications, technical support and Service Desk) can
be recovered within required and agreed business time-scales.

The ITSCM process is based on the identification of the required, minimum levels of business
operation that are required following an incident, and the necessary systems, facilities and
service requirements. It is driven by these business needs, not by the perceived needs of the
IT community, and requires senior management commitment.

The process covers:

Risk / Priority Analysis:
Examining the risks and threats to IS services, and the development of an IT risk reduction or
mitigation programme to deliver the continuity requirements necessary to provide the required
level of business operation.
The identification of business operational priorities influences the determination of critical
services and data, and their relative priorities in the event of a contingency situation (e.g. a
disaster).

Planning for Contingency:
This covers the development, proving, sign-off and ongoing maintenance of plans to be
invoked in the event of a range of contingency scenarios. The main product is a detailed set of
contingency plans.

Risk Management:
This covers the active management of identified risks, beyond the normal recovery procedures
embodied in the contingency plans, with particular emphasis on prevention or reduction of risk.
                     ITIL Service Delivery Self Assessment: IT Service Continuity
                                                                                     (Y)es or (N)o
    Level 1: Pre-requisites
    1. Are at least some IT service continuity activities established within the
M organisation, e.g. business impact assessment, development of recovery                             0
    plans?
    2. Have the minimum operational requirements been determined by the
    business?
                                                                                                     0
    3. Has the organisation developed a business continuity strategy?                                0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
    other answer 'Y'
                                                                                         FAIL        0
    Level 1.5: Management Intent
    4. Has the purpose and benefits of IT service continuity planning been
M   disseminated within the organisation?
                                                                                                     0
    5. Is there senior management commitment for the implementation of IT
M   service continuity measures?
                                                                                                     0

    6. Has the scope of IT service continuity activity been determined – i.e.
    identifying, prioritising and documenting all business critical processes?
                                                                                                     0

    7. Has a business impact analysis been carried out?                                              0
    8. Is there regular testing of the IT Service Continuity Management
    procedures?
                                                                                                     0

    9. Are the necessary resources being made available for the complete
    business continuity life-cycle stages through a strategic directive?
                                                                                                     0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2
    other answers 'Y'
                                                                                         FAIL        0
    Level 2: Process Capability
    10. Have responsibilities for IT service continuity activities been
M   assigned?
                                                                                                     0
    11. Have the minimum business critical requirements been determined
M   through business impact analysis?
                                                                                                     0
    12. Has a risk assessment been conducted?                                                        0
    13. Is there an overall co-ordination plan for implementation, including
    emergency response, damage assessment, salvage, identification of vital                          0
    records etc?

    14. Have the ITSCM components for business continuity been identified?                           0
    15. Is there a check-list covering the specific actions required during all
    stages of recovery of the system?
                                                                                                     0
    16. Is there a formal procedure for testing and reviewing contingency
    plans?
                                                                                                     0

    17. Is there an IT risk reduction or mitigation programme to implement
    mechanisms in order to deliver the continuity requirements?
                                                                                                     0

    18. Is there a formal procedure for invoking recovery?                                           0
    19. Is guidance on the invocation process readily available, including
    details of associated action and decision points?
                                                                                                     0
    20. Has a crisis management team been established?                                               0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 4
    other answers 'Y'
                                                                                         FAIL        0
    Level 2.5: Internal Integration
    21. Is ITSC management responsible for the completeness of the IT
M   contingency plans?
                                                                                                     0
    22. Do business continuity planners inform ITSC management of the
    required service criticality / priority?
                                                                                                     0
    23. Are ITSCM plans regularly reviewed, and the procedures and
    processes tested and updated where necessary?
                                                                                                     0
    24. Is there an established planning structure clearly identifying
    responsibility for overall co-ordination of the recovery?
                                                                                                     0
    25. Are the technical activities necessary in order to invoke the
    contingency measures fully documented, so that IT personnel can                                  0
    undertake recovery actions?
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2
    other answers 'Y'
                                                                                     FAIL   0
    Level 3: Products
    26. Are reports concerning risk assessments and risk mitigation measures
M   produced regularly?
                                                                                            0
    27. Does ITSC management produce reports on alternative IT
    contingency planning options that would provide potentially acceptable                  0
    service levels for cost consideration?
    28. Are formal Requests for Change issued in order to amend ITSCM
    arrangements?
                                                                                            0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
    other answer 'Y'
                                                                                     FAIL   0
    Level 3.5: Quality Control
    29. Are the standards and other quality criteria for ITSCM made explicit
M   and applied?
                                                                                            0

M 30. Are the personnel responsible for ITSCM activities suitably trained?                  0
    31. Does the organisation set and review either targets or objectives for
    ITSCM?
                                                                                            0
    32. Does the organisation use any tools or proprietary methods for
    conducting risk assessments and/or keeping the IT contingency plans up-                 0
    to-date?
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1
    other answer 'Y'
                                                                                     FAIL   0
    Level 4: Management Information
    33. Does ITSC management provide information concerning areas and
    nature of vulnerability to the continuation of business operations?
                                                                                            0
    34. Does ITSC management provide information concerning IT
    contingency planning options?
                                                                                            0
    35. Does ITSC management provide information concerning the IT
M   contingency plans?
                                                                                            0
    36. Does ITSC management provide information concerning changes to
    the IT contingency plans?
                                                                                            0
    37. Does ITSC management provide information concerning verification
    tests of recovery plans?
                                                                                            0

    38. Does ITSC management provide information concerning risk
    mitigation (source and nature of risk, proportion avoided / reduced)?
                                                                                            0

    39. Does ITSC management provide information concerning effectiveness
M of business continuity strategy?                                                          0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 3
    other answers 'Y'
                                                                                     FAIL   0
    Level 4.5: External Integration

M 40. Are regular meetings held with business continuity planners (BCM)?                    0
    41. Does ITSC management exchange information with Availability
M Management for risk mitigation?                                                           0
    42. Does ITSC management exchange information with Availability
M Management for testing availability management components of the plan,                    0
    including operating level agreements / support contracts?
    43. Does ITSC management exchange information with Change
M Management for consideration of changes which may affect the currency                     0
    and accuracy of IT Continuity Plans?
    44. Does ITSC management exchange information with Change
M Management for assessment of proposed changes and actions                                 0
    necessary to avoid / reduce risks?
    45. Does ITSC management exchange information with Capacity
    Management for consideration of capacity / storage risks and                            0
    implications?
    46. Does ITSC management exchange information with Capacity
    Management for specific capacity / storage requirements for recovery                    0
    plan tests?
    47. Does ITSC exchange information with Service Level Management for
    cross-references between SLAs and IT contingency plans, and specific                    0
    service levels during contingency or recovery situations?

    48. Does ITSC management exchange information with Configuration
    Management for contingency requirements and final configuration details,                0
    ensuring currency of configuration details used?

    49. Does ITSC management exchange information with Configuration
    Management for full relationship between components and services?
                                                                                            0

    50. Does ITSC management exchange information with Problem
    Management and Incident Management for reviewing major incidents?
                                                                                            0

    51. Does ITSC management exchange information with Problem
    Management and Incident Management for discussion of problems
    where cause / resolution is possibly within the domain of ITSC
                                                                                            0
    management?
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 4
    other answers 'Y'
                                                                                     FAIL   0
    Level 5: Customer Interface
    52. Do you check with the customer if the activities performed by ITSC
M   management adequately support their business needs?
                                                                                            0
M   53. Are you actively monitoring trends in customer satisfaction?                        0
M 54. Are you actively monitoring trends in customer satisfaction?                          0
    55. Are you feeding customer survey information into the service
M improvement agenda?                                                                       0
    56. Are you monitoring the customers value perception of the services
M   provided to them?
                                                                                            0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions       FAIL   0
                                                           10
                                                                12
                                                                     14
                                                                          16
                                                                               18
                                                                                    20
                                                                                         22
                                                                                              24
                                                                                                   26
                                                                                                        28




                                       0
                                           2
                                               4
                                                   6
                                                       8
                    Pre-Requisites



            Management Intent



                Process Capability



                Internal Integration



                          Products




Attainable
Your Score
                    Quality Control




Maximum Score
                                                                                                             IT Service Continuity Results




  Management Information



            External Integration



            Customer Interface
Availability Management
Availability management is the optimisation of the availability and reliability of IT
services and of the supporting IT infrastructure and organisation, in order to ensure that
the requirements of the business are met.
Availability management entails systematically undertaking preventative and corrective
maintenance of IT services, within justifiable cost.
Technical, organisational, procedural, security and contractual aspects have an
important role in this process.

The aspects of availability management to be covered by this questionnaire are:

Reliability:
the capability of an IT component to perform a required function under stated conditions
for a stated period of time.

Maintainability:
the capability of an IT component or IT service to be retained in, or restored to, a state in
which it can perform its required functions.

Serviceability:
a contractual term which is used to define the availability of IT components as agreed
with external organisations supplying and maintaining these components.

Security:
providing access to IT components or IT services under secure conditions.
                    ITIL Service Delivery Self Assessment: Availability Management
                                                                                            (Y)es or (N)o
    Level 1: Pre-requisites
    1. Are at least some availability management activities established within the
M organisation, e.g. monitoring of service components, analysis of service                                  0
    availability?
    2. Are availability management activities assigned to specific individuals or
    functional areas?
                                                                                                            0
    3. Have the availability requirements of the business been identified and
    documented?
                                                                                                            0
    4. Are there mechanisms in place for identifying service (un)availability and IT
    component failure?
                                                                                                            0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
    answer 'Y'
                                                                                                FAIL        0
    Level 1.5: Management Intent
    5. Has the purpose and benefits of availability management been disseminated
M   within the organisation?
                                                                                                            0
    6. Is the organisation committed to the monitoring of third party performance in
    relation to service targets?
                                                                                                            0
    7. Is your organisation committed to producing an IT service availability plan
    periodically?
                                                                                                            0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
    answer 'Y'
                                                                                                FAIL        0
    Level 2: Process Capability
    8. Have responsibilities for various availability management activities been
M   assigned?
                                                                                                            0
    9. Is there a single point of accountability (process owner) for capacity
M   management ?
                                                                                                            0
    10. Has the scope of availability management been established within the
M   organisation?
                                                                                                            0
    11. Do you have procedures for monitoring, analysing, and forecasting service
M   availability?
                                                                                                            0
    12. Do you have procedures for agreeing, monitoring and measuring contracted
    service support?
                                                                                                            0
    13. Is there an established process for improving IT system resilience?                                 0
    14. Do you have procedures for managing data backup and recovery?                                       0
    15. Do you have defined targets for the availability, reliability and maintainability
    of IT infrastructure components that are documented and agreed in SLAs, OLAs                            0
    and contracts?
    16. Do you carry out monitoring and trend analysis of the availability, reliability
    and maintainability of IT infrastructure components?
                                                                                                            0

    17. Do you investigate the underlying reasons for unacceptable availability?                            0
    18. Do you produce and maintain an availability plan that prioritises and plans for
    IT availability improvements?
                                                                                                            0
    19. Are there explicit procedures for maintaining IT security?                                          0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 4 other
    answers 'Y'
                                                                                                FAIL        0
    Level 2.5: Internal Integration
    20. Are service availability detailed requirements reviewed, registered and used
M   to inform the IT availability plan?
                                                                                                            0
    21. Are service availability details used to identify trends and to forecast future
    service availability levels?
                                                                                                            0
    22. Are proposed changes to improve service availability underpinned with
    service availability trends and forecasts?
                                                                                                            0
    23. Are availability design criteria reviewed to provide additional resilience to
    prevent or minimise the impact on the business?
                                                                                                            0
    24. Are all new/changed configuration items designed and tested to meet the
    availability criteria?
                                                                                                            0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
    answers 'Y'
                                                                                                FAIL        0
    Level 3: Products

M 25. Are standard reports on IT service availability produced on a regular basis?                          0
    26. Is there an IT service availability plan and is it regularly reviewed?                    0
    27. Do the measures and reporting on availability, reliability and maintainability
    accurately reflect the perspectives of the business, User and IT support                      0
    organisation?
    28. Are formal Requests for Change issued to request service availability
    improvement measures?
                                                                                                  0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
    answers 'Y'
                                                                                           FAIL   0
    Level 3.5: Quality Control
    29. Are the standards and other quality criteria made explicit and applied to
M   availability management activities?
                                                                                                  0
    30. Are the personnel responsible for availability management activities suitably
M   trained?
                                                                                                  0
    31. Does the organisation set and review either targets or objectives for
    availability management?
                                                                                                  0
    32. Does the organisation use suitable tools to support the availability
    management process?
                                                                                                  0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 1 other
    answer 'Y'
                                                                                           FAIL   0
    Level 4: Management Information
    33. Does Availability Management provide information concerning service
M   availability and component failure?
                                                                                                  0
    34. Does Availability Management provide information concerning response
M   times?
                                                                                                  0
    35. Does Availability Management provide information concerning
M   recommendations / proposed changes for improvements in IT service                             0
    availability?
    36. Does Availability Management provide information concerning dependency of
    IT services on the operational status of their components?
                                                                                                  0
    37. Does Availability Management provide information concerning evaluation of
    preventative measures?
                                                                                                  0
    38. Does Availability Management provide information concerning IT service
    availability plan?
                                                                                                  0
    39. Does Availability Management provide information concerning change
    assessments?
                                                                                                  0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 2 other
    answers 'Y'
                                                                                           FAIL   0
    Level 4.5: External Integration
    40. Do you hold regular meetings with interested parties in which ITSCM matters
M   are discussed?
                                                                                                  0
    41. Does Availability Management exchange information with Problem
M   Management concerning IT service downtime?
                                                                                                  0
    42. Does Availability Management exchange information with Problem
M   Management concerning configuration items which are the root cause of service                 0
    disruption?
    43. Does Availability Management exchange information with Problem
M Management concerning the need for change or preventative maintenance as                        0
    proactive problem management measures?
    44. Does Availability Management exchange information with Capacity
M Management for ensuring that the availability plan takes into account trends in                 0
    system usage?
    45. Does Availability Management exchange information with Change
    Management concerning proposed change assessments?
                                                                                                  0

    46. Does Availability Management exchange information with Change
    Management concerning changes necessary to improve IT service availability?
                                                                                                  0

    47. Does Availability Management exchange information with Service
    Management to agree targets for the availability, reliability and maintainability of          0
    the IT infrastructure components that underpin IT Service(s)?

    48. Does Availability Management exchange information with ITSCM to
    formulate the availability and recovery design criteria for the IT infrastructure?
                                                                                                  0
    49. Does Availability Management exchange information with Financial
    Management for IT Services to assess the cost of non-availability of services                                                                                                                                          0
    and help justify improvements identified within availability plans?
    50. Does Availability Management exchange information with the Service Desk
    concerning end-user complaints of poor IT service availability?
                                                                                                                                                                                                                           0
    51. Does Availability Management exchange information with Configuration
    Management to obtain data on configuration items and mean time between                                                                                                                                                 0
    failures?
    52. Does Availability Management exchange information with Applications
    Management to ensure that IT service availability is considered within the                                                                                                                                             0
    development lifecycle?
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions + 4 other
    answers 'Y'
                                                                                                                                                                                               FAIL                        0
    Level 5: Customer Interface
    53. Do you check with the customer if the activities performed by Availability
M   Management adequately support the business needs?
                                                                                                                                                                                                                           0
    54. Do you check with the customer that they are happy with the services
M   provided?
                                                                                                                                                                                                                           0
M   55. Are you actively monitoring trends in customer satisfaction?                                                                                                                                                       0
    56. Are you feeding customer survey information into the service improvement
M   agenda?
                                                                                                                                                                                                                           0
    57. Are you monitoring the customers value perception of the services provided
M   to them?
                                                                                                                                                                                                                           0
    Minimum score to achieve this level: 'Y' for all mandatory ('M') questions                                                                                                                 FAIL                        0


                                                            Availability Management Results
                     35


                     30


                     25


                     20


                     15


                     10


                       5


                       0
                                                                                                                                                                                                      Customer Interface
                                                                                          Internal Intergration




                                                                                                                             Quality Control



                                                                                                                                               Management Information



                                                                                                                                                                        External Integration
                                                                                                                  Products
                                                                     Process Capability
                                Pre-Requisites



                                                 Management Intent




                                                                                            Maximum Score Attainable
                                                                                            Your Score

				
DOCUMENT INFO
Description: Itil Service Level Agreements document sample