DS01 Define and manage service levels

focuses on

agreeing on service levels

identifying service requirements

monitoring the achievement of service levels

is controlled by

DS01.1 Service Level Management Framework Define a framework that provides a formalised service level management process between the customer and service provider. The framework should maintain continuous alignment with business requirements and priorities and facilitate common understanding between the customer and provider(s). The framework should include processes ...

DS01.2 Definition of Services Base definitions of IT services on service characteristics and business requirements. Ensure that they are organised and stored centrally via the implementation of a service catalogue portfolio approach.

DS01.3 Service Level Agreements Define and agree to SLAs for all critical IT services based on customer requirements and IT capabilities. This should cover customer commitments; service support requirements; quantitative and qualitative metrics for measuring the service signed off on by the stakeholders; funding and commercial ...

DS01.4 Operating Level Agreements Define OLAs that explain how the services will be technically delivered to support the SLA(s) in an optimal manner. The OLAs should specify the technical processes in terms meaningful to the provider and may support several SLAs.

DS01.5 Monitoring and Reporting of Service Level Achievements Continuously monitor specified service level performance criteria. Reports on achievement of service levels should be provided in a format that is meaningful to the stakeholders. The monitoring statistics should be analysed and acted upon to identify negative and positive trends for individual ...

DS01.6 Review of Service Level Agreements and Contracts Regularly review SLAs and underpinning contracts (UCs) with internal and external service providers to ensure that they are effective and up to date and that changes in requirements have been taken into account.

is part of

Deliver and Support (DS) is concerned with the actual delivery of required services, which includes service delivery, management of security and continuity, service support for users, and management of data and operational facilities.

refers to

[06.1] Service level management Objective: To define, agree, record and manage levels of service.

supports

Ensure satisfaction of end users with service offerings and service levels

Ensure transparency and understanding of IT cost, benefits, strategy, policies and service levels

Respond to business requirements in alignment with the business strategy