Problem Management makes use of when supporting end users. Provides SLA parameters so Problem Management can understand the required resolution times necessary to meet current SLA targets. Provides expectations for feedback needed to be provided to end users. Problem to Service Level Provides details on current escalation procedures that are in Management Management place to support current service level targets. (SLM) Provides details around escalation SLA breaches that might occur. Provides details around Major Problems. Performs Major Problem reviews to understand what went well and what could have gone better. Service Level to Change Service catalog and current service levels. Management Management Change to Service Level Schedule of changes so SLM will understand the potential Management Management impact of changes to current service levels. (SLM) Service Level to Capacity SLRs so that Capacity Management can effectively provide an Management Management effective solution to meet service levels and service demands. Capacity to Service Level Capacity plan, solutions and technology to assist in meeting Management Management current service level requirements (SLRs). (SLM) Service Level to Availability Service Level Level Requirements, SLA’s, Operating Management Management Agreements Underpinning Contracts (OLA’s), (UC’s) Service Catalogue Availability to Service Level Reports based on planned .vs. actual availability. Work with Management Management SLM to provide proper Service Level Agreement (SLA) targets. (SLM) Service Level to IT Service Service catalog Management Continuity Service level requirements and SLAs for critical services to Management ensure that these services are available during the event of a (ITSCM) disaster. ITSCM to Service Level Service continuity plan Management Vital business functions and recovery procedures to ensure that the required services are up and running during the event of a disaster. Service Level to Configuration Service catalog and supporting service level agreements. Management Management Configuration to Service Level CMDB providing details of all CIs and relationships that support Management Management the identified services agreed upon through Service Level (SLM) Management.
Problem Management makes use of when supporting end users. Provides SLA parameters so Problem Management can understand the required resolution times necessary to meet current SLA targets. Provides expectations for feedback needed to be provided to end users. Problem Management to Service Level Management (SLM) Provides details on current escalation procedures that are in place to support current service level targets. Provides details around escalation SLA breaches that might occur. Provides details around Major Problems. Performs Major Problem reviews to understand what went well and what could have gone better. Service Level Management to Change Management Service catalog and current service levels. Change Management to Service Level Management (SLM) Schedule of changes so SLM will understand the potential impact of changes to current service levels. Service Level Management to Capacity Management SLRs so that Capacity Management can effectively provide an effective solution to meet service levels and service demands. Capacity Management to Service Level Management (SLM) Capacity plan, solutions and technology to assist in meeting current service level requirements (SLRs). Service Level Management to Availability Management Service Level Requirements, SLA’s, Operating Level Agreements (OLA’s), Underpinning Contracts (UC’s) Service Catalogue Availability Management to Service Level Management (SLM) Reports based on planned .vs. actual availability. Work with SLM to provide proper Service Level Agreement (SLA) targets. Service Level Management to IT Service Continuity Management (ITSCM) Service catalog Service level requirements and SLAs for critical services to ensure that these services are available during the event of a disaster. ITSCM to Service Level Management Service continuity plan Vital business functions and recovery procedures to ensure that the required services are up and running during the event of a disaster. Service Level Management to Configuration Management Service catalog and supporting service level agreements. Configuration Management to Service Level Management (SLM) CMDB providing details of all CIs and relationships that support the identified services agreed upon through Service Level Management.
FNAL_SLM_Policy_Process_Procedures-v1_1.docx