Service Level Requirements Service Level Agreement (SLA) Inputs Underpinning Contracts (UC) Operational Level Agreements (OLA) Updated Service Level Agreement (SLA) Outputs Data Collection Document (DCD) General In cases of major services, management may wish to negotiate directly, with the Service Level Comments Manager acting as an advisor. Step Responsible Role Action Review Current Agreements Service Level Review agreements for: 3.1 Manager Similarities to proposed service(s) Potential impact or concern for resource or data conflicts Negotiate UC/OLAs Service Level Manager, CD For negotiate with external vendors in support and delivery of the UC’s, 3.2 Contract Managers, defined service External Vendors, For OLAs, negotiate with the internal organizations and groups in support and Infrastructure Leads delivery of the service Negotiate SLA Negotiate and obtain agreement between the Customer and the supplier of the service for specific SLA(s). will contain data specific to the service SLA’s written in business terms and will include: Service Level Availability and Capacity targets 3.3 Manager, Customer Support Requirements Representative IT Service Continuity Requirements Note: 3.2 and 3.3 are negotiated in parallel and iteratively until all impacted groups, including the customer, are in agreement. Agreement Reached? Have both the Customer and the Service Owner agreed to the terms of the Service Level 3.4 SLA? Manager, If Yes, go to Step 3.5 If no, go back to Steps 3.2 and 3.3
Inputs Service Level Requirements Service Level Agreement (SLA) Underpinning Contracts (UC) Operational Level Agreements (OLA) Outputs Updated Service Level Agreement (SLA) Data Collection Document (DCD) General Comments In cases of major services, management may wish to negotiate directly, with the Service Level Manager acting as an advisor. Step Responsible Role Action 3.1 Service Level Manager Review Current Agreements Review agreements for: Similarities to proposed service(s) Potential impact or concern for resource or data conflicts 3.2 Service Level Manager, CD Contract Managers, External Vendors, Infrastructure Leads Negotiate UC/OLAs For UC’s, negotiate with external vendors in support and delivery of the defined service For OLAs, negotiate with the internal organizations and groups in support and delivery of the service 3.3 Service Level Manager, Customer Representative Negotiate SLA Negotiate and obtain agreement between the Customer and the supplier of the service for specific SLA(s). SLA’s will contain data specific to the service written in business terms and will include: Availability and Capacity targets Support Requirements IT Service Continuity Requirements Note: 3.2 and 3.3 are negotiated in parallel and iteratively until all impacted groups, including the customer, are in agreement. 3.4 Service Level Manager, Agreement Reached? Have both the Customer and the Service Owner agreed to the terms of the SLA? If Yes, go to Step 3.5 If no, go back to Steps 3.2 and 3.3
FNAL_SLM_Policy_Process_Procedures-v1_1.docx