Triggers Request for new service Inputs New Service Request Outputs Documented Service Level Requirements General None Comments Step # Responsible Role Action Gather Business Requirements Collect and negotiate the requirements from the business with input from: Service Liaisons Service Level 2.1 Service Owners Manager Governing documents such as MOU’s Remedy Incident Records. Go to 2.2 Assess Against Capabilities Assess requirements against current capabilities to determine if current Service Level capabilities meet the requirements. 2.2 Manager, Infrastructure Leads Refer to and for verification. OLA’s UC’s Go to 2.3. SLR Resolution? Determine how the SLR will be managed. Service Level 2.3 If Define Capabilities, go back to Procedure1.0 - Define Capabilities. Manager If Modify SLR, go to Step 2.4. If no action at this time, go to step 2.5. Modify SLR Service Level 2.4 After consulting with the customer modify the SLR as required. Manager Go to 2.5. Document Service Level Requirements (SLRs) Service Level Collect and document the SLRs and post them within the Service Level 2.5 Manager Management SharePoint site. Go to 2.6.
Triggers Request for new service Inputs New Service Request Outputs Documented Service Level Requirements General Comments None Step # Responsible Role Action 2.1 Service Level Manager Gather Business Requirements Collect and negotiate the requirements from the business with input from: Service Liaisons Service Owners Governing documents such as MOU’s Remedy Incident Records. Go to 2.2 2.2 Service Level Manager, Infrastructure Leads Assess Against Capabilities Assess requirements against current capabilities to determine if current capabilities meet the requirements. Refer to OLA’s and UC’s for verification. Go to 2.3. 2.3 Service Level Manager SLR Resolution? Determine how the SLR will be managed. If Define Capabilities, go back to Procedure1.0 - Define Capabilities. If Modify SLR, go to Step 2.4. If no action at this time, go to step 2.5. 2.4 Service Level Manager Modify SLR After consulting with the customer modify the SLR as required. Go to 2.5. 2.5 Service Level Manager Document Service Level Requirements (SLRs) Collect and document the SLRs and post them within the Service Level Management SharePoint site. Go to 2.6.
FNAL_SLM_Policy_Process_Procedures-v1_1.docx