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SLA, A Critical Tool to
Support Highly Stressed
SLA, A Critical Tool to
Support Highly Stressed
Business Processes
Business Processes
itSMF Annual Conference
November 2003
Agenda
1
Why SLAs?
2
ITIL Introduction
3
Service Level Management
4
Implementation Considerations
5
Wrap-up
2

DMR Consulting
1
Why SLAs?
Are they being served…?
How does IT
support my
business?
Where did my IT
expense $ go?
What level of IT
service am I
getting?
IT? Value?
Where’s the
connection?
Am I getting value
for my money?
4

DMR Consulting
Opposing Perspectives
IT View
Business View
¾
The business is only interested in
¾
Once IT projects end, it’s tough to
projects, not operations & maintenance.
see what drives IT costs.
¾
The business keeps asking us to
¾
IT does not have a good handle
reduce expense $, while creating more
on controlling its expense $.
demand.
¾
I’m unsure of how my IT
¾
The business often expects
demands create costs – it’s a
something for nothing.
mystery.
¾
The business has unrealistic
¾
I find it hard to get commitments
expectations of service levels.
on IT service levels.
¾
Why is this so difficult?
¾
Why is this so difficult?
5

DMR Consulting
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