Transcription
Service Level ManagementProcess Asset LibraryOffice of Information and Technology
Table of ContentsService Level Management Process Maps . 1Process: Service Level Management . 9Service Level Management Description and Goals . 11Description . 11Goals . 11Service Level Management RACI Information . 12Service Level Management Associated Artifacts Information . 21Service Level Management Tools and Web Sites Information. 21Service Level Management Standards Information . 22Service Level Management Process . 23Process Activity Name: SLM-01 Existing/New ISLA/ESLA? . 23Process Activity Name: SLM-02 Evaluate New ISLA/ESLA . 23Process Activity Name: SLM-02.01 Define Customer Requirements . 24Process Activity Name: SLM-02.02 Conduct Viability Analysis (Monitoring) 25Process Activity Name: SLM-02.03 More Information Needed? . 26Process Activity Name: SLM-02.04 OIT Customer? . 26Process Activity Name: SLM-02.05 Negotiate Draft ESLA . 27Process Activity Name: SLM-02.05.01 Draft ESLA . 27Process Activity Name: SLM-02.05.02 Review Draft ESLA . 28Process Activity Name: SLM-02.05.03 Approved? . 29Process Activity Name: SLM-02.05.04 Negotiate ESLA Changes . 30Process Activity Name: SLM-02.06 Negotiate Draft ISLA . 30Process Activity Name: SLM-02.06.01 Determine Service Provider Resources. 31Process Activity Name: SLM-02.06.02 Review Service Requirements . 32Process Activity Name: SLM-02.06.03 Draft ISLA . 33Process Activity Name: SLM-02.06.04 Approved? . 34Process Activity Name: SLM-02.06.05 Negotiate ISLA Changes . 35Process Activity Name: SLM-02.06.06 Approved? . 36Process Activity Name: SLM-02.07 Approved? . 36Process Activity Name: SLM-03 Monitor ISLA/ESLA . 37Process Activity Name: SLM-04 Conduct ISLA/ESLA Service Review . 38Process Activity Name: SLM-04.01 Provide Customer and User SatisfactionSurvey . 38Process Activity Name: SLM-04.02 Review Service Quality Reporting . 39Process Activity Name: SLM-04.03 Conduct Service Review . 40Process Activity Name: SLM-04.04 Non-Compliance Identified? . 41Service Level Managementii
Process Activity Name: SLM-04.05 Conduct Improvement ManagementProcess . 42Process Activity Name: SLM-04.05.01 Document Problem . 42Process Activity Name: SLM-04.05.02 Provide Initial Response . 43Process Activity Name: SLM-04.05.03 Identify Root Cause and CorrectiveAction . 44Process Activity Name: SLM-04.05.04 Approve Root Cause and CorrectiveAction . 45Process Activity Name: SLM-04.05.05 Notify Stakeholders of CorrectiveAction . 46Process Activity Name: SLM-04.05.06 Implement and Verify CorrectiveAction . 47Process Activity Name: SLM-05 Assess ISLA/ESLA Status . 47Process Activity Name: SLM-05.01 Extend ISLA/ESLA? . 48Process Activity Name: SLM-05.02 Prolong ISLA/ESLA . 48Process Activity Name: SLM-05.03 Withdraw ISLA/ESLA . 49Process Activity Name: SLM-06 Communicate and Enable ISLA/ESLA . 51Process Activity Name: SLM-06.01 Submit/Revise ISLA/ESLA ApprovalRequest . 51Process Activity Name: SLM-06.02 Review ISLA/ESLA Request. 52Process Activity Name: SLM-06.03 Review ISLA/ESLA Request. 53Process Activity Name: SLM-06.04 Approved by Customer? . 54Process Activity Name: SLM-06.05 Approved by Service Provider? . 55Process Activity Name: SLM-06.06 Adjudicate Comments . 56Process Activity Name: SLM-06.07 ISLA? . 57Process Activity Name: SLM-06.08 ESLA Approved? . 57Process Activity Name: SLM-06.09 ISLA Approved?. 58Process Activity Name: SLM-06.10 Notify Stakeholders of Approval . 58Process Activity Name: SLM-06.11 Enable Approved ISLA/ESLA. 59Process Activity Name: SLM-06.12 Store ISLA/ESLA Documentation . 60Service Level Managementiii
Service Level Management Process MapsThe links in this process map are inactive. Please scroll to view activity data.1
The links in this process map are inactive. Please scroll to view activity data.2
The links in this process map are inactive. Please scroll to view activity data.3
The links in this process map are inactive. Please scroll to view activity data.4
The links in this process map are inactive. Please scroll to view activity data.5
The links in this process map are inactive. Please scroll to view activity data.6
The links in this process map are inactive. Please scroll to view activity data.7
The links in this process map are inactive. Please scroll to view activity data.8
Process: Service Level ManagementOverview: The process map for Service Level Management cycles through the following processand review activities:SLM-01 Existing/New ISLA/ESLA?SLM-02 Evaluate New ISLA/ESLASLM-02.01 Define Customer RequirementsSLM-02.02 Conduct Viability Analysis (Monitoring)SLM-02.03 More Information Needed?SLM-02.04 OIT Customer?SLM-02.05 Negotiate Draft ESLASLM-02.05.01 Draft ESLASLM-02.05.02 Review Draft ESLASLM-02.05.03 Approved?SLM-02.05.04 Negotiate ESLA ChangesSLM-02.06 Negotiate Draft ISLASLM-02.06.01 Determine Service Provider ResourcesSLM-02.06.02 Review Service RequirementsSLM-02.06.03 Draft ISLASLM-02.06.04 Approved?SLM-02.06.05 Negotiate ISLA ChangesSLM-02.06.06 Approved?SLM-02.07 Approved?SLM-03 Monitor ISLA/ESLASLM-04 Conduct ISLA/ESLA Service ReviewSLM-04.01 Provide Customer and User Satisfaction SurveySLM-04.02 Review Service Quality ReportingSLM-04.03 Conduct Service ReviewSLM-04.04 Non-Compliance Identified?SLM-04.05 Conduct Improvement Management ProcessSLM-04.05.01 Document ProblemSLM-04.05.02 Provide Initial ResponseSLM-04.05.03 Identify Root Cause and Corrective ActionSLM-04.05.04 Approve Root Cause and Corrective ActionSLM-04.05.05 Notify Stakeholders of Corrective ActionSLM-04.05.06 Implement and Verify Corrective ActionSLM-05 Assess ISLA/ESLA StatusSLM-05.01 Extend ISLA/ESLA?SLM-05.02 Prolong ISLA/ESLASLM-05.03 Withdraw ISLA/ESLASLM-06 Communicate and Enable ISLA/ESLASLM-06.01 Submit/Revise ISLA/ESLA Approval RequestSLM-06.02 Review ISLA/ESLA RequestSLM-06.03 Review ISLA/ESLA RequestSLM-06.04 Approved by Customer?SLM-06.05 Approved by Service Provider?Service Level Management9
SLM-06.06 Adjudicate CommentsSLM-06.07 ISLA?SLM-06.08 ESLA Approved?SLM-06.09 ISLA Approved?SLM-06.10 Notify Stakeholders of ApprovalSLM-06.11 Enable Approved ISLA/ESLASLM-06.12 Store ISLA/ESLA DocumentationService Level Management10
Service Level Management Description and GoalsDescriptionThe purpose of the Service Level Management (SLM) process (ITIL 4 practice) is to set clearbusiness-based targets for IT service performance, so that the delivery of a service can beproperly assessed, monitored and managed against agreed upon targets. SLM involves thedefinition, documentation, and active management of internal and external service levelagreements.GoalsThe goals of the Office of Information and Technology (OIT) SLM process is to: Ensure service level targets are in alignment with the strategic goals and priorities of theVA business linesEstablish continuous monitoring, reporting, and review of Internal Service Level Agreements (ISLA) and External Service Level Agreements (ESLA), formerly known as ServiceLevel Agreements (SLA’s) and Operational Level Agreements (OLA’s) Implement standardized and coordinated escalation measuresReduce waste by developing value-based steps to address non-compliance with service level targets OITCo-create value by creating a shared view of service quality between business lines andService Level Management11
Service Level Management RACI InformationThe following describes the RACI information for this process:SLM-01 Existing/New ISLA/ESLA?Responsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-02.01 Define Customer RequirementsResponsible Role: CustomerAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: Service ProviderSLM-02.02 Conduct Viability Analysis (Monitoring)Responsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: IT Operations and Services Monitoring TeamInformed Role: None ListedSLM-02.03 More Information Needed?Responsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-02.04 OIT Customer?Responsible Role: Service Management OfficeService Level Management12
Accountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-02.05.01 Draft ESLAResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Customer; Service ProviderInformed Role: None ListedSLM-02.05.02 Review Draft ESLAResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Customer; Service ProviderInformed Role: None ListedSLM-02.05.03 Approved?Responsible Role: CustomerAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-02.05.04 Negotiate ESLA ChangesResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Customer; Service ProviderInformed Role: None ListedSLM-02.06.01 Determine Service Provider ResourcesService Level Management13
Responsible Role: Service ProviderAccountable Role: Service Management OfficeConsulted Role: IT Operations and Services Monitoring TeamInformed Role: None ListedSLM-02.06.02 Review Service RequirementsResponsible Role: Service ProviderAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-02.06.03 Draft ISLAResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Customer; Service ProviderInformed Role: None ListedSLM-02.06.04 Approved?Responsible Role: CustomerAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-02.06.05 Negotiate ISLA ChangesResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Service ProviderInformed Role: CustomerService Level Management14
SLM-02.06.06 Approved?Responsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-02.07 Approved?Responsible Role: Service Level Management BoardAccountable Role: Service Level Management Board ChairpersonConsulted Role: None ListedInformed Role: None ListedSLM-03 Monitor ISLA/ESLAResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-04.01 Provide Customer and User Satisfaction SurveyResponsible Role: Customer Relationship ManagerAccountable Role: Account Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-04.02 Review Service Quality ReportingResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedService Level Management15
SLM-04.03 Conduct Service ReviewResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Customer; Service ProviderInformed Role: None ListedSLM-04.04 Non-Compliance Identified?Responsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-04.05.01 Document ProblemResponsible Role: AuditorAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-04.05.02 Provide Initial ResponseResponsible Role: Customer; Service ProviderAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-04.05.03 Identify Root Cause and Corrective ActionResponsible Role: Continuous Improvement SMEAccountable Role: Service Management OfficeConsulted Role: None ListedService Level Management16
Informed Role: None ListedSLM-04.05.04 Approve Root Cause and Corrective ActionResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-04.05.05 Notify Stakeholders of Corrective ActionResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: StakeholdersSLM-04.05.06 Implement and Verify Corrective ActionResponsible Role: Continuous Improvement SMEAccountable Role: Service Management OfficeConsulted Role: IT Operations and Services Monitoring TeamInformed Role: None ListedSLM-05.01 Extend ISLA/ESLA?Responsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-05.02 Prolong ISLA/ESLAResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeService Level Management17
Consulted Role: Customer; Service ProviderInformed Role: None ListedSLM-05.03 Withdraw ISLA/ESLAResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Customer; Service ProviderInformed Role: None ListedSLM-06.01 Submit/Revise ISLA/ESLA Approval RequestResponsible Role: Service Management OfficeAccountable Role: Service Level Management BoardConsulted Role: None ListedInformed Role: Customer; Service ProviderSLM-06.02 Review ISLA/ESLA RequestResponsible Role: Service ProviderAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-06.03 Review ISLA/ESLA RequestResponsible Role: CustomerAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-06.04 Approved by Customer?Responsible Role: CustomerService Level Management18
Accountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-06.05 Approved by Service Provider?Responsible Role: Service ProviderAccountable Role: Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-06.06 Adjudicate CommentsResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Customer; Service ProviderInformed Role: None ListedSLM-06.07 ISLA?Responsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-06.08 ESLA Approved?Responsible Role: Service Level Management BoardAccountable Role: Service Level Management Board ChairpersonConsulted Role: None ListedInformed Role: None ListedSLM-06.09 ISLA Approved?Service Level Management19
Responsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedSLM-06.10 Notify Stakeholders of ApprovalResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: StakeholdersSLM-06.11 Enable Approved ISLA/ESLAResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: Customer; Service Provider; Service Level Management BoardInformed Role: None ListedSLM-06.12 Store ISLA/ESLA DocumentationResponsible Role: Service Management OfficeAccountable Role: Director, Service Management OfficeConsulted Role: None ListedInformed Role: None ListedService Level Management20
Service Level Management Associated Artifacts InformationAssociated Artifacts information (including hyperlinks) for this process include:Department of Veterans Affairs Service Level Agreement TemplateService-Level Agreement (SLA) Performance Report TemplateService Level Management Tools and Web Sites InformationThe Tools and Web Sites associated with this process (including hyperlinks) include:Monitoring Service RegistryProblem Record DashboardService Level Agreement Modification LogVA Systems InventoryService Level Management21
Service Level Management Standards InformationStandards associated with this process (including hyperlinks) include:ITIL 4 Practice GuidesService Level Management22
Service Level Management ProcessProcess Activity Name: SLM-01 Existing/New ISLA/ESLA?Previous ActivitiesProcess BeginsNext ActivitiesIf "Existing":SLM-03 Monitor ISLA/ESLAOrIf "New":SLM-02 Evaluate New ISLA/ESLADescriptionThe Service Management Office determines if an existing Internal Service Level Agreement(ISLA) or External Service Level Agreement (ESLA) exists (Existing) or not (New).Responsible RoleService Management OfficeAccountable RoleDirector, Service Management OfficeConsulted RoleNone ListedInformed RoleNone ListedProcess Activity Name: SLM-02 Evaluate New ISLA/ESLAPrevious ActivitiesSLM-01 Existing/New ISLA/ESLA?Next ActivitiesSLM-02.01 Define Customer RequirementsDescriptionThe sub-process, Evaluate New ISLA/ESLA, cycles through the following dependent activities,decisions and sub-processes:- Define Customer Requirements- Conduct Viability Analysis (Monitoring)- More Information Needed?- OIT Customer?Service Level Management23
- Negotiate Draft ESLA- Negotiate Draft ISLA- Approved?Process Activity Name: SLM-02.01 Define Customer RequirementsPrevious ActivitiesSLM-02 Evaluate New ISLA/ESLAOrSLM-02.03 More Information Needed?Next ActivitiesSLM-02.02 Conduct Viability Analysis (Monitoring)DescriptionThe Customer defines the customer requirements by communicating requirements for servicesbased on business needs. Service Provider representatives from a customer-facing/ businessanalysis team or product and service owners document the requirements.InputCustomer NeedsOutputDocumented Customer RequirementsAssociated ArtifactsNone ListedResponsible RoleCustomerAccountable RoleService Management OfficeConsulted RoleNone ListedInformed RoleService ProviderTools and WebsitesNone ListedMore InfoNone ListedService Level Management24
Process Activity Name: SLM-02.02 Conduct Viability Analysis(Monitoring)Previous ActivitiesSLM-02.01 Define Customer RequirementsOrSLM-02.07 Approved?Next ActivitiesSLM-02.03 More Information Needed?DescriptionThe Service Management Office conducts a viability analysis. A manual or semi-automatedanalysis of resource requirements is conducted to determine if the Customer requirements can befulfilled.InputDocumented Customer RequirementsExisting Service Provider AgreementsService Provider CapabilitiesService Level Management Board Comments on Rejected Internal Service LevelAgreement/External Service Level Agreement ReviewsOutputViability AnalysisAssociated ArtifactsNone ListedResponsible RoleService Management OfficeAccountable RoleDirector, Service Management OfficeConsulted RoleIT Operations and Services Monitoring TeamInformed RoleNone ListedTools and WebsitesNone ListedMore InfoNone ListedService Level Management25
Process Activity Name: SLM-02.03 More Information Needed?Previous ActivitiesSLM-02.02 Conduct Viability Analysis (Monitoring)Next ActivitiesIf "YES":SLM-02.01 Define Customer RequirementsOrIf "NO":SLM-02.04 OIT Customer?DescriptionThe Service Management Office determines if more information is needed from the customer(YES) or not (NO).Responsible RoleService Management OfficeAccountable RoleDirector, Service Management OfficeConsulted RoleNone ListedInformed RoleNone ListedProcess Activity Name: SLM-02.04 OIT Customer?Previous ActivitiesSLM-02.03 More Information Needed?Next ActivitiesIf "YES":SLM-02.06 Negotiate Draft ISLAOrIf "NO":SLM-02.05 Negotiate Draft ESLADescriptionThe Service Management Office determines if the service level agreement is for an Office ofInformation and Technology (OIT) customer (YES) or not (NO).Responsible RoleService Level Management26
Service Management OfficeAccountable RoleDirector, Service Management OfficeConsulted RoleNone ListedInformed RoleNone ListedProcess Activity Name: SLM-02.05 Negotiate Draft ESLAPrevious ActivitiesSLM-02.04 OIT Customer?Next ActivitiesSLM-02.05.01 Draft ESLADescriptionThe sub-process, Negotiate Draft ESLA, cycles through the following dependent activities anddecision:- Draft ESLA- Review Draft ESLA- Approved?- Negotiate ESLA ChangesProcess Activity Name: SLM-02.05.01 Draft ESLAPrevious ActivitiesSLM-02.05 Negotiate Draft ESLAOrSLM-02.05.04 Negotiate ESLA ChangesNext ActivitiesSLM-02.05.02 Review Draft ESLADescriptionThe Service Management Office (SMO) drafts the External Service Level Agreement (ESLA)based on the viability analysis and negotiated changes to rejected draft ESLA's. In collaborationwith the Customer and the Service Provider, the SMO attempts to utilize existing services andspecific actions as building blocks in drafting the ESLA. The draft ESLA is forwarded to theCustomer for review and approval. In addition to the ESLA, the Monitoring Service Registry(MSR) is updated.InputService Level Management27
Viability AnalysisEnterprise Service Level Agreement StandardsMSR ListingNegotiated Changes to Rejected Draft ESLAVA Systems InventoryOutputDraft ESLAUpdated MSR ListingAssociated ArtifactsDepartment of Veterans Affairs Service Level Agreement TemplateResponsible RoleService Management OfficeAccountable RoleDirector, Service Management OfficeConsulted RoleCustomer; Service ProviderInformed RoleNone ListedTools and WebsitesMonitoring Service RegistryVA Systems InventoryMore InfoNone ListedProcess Activity Name: SLM-02.05.02 Review Draft ESLAPrevious ActivitiesSLM-02.05.01 Draft ESLANext ActivitiesSLM-02.05.03 Approved?DescriptionThe Service Management Office, in collaboration with the Customer and Service Provider,reviews the draft External Service Level Agreement (ESLA). The ESLA is updated based onfeedback from the review. The updated draft ESLA is forwarded to the Customer for final reviewand approval.Service Level Management28
InputDraft ESLAOutputReviewed ESLAAssociated ArtifactsDepartment of Veterans Affairs Service Level Agreement TemplateResponsible RoleService Management OfficeAccountable RoleDirector, Service Management OfficeConsulted RoleCustomer; Service ProviderInformed RoleNone ListedTools and WebsitesNone ListedMore InfoNone ListedProcess Activity Name: SLM-02.05.03 Approved?Previous ActivitiesSLM-02.05.02 Review Draft ESLANext ActivitiesIf "YES":SLM-02.07 Approved?OrIf "NO":SLM-02.05.04 Negotiate ESLA ChangesDescriptionThe Customer determines if the External Service Level Agreement is approved (YES) or not(NO).Responsible RoleCustomerAccountable RoleService Level Management29
Service Management OfficeConsulted RoleNone ListedInformed RoleNone ListedProcess Activity Name: SLM-02.05.04 Negotiate ESLA ChangesPrevious ActivitiesSLM-02.05.03 Approved?Next ActivitiesSLM-02.05.01 Draft ESLADescriptionThe Service Management Office negotiates changes to the External Service Level Agreement(ESLA) by working with the Customer and the Service Provider to ensure the agreement iswithin operational capabilities while still meeting the Customer requirements.InputRejected Draft ESLAOutputNegotiated Changes to Rejected Draft ESLAAssociated ArtifactsDepartment of Veterans Affairs Service Level Agreement TemplateResponsible RoleService Management OfficeAccountable RoleDirector, Service Management OfficeConsulted RoleCustomer; Service ProviderInformed RoleNone ListedTools and WebsitesNone ListedMore InfoNone ListedProcess Activity Name: SLM-02.06 Negotiate Draft ISLAService Level Management30
Previous ActivitiesSLM-02.04 OIT Customer?Next ActivitiesSLM-02.06.01 Determine Service Provider ResourcesDescriptionThe sub-process, Negotiate Draft ISLA, cycles through the following dependent activities anddecisions:- Determine Service Provider Resources- Review Service Requirements- Draft ISLA- Approved?- Negotiate ISLA Changes- Approved?Process Activity Name: SLM-02.06.01 Determine Service ProviderResourcesConcurrent ActivitiesSLM-02.06.02 Review Service RequirementsPrevious ActivitiesSLM-02.06 Negotiate Draft ISLAOrSLM-02.06.06 Approved?Next ActivitiesSLM-02.06.03 Draft ISLADescriptionThe Service Provider determines if the service provider has adequate resources by conducting aresource availability analysis. The analysis considers the Customer feedback from rejectedInternal Service Level Agreements (ISLA's).InputService Provider Resource CapabilitiesFeedback from Rejected Draft ISLA'sOutputVetted Service Provider Resource CapabilitiesAssociated ArtifactsNone ListedService Level Management31
Responsible RoleService ProviderAccountable RoleService Management OfficeConsulted RoleIT Operations and Services Monitoring TeamInformed RoleNone ListedTools and WebsitesNone ListedMore InfoNone ListedProcess Activity Name: SLM-02.06.02 Review Service RequirementsConcurrent ActivitiesSLM-02.06.01 Determine Service Provider ResourcesPrevious ActivitiesSLM-02.06 Negotiate Draft ISLAOrSLM-02.06.06 Approved?Next ActivitiesSLM-02.06.03 Draft ISLADescriptionThe Service Provider reviews the service requirements of the proposed internal service levelagreement. The review includes a comparison of the proposed service requirements against theService Provider capabilities as well as the Customer feedback from rejected Internal ServiceLevel Agreements (ISLA's).InputDocumented Customer RequirementsViability AnalysisEnterprise Service Level Agreement StandardsService Provider CapabilitiesFeedback from Rejected Draft ISLA'sOutputService Level Management32
Review of Proposed Service Requirements with Service CapabilitiesAssociated ArtifactsDepartment of Veterans Affairs Service Level Agreement TemplateResponsible RoleService ProviderAccountable RoleService Management OfficeConsulted RoleNone ListedInformed RoleNone ListedTools and WebsitesNone ListedMore InfoNone ListedProcess Activity Name: SLM-02.06.03 Draft ISLAPrevious ActivitiesSLM-02.06.01 Determine Service Provider ResourcesOrSLM-02.06.02 Review Service RequirementsNext ActivitiesSLM-02.06.04 Approved?DescriptionThe Service Management Office (SMO) drafts the Internal Service Level Agreement (ISLA)based on the viability analysis. In collaboration with the Customer and the Service Provider, theSMO attempts to utilize existing services and specific actions as building blocks in drafting theISLA. The draft ISLA is forwarded to the Customer for review and approval. In addition to theISLA, the Monitoring Service Registry (MSR) is updated.InputReview of Proposed Service Requirements with Service CapabilitiesVetted Service Provider Resource CapabilitiesEnterprise Service Level Agreement StandardsMSR ListingViability AnalysisService Level Management33
VA Systems InventoryOutputUpdated MSRDraft ISLAAssociated ArtifactsDepartment of Veterans Affairs Service Level Agreement TemplateResponsible RoleService Management OfficeAccountable RoleDirector, Service Management OfficeConsulted RoleCustomer; Service ProviderInformed RoleNone ListedTools and WebsitesMonitoring Service RegistryVA Systems InventoryMore InfoNone ListedProcess Activity Name: SLM-02.06.04 Approved?Previous ActivitiesSLM-02.06.03 Draft ISLANext ActivitiesIf "YES":SLM-02.07 Approved?OrIf "NO":SLM-02.06.05 Negotiate ISLA ChangesDescriptionThe Customer determines if the internal service level agreement is approved (YES) or not (NO).Responsible RoleCustomerService Level Management34
Accountable RoleService Management OfficeConsulted RoleNone ListedInformed RoleNone Listed
Process Activity Name: SLM-02.06.01 Determine Service Provider Resources 31. Process Activity Name: SLM-02.06.01 Determine Service Provider Resources 31. Process Activity Name: SLM-02.06.02 Review Service Requirements 32. Process Activity Name: SLM-02.06.02 Review Service Requirements 32. Process Activity Name: SLM-02.06.03 Draft ISLA 33
