a. SLM process
Establish Function
Implementing SLA
Managing the ongoing process
Periodic Review
b. Service Level Requirements : 準備草稿，客戶提需求，可能要多次協商，討論
c. Agreements and contracts
d. Service Quality Plan : 關心服務質量
e. Service Improvement Program (SIP): Service Lever Manager, together with Problem Management and Availability Management.
f. Elements of a SLA
Service support:
- Service Hours: 24 x 7, 5 x8, attended, unattended, etc.
- Support: response time, repair time, support hours, etc.
- Escalation: who, when , how, what for, etc
- Change: Category, average turnaround, times, standard requests, etc
Service Delivery:
- Availability: 99%, target within service hours, etc.
- Reliability: MTBF, MTBSI, etc
- Continuity & Security
- Charging: Formula, pricing, method, etc
- Batch Turnaround Times: Input and Output: when , how ,where, etc
- Transaction Response Times:
Eg. 1MB doc open <= 15 secs
Throughput: volume, number ofusers, network data, pages, etc.