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Service - Specifications

Service Level Management and

Business Service
Specifications
Version: v1.0
Date: 02/03/2012
Author: DEVOTEAM

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List of modifications

Version Date Modifications

Draft v0.1 10/02/2012 Document creation

Draft v0.2 10/02/2012 Internal review by DVT

Draft v0.1 27/02/2012 Integration of SOITEC feedbacks

1.0 02/03/2012 Specification validated following validation workshop:

Document review and validation

Version Reviewed by Validated by Date Status

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Summary
1. Introduction ............................................................................................................................ 4
1.1. Purpose of the document ................................................................................................................................. 4
1.2. Overview ........................................................................................................................................................... 4
1.3. ITIL Definition .................................................................................................................................................... 4
1.4. Scope ................................................................................................................................................................. 4
1.5. Gap analysis and Solution Design ..................................................................................................................... 4
1.6. Glossary ............................................................................................................................................................. 5
2. Specifications ......................................................................................................................... 6
2.1. Business Service structure ................................................................................................................................ 6
2.2. Business Service form ....................................................................................................................................... 7
2.3. Service offering form ........................................................................................................................................ 9
2.4. Service Commitment form.............................................................................................................................. 11
2.5. Service Commitment: SLA .............................................................................................................................. 11
2.6. Service Commitment: availability .................................................................................................................. 12
2.7. Relationship between BSE and Configuration items ..................................................................................... 12
2.8. Relationship between BSE and Incident Management ................................................................................. 12
2.9. Relationship between BSE and Change Management................................................................................... 12
2.10. Relationship between BSE and Problem Management ................................................................................. 13
3. Reporting .............................................................................................................................. 14
4. Role ....................................................................................................................................... 17

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1. Introduction
1.1. Purpose of the document

The purpose of this document is to formalize the specifications for the implementation of Service Level
Management in Service-now.com.

1.2. Overview

The Service Level Management process is responsible for ensuring that all IT service management
processes, operational level agreements and underpinning contracts are appropriate for the agreed
service level targets. Service level management monitors and reports on service levels, holds regular
service reviews with customers, and identifies required improvements.

In any IT process and Business Service, it is imperative to guarantee a certain level of service to
customers. In order to do so, the IT desk must also receive guarantees of certain levels of service from
both internal and external providers.

These guarantees are Service Level Agreements (SLA), Underpinning Contracts (UC), Operational Level
Agreements (OLA) and Business Service availability (Service Offering).

1.3. ITIL Definition

The Service Level Management process is responsible for negotiating achievable service level
agreements and ensuring that these are met.

1.4. Scope

Service Level Management includes the activities required to start, pause and stop SLA on any Incident,
and to measure availability on any Business Service.

1.5. Gap analysis and Solution Design

SOITEC requirements were gathered through gap analysis/design workshops.

Service Level Management features are identified with a reference: SLM_NNN where NNN is an
incremental number.

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For each feature, the implementation method is specified, using the following code:

Code Explanation

O Out of the Box Feature use of standard features, no or very limited configuration required

C Configuration use of standard configuration features (forms, lists, fields, UI policy, , workflow,
approval rules, assignment rules, process guides, execution plans)
S Scripting use of standard scripting in business rules, UI actions, email notification
D Development need for customization and development of new modules or new tables or use of
scripting outside the standard business rules

1.6. Glossary

Short description Long description

ESS Employee Self Service (Portal)

OOTB Out of the Box, is the term for standard functionalities of a Software
SNC Service-now.com
DVT DEVOTEAM
ITSM : IT Service Management
ITSM is a process-based discipline, for managing information technology (IT) systems, with a
ITSM customer oriented and business oriented focus.
ITSM processes and practices are described in the ITIL framework (Information Technology
Infrastructure library)
Configuration item A configuration item (CI) is an asset, service component or other item that is, or will be,
(Ci) under the control of Configuration Management.
RACI-Definition
Responsible : One person in charge of getting a given task executed.
Accountable : The person in charge of approving the result of the task.
RACI Contributor : All persons required for the execution of a given task under the responsibility
of Responsible.
Informed : All persons who have to be informed in order to properly execute another task.
BSE Business Service

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2. Specifications
2.1. Business Service structure

The Business Service Catalogue will be composed of 5 levels (cf diagram here below):

Service Service
Offerings Commitments

Auto300-BN High Gold resolution- 24x7

Business Medium Gold resolution- 24x7
Domain Family Low Gold resolution- 24x7
Service

CIM-SEMI Automation Auto300 Service Service

Offerings Commitments

Auto300-PR1 High Gold resolution- 10x7

Medium Gold resolution- 10x7
Low Gold resolution- 10x7

Figure 1 Business Service Catalogue structure

Levels Description
Domain SOITEC Business Service Domain (Attribute of a Business Service)
Family SOITEC Business Service Familiy (Attribute of a Business Service)
Business Service Business Service
Business Offerings Level of Service for an existing Business Service
Commitments SLA commitment (ex : Incident Resolution time)
Availability commitment

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2.2. Business Service form

Business Service form is described here below:

Current
Ref. SNC Field Type Description Rule Method
Field
Imported from
SLM_001 Domain Domain String BSE Domain SOITEC C
structure
Imported from
SLM_002 Familiy Familiy String BSE Family SOITEC C
structure
BSE name Imported from
SLM_003 Business Service Name String SOITEC O
structure
Value list
- Most critical
Business
SLM_004 List - Somewhat critical O
criticality
- Less critical
- non critical
Organization who
SLM_005 Managed by Reference O
manages the BSE
SLM_006 Support Group Reference Workgroup related to BSE O
All BSE
Value list:
imported will be
Operational Operational/Non-
SLM_007 List populated with O
Status operational / Repair in
Operational
Progress/DR Stand by
status
Value list:
production/staging/QA
SLM_008 Used for List O
test/development/demo
nstration/training/DR
SLM_009 Comment String O
Automatically
Check-list of Incident
SLM_010 ESS Check-list String imported in ESS C
resolution
Incident form
Service Service Offerings related
SLM_011 Related list O
Offerings to the Business Service
Imported from
Critical window (eg: for
SLM_012 Critical Window Critical Window String SOITEC C
maintenance)
structure

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Figure 2 Business Service form (example)

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2.3. Service offering form

Service Offering form is described here below:

Current
Ref. SNC Field Type Description Rule Method
Field
Name of the
SLM_013 IT Name String BSE_Location O
Business offering
Business Offering
SLM_014 Name String O
name for end-user
Business BSE parent Automatically
SLM_015 Service Parent String populated by the O
system
Automatically
SLM_016 Domain Domain String BSE Domain populated by the C
system (parent)
Automatically
SLM_017 Family Family String Family Domain populated by the C
system (parent)
Automatically
Critical Critical Critical Window of
SLM_018 String populated by the C
Window Window the Parent BSE
system (parent)
Function Function Import from
SLM_019 Numeric Function number C
number number SOITEC structure
List of email Import from
SLM_020 Audience Audience String C
addresses SOITEC structure
Value list:
Operational/Non-
Automatically
Operational operational /
SLM_021 List populated by the
status Repair in
system (parent)
Progress/DR Stand
by
Location of the Imported from
SLM_022 Location Location (Site) Reference O
Business Service SOITEC structure
Managed by
SLM_023 Reference Managed by O
SLM_024 Support group Reference Workgroup O
Service Related Service
SLM_025 O
Commitments List Commitments
List of Company
Subscribed by
SLM_026 Related list using the Service O
Company
Offering
List of Department
Subscribed by
SLM_027 Related list using the Service O
Department
Offering
Subscribed by List of Groups using
SLM_028 Related list O
user the Service Offering

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Figure 3 Service offering form (example)

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2.4. Service Commitment form

Service Commitment form is described here below:

Ref. Field Type Description Rule Method

SLM_029 Name String Name of the Service Commitment O

Value list:
SLM_030 Type List SLA MTTR O
SLA Availability
Field available for
SLM_031 SLA Reference Reference to SLAs O
Type=SLA
Field available for
SLM_032 SLA percentage Numeric SLA threshold O
Type=SLA
Percentage
SLM_033 Numeric Predefined Schedules O
availability
SLM_034 Schedule Reference O
SLM_035 Time zone List System Time zone O
SLM_036 Description String Description text O

2.5. Service Commitment: SLA

Service Level Agreements are described here below (cf Incident Management Specifications):
Ref Service Windows Method
Type BSE Class Performance Target
Measure
7 days between Registered and Resolved C
INC055 Steel
State
24x7 8hours between Registered and Resolved C
INC056 Bronze
24x5 State
Gravity Per 10x5
INC057 10x7 Silver 4 hours between New and Resolved Status
(High) incident C
INC058 Gold 2 hours between New and Resolved Status
C
INC059 Platinium 1 hour between New and Resolved Status
C
7 days between Registered and Resolved
INC060 Steel
24x7 State C
24x5 32 hours between Registered and Resolved
INC061 Bronze
10x5 Status C
Gravity
Per 10x7
INC062 (Medium Silver 16 hours between New and Resolved Status
incident C
)
INC063 Gold 8 hours between New and Resolved Status
C
INC064 Platinium 4 hours between New and Resolved Status
C
24x7 7 days between Registered and Resolved
INC065 Steel
24x5 State C
10x5 64 hours between Registered and Resolved
INC066 Bronze
10x7 State C
Gravity Per
INC067 Silver 32 hours between New and Resolved Status
(Low) incident C
INC068 Gold 16 hours between New and Resolved Status
C
INC069 Platinium 8 hours ( between New and Resolved Status
C

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2.6. Service Commitment: availability

Service Commitment availability is described here below:

Ref Windows BSE Class Performance Target Method
SLM_037 Steel 50% C
SLM_038 24x7 Bronze 99% C
24x5
SLM_039 Silver 99,5% C
10x5
SLM_040 10x7 Gold 99,9% C
SLM_041 Platinium 99,95% C

2.7. Relationship between BSE and Configuration items

Ref. Relationship with Configuration Management Method

Business Services relationship with Configuration items will be imported using the below
import table.
Relationship type use will be :
SLM_042 O
- parent descriptor: depends on
- child descriptor: used by

Import table for relationships between BSE and Cis:

From : Business Service [NAME] To: Ci Name [GNL Search code]

2.8. Relationship between BSE and Incident Management

Ref. Relationship with Incident Management Method

SLM_043 BSE field is mandatory in the Incident Form C

2.9. Relationship between BSE and Change Management

Ref. Relationship with Change Management Method

SLM_044 BSE field is mandatory in the Change Form C

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2.10. Relationship between BSE and Problem Management

Ref. Relationship with Problem Management Method

BSE field is mandatory in the Problem form

SLM_045 O

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3. Reporting

Service Level Management reports are listed here below:

Ref. Name Description Periodicity Group by Method

Family/Domain/BSE/
SLM_046 Availability chart Availability chart On demand O
Service Offering
Number and % of Incidents Any Incident
Incident resolution
SLM_047 within the SLA On demand attributes O
within SLA
% of SLA by stage:
- In Progress
Any attributes of
- Cancelled
SLM_048 SLA by stage On demand SLA_tasks O
- Achieved
- Breached

Any attributes of
Number of SLA breached
SLM_049 Breached SLA by type On demand SLA_tasks O
Type = SLA/OLA/UC
Any attributes of
Number of SLA achieved
SLM_050 Achieved SLA by type On demand SLA_tasks O
Type = SLA/OLA/UC

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Figure 4 Incident Resolution within SLA report (example)

Figure 5 Breached SLAs report (example)

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Figure 6 SLAs by Stage report (example)

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4. Role
Roles for Service Level Management are described here below:

Ref. Roles Description Method

SLM_051 Administrator Can delete: C
- Business Services
- Service Offerings
- Service Commitments
- SLA
SLM_052 Service Level Manager Can create/update : C
- Business Services
- Service Offerings
- Service Commitments
- SLA

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