Context

A new application is going to be installed in production and service level agreement (SLA) targets must be agreed to between IT and the line of business (LOB). Preproduction load testing is used to determine SLAs.

Description

Steps	Process and Activity	Roles	Work products	Tools
In preproduction environment, exercise application functions to discover services.	Service Catalog Management Build and Maintain Service Catalog Content	Service Catalog Manager	Service Catalog Content	TSLA - Build and Maintain Service Catalog Content
In preproduction environment, exercise application to determine normal response times and availability figures.	Service Level Management Create and Maintain Service Level Agreements	Service Level Manager	Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs)	TSLA - Create and Maintain Service Level Agreements
Negotiate with lines of business the production service levels based on preproduction testing.	Service Level Management Create and Maintain Service Level Agreements	Service Level Manager	Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs)
Input SLAs as thresholds for production monitoring and service level reporting.	Service Level Management Monitor and Report Service Level Achievements	Service Level Analyst	Service Achievement Reports	CAM RTT - Monitor and Report Service Level Achievements TSLA – Monitor and Report Service Level Achievements
In production, monitor response time and availability of application.	Service Level Management Monitor and Report Service Level Achievements	Service Level Analyst	Service Achievement Reports	CAM RTT – Monitor and Report Service Level Achievements
View reports of response times and availability of application.	Service Level Management Monitor and Report Service Level Achievements	Service Level Analyst	Service Review Results	TSLA – Monitor and Report Service Level Achievements
Compare actual response times and availability metrics against SLAs.	Service Level Management Monitor and Report Service Level Achievements	Service Level Analyst	Service Review Results	TSLA – Monitor and Report Service Level Achievements

Obtaining more information

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