Context

A company requires that a clearly defined service level agreement must be established for applications. To ensure optimum delivery of applications, all service level agreements (SLAs) must contain targets that can be objectively measured on a continuous basis. To be meaningful, appropriate targets and levels of service must be determined, and agreed upon by application stakeholders. Since the SLA will obligate the company to specific targets, the company wants make sure the targets are feasibly achievable.

Description

Steps	Process and Activity	Roles	Work products	Tools
Analyze any existing business user and IT stakeholder requirements that might apply to the application. Then translate the requirements into quantifiable availability (and performance) terms, conditions and targets.	Availability Management Determine Availability Requirements	Availability Analyst	Availability Requirements
Applications are monitored for performance and availability. The results are analyzed and reported to the application stakeholders. This resulting operational monitoring data is used to establish the availability and performance baseline.	Availability Management Monitor, Analyze, and Report Availability	Availability Manager	Operational Monitoring Data	ITM – Monitor, Analyze, and Report Availability TSLA - Monitor, Analyze and Report Availability TBSM – Monitor, Analyze, and Report Availability
Use the availability and service level targets defined to create an SLA for the application. The service level agreement is drafted for stakeholder review. Upon stakeholder approval, the SLA is published.	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
Monitor data from service delivery and statistics related to the specific service level targets, and create reports on service level attainment.	Service Level Management Monitor and Report Service Level Achievements	Service Level Analyst	Service Achievement Reports	TSLA – Monitor and Report Service Level Achievements

Obtaining More Information

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