INFORMATION TECHNOLOGY
ITSMO - IT Service Management Office
Service Level Management Process
Version 3.0
Last modified: 9/22/06
Who is the owner of this process?
This process is currently owned by the IT Service Management Office in ITaP.
What is the purpose of this process?
The goal of Service Level Management is to maintain and improve IT service quality through a
constant cycle of agreeing, monitoring, reporting and improving. Through these methods, a better
relationship between IT and its Customers can be developed.
The Service Level Management process helps define and document services in ITaP and its divisions,
including expectations and standard levels of service. It coordinates the creation, maintenance, monitoring,
reporting, and enforcement of Service Level Agreements and Operational Level Agreements.
Who participates in this process?
Each unit of ITaP should designate a Business Unit Service Level Manager (BU SLM) role. This can
be a full time position or a portion of an individual’s responsibilities. Project Managers (PM’s) quite often
introduce new services through the implementation of a project. In these cases, the PM and BU SLM role
should work together in the early stages of requirement identification and assessment through transitioning
the service from the project stage to long term support by finalizing service costs, Operational Level
Agreements and Service Level Agreements.
ITSMO’s Service Delivery Manager manages the approval process for all new and renewed Service
Level Agreements at the ITaP level. Each BU SLM role should coordinate and approve OLA’s and SLA’s at
the unit level.
When do you use the Service Level Management process?
Services and systems supported by ITaP should go through the Service Level Management process
when they meet ANY of the following criteria:
 Any service that is new, changed or renewed
 Any service not covered under an ITaP “corporate” service catalog offering where there is
only one support level available (such as Exchange)
 Any service that uses a recharge model
At what point do I engage this process?
The BU SLM role should be involved when a project to create or change a service is approved. They
should be involved in the initial assessment of service requirements, the development of cost estimates,
1059 Freehafer Hall  401 S. Grant Street  West Lafayette, IN 47907-2024  (765) 496-2024
customer negotiation, development of the operational level agreement and service level agreement, service
monitoring and reporting as well as the quarterly and/or annual review process.
What happens if I don’t use this process?
Projects and activities that do not utilize this process will be required to complete the appropriate
documentation after they go-live. ITaP’s CIO will also be notified.
How does this process relate to other processes?
This process is closely linked to ITaP’s Service Proposal process, Production Certification,
Availability, Business Continuity, Capacity, Financial, Change, Configuration and Incident Management.
This process facilitates the initial, end, and on-going “touch points” with the Customer and IT.
Who is the point of contact for this process?
Please contact the Information Technology Service Management Office for additional information or
email ITaP’s Service Delivery Manager at janell@purdue.edu
How do you execute this process?
Usually, new services are initiated through a project. You should notify your BU SLM as soon as
possible after you believe you will be implementing a new service for a customer.
1) When ITaP wants to offer, retire, or dramatically change a service, the ITaP Service Proposal process
should be initiated before proceeding with the following steps.
https://www.itap.purdue.edu/commons/items/admin.cfm?CategoryID=51&theme=itap
2) When a Customer requests an existing ITaP service, service requirements should be identified. This
information will provide ITaP with the proper information to guide the service into the correct
support architecture based on their needs.
3) Once the requirements are defined, the BU SLM can determine if a standard service catalog offering
will meet the needs of the Customer or if the service requires something unique or out of the
ordinary.
4) At this point, the BU SLM role should develop cost estimates for the service (regardless if there is a
recharge involved), ensure we can support it internally by checking existing Operational Level
Agreements and Underpinning Contracts and account for outstanding needs (gaps), gain approval
from the ITaP Service Delivery Manager and Business Office, and present it back to the customer for
approval.
5) If the customer agrees with the costs (if applicable), the project goes forth and is executed. Some
units will use full-time Project Managers to lead these efforts, others will not.
6) To ensure the service will be delivered as promised, Key Performance Indicators, Operational Level
Agreements, Underpinning Contracts and Service Level Agreements are finalized along with a plan
for appropriate monitoring and reporting.
7) The service review schedule is agreed upon with the customer. Annual service reviews and renewals
are required; however, more frequent reviews may be considered necessary based on the needs of the
customer and/or the service.
Service Level Management Process Flow can be found here:
https://docushare.itap.purdue.edu/docushare/dsweb/Get/Document-25742
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1061 Freehafer Hall  401 South Grant Street  West Lafayette, IN 47907-2024  (765) 496-2266