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Summary
Reference
Purpose
The Service Level functional component enables the design and creation of Service Contracts (SLAs). It is also responsible for the management of all Service Contract data objects throughout their lifecycle including the governance of the Service Contract instances from the moment they are instantiated. This functional component is also responsible for collecting the relevant information in order to monitor compliance with the terms specified in the Service Contract and exposing data that reflects that actual performance against the defined Service-Level Objectives (SLOs).
The actual legal aspects of the Service Contracts are not handled by the Service Level functional component directly; however, these documents (usually created and managed by the legal department and not in IT) are used by the functional components in the S2P and R2D Value Streams as the main input for the demand and requirements definition stages.
Main Functions
The Service Level functional component:
- Shall be the system of record for the Service Contract.
- Shall manage the Service Contract lifecycle (create, store, and maintain).
- Shall manage the lifecycle (create, store, and maintain) of KPIs.
- Shall manage the state of the Service Contract.
- Shall allow hierarchical relationships between Service Contracts.
- Shall manage the relations between the Service Contract data object and the KPI data object throughout their lifecycle.
- Shall receive measurements such as Incident data as well as other information that may be covered by the Service Contract and used for calculating the KPI measurements.
- Shall create reports on the Service Contracts to show the quality of service per SLO.
If a Service Monitoring functional component exists, the Service Level functional component:
- Can receive business/IT measurements from Service Monitoring.
If a Release Composition functional component exists, the Service Level functional component:
- Can instantiate a Service Contract from a Service Release Blueprint using the Service Contract (template).
If an Offer Management functional component exists, the Service Level functional component:
- May instantiate a Service Contract from a Service Contract (template) originating from the Offer Management functional component (R2F Value Stream).
If a Request Rationalization functional component exists, the Service Level functional component:
- Shall create a Service Contract (instance) and start measuring it once a Subscription is instantiated.
If an Incident functional component exists, the Service Level functional component:
- May receive Incident business measurements from the Incident functional component.
If an Offer Consumption functional component exists, the Service Level functional component:
- Can send reporting data on the Service Level status.
Example of HPE Products that may contribute to this Functional Component
Generated: 1/11/2017 8:07:28 AM