Activity
Planning of a Service Catalogue and an SLA structure
Initial Planning Activities
Description
Description
Over the years, organisations' IT Infrastructures have grown and developed, and there may not be clear picture of all the services currently being provided and the customers of each. In order to establish an accurate picture, it is recommended that IT Service Catalogue is produced. Such a catalogue should list all of the services being provided, a summary of their characteristics and details of customers and maintainers.
Using the catalogue as an aid, Service Level Management must plan the most appropriate SLA structure to that all services and all customers are covered in a manner best suited to the organisation's needs.
There are following potential options:
- service based,
- customer based
- or multi-level SLAs (e.g. Corporate-, Customer-, Service-Level)
Organisation
Responsible role
Senior Management/Board Level