Scenario task 10 - Notify stakeholders

An important concept of the top-down service level management approach is getting the right people or processes involved when a compliance target is in danger of being missing. At Calbro, business owners want to be notified when an SLA compliance target is in jeopardy because they are ultimately responsible for the service. A missed target can affect bonus pay. OLAs, UCs, and individual service target compliance is especially important to the IT department and service suppliers. Based on the following tables, Calbro has already identified the individuals that should be involved. However, Calbro must now identify a system of milestones and the best way of notifying IT staff and business owners. These tables have been assembled as a guideline for the milestones and related actions at Calbro.

Calbro-Services-profile

The following table shows the agreement milestones and actions:

Calbro agreement milestones and actions for a discount equity brokerage service

		Milestone definition		Action definition
Agreement type	Agreement name	Review period	When to execute	Notification method	Person to notify
SLA	Service availability	Daily	Missed	Email	Service manager
		Weekly	Missed	Email	Service manager
OLA	Incident response	Daily	Missed	Email	IT manager
		Weekly	Missed	Email	IT director
OLA	Incident resolution	Daily	Missed	Email	IT manager
		Weekly	Missed	Email	IT director
OLA	Change request completion	Daily	At risk	Email	IT manager
			Missed	Email	IT manager
		Weekly	At risk	Email	IT director
			Missed	Email	IT director

The following table shows the agreement milestones and actions:
Calbro agreement milestones and actions for an online retail banking service

		Milestone definition		Action definition
Agreement type	Agreement name	Review period	When to execute	Notification method	Person to notify
SLA	Service availability	Daily	At risk	Email	Service manager
		Weekly	At risk	Email	Service manager
OLA	Incident response	Daily	At risk	Email	IT manager
			Missed	Email	IT manager
		Weekly	At risk	Email	IT director
			Missed	Email	IT director
OLA	Incident resolution	Daily	At risk	Email	IT manager
			Missed	Email	IT manager
		Weekly	At risk	Email	IT director
			Missed	Email	IT director
OLA	ATM transaction response	Daily	At risk	Email	IT manager
		Weekly	At risk	Email	IT director

When a service offering's agreement compliance is at risk or has been missed, Calbro service and IT managers should get involved in time to do something about the problem. When longer compliance targets (for example, weekly or monthly periods) are in jeopardy, directors are notified that part of their financial compensation is directly related to the success of the business service.

The following table shows the target milestones and actions:

Calbro service target milestones and actions for discount equity brokerage service

		Milestone definition		Action definition
Agreement name	Service target name	When to execute	Value	Notification method	Person to notify
Service availability	Service availability	Greater than	30 seconds	Email	IT manager
Incident response	Criticial incidents	% of goal	50%	AR notification	Incident assignee
		% of goal	75%	AR notification	Group manager
	High incidents	% of goal	50%	AR notification	Incident assignee
		% of goal	75%	AR notification	Group manager
	Medium incidents	% of goal	50%	AR notification	Incident assignee
	Low incidents	% of goal	75%	AR notification	Incident assignee
Incident resolution	Criticial incidents	% of goal	50%	AR notification	Incident assignee
		% of goal	75%	AR notification	Group manager
	High incidents	% of goal	50%	AR notification	Incident assignee
		% of goal	75%	AR notification	Group manager
	Medium incidents	% of goal	75%	AR notification	Incident assignee
	Low incidents	% of goal	75%	AR notification	Incident assignee
Change request completion	Criticial incidents	% of goal	50%	AR notification	Change manager
	High incidents	% of goal	75%	AR notification	Change manager
	Medium incidents	% of goal	50%	AR notification	Change manager
	Low incidents	% of goal	75%	AR notification	Change manager

The following table shows the target milestones and actions:

Calbro service target milestones and actions for an online retail banking service

		Milestone definition		Action definition
Agreement name	Service target name	When to execute	Value	Notification method	Person to notify
Service availability	Service availability	% of goal	50%	Email	Service manager
		% of goal	75%	Email	Service manager
Incident response	Criticial incidents	% of goal	50%	Email	Incident assignee
		% of goal	75%	AR notification	Group manager
	High incidents	% of goal	50%	AR notification	Incident assignee
		% of goal	75%	AR notification	Group manager
	Medium incidents	% of goal	75%	AR notification	Incident assignee
	Low incidents	% of goal	75%	AR notification	Incident assignee
Incident resolution	Critical incidents	% of goal	50%	AR notification	Incident assignee
		% of goal	75%	AR notification	Group manager
	High incidents	% of goal	50%	AR notification	Incident assignee
		% of goal	75%	AR notification	Group manager
	Medium incidents	% of goal	75%	AR notification	Incident assignee
	Low incidents	% of goal	75%	AR notification	Incident assignee
ATM transaction response	Transaction turnaround time	% of goal	20 seconds	Email	Service manager

The following table shows the target milestones and actions:
Calbro service target milestones and actions for an email service

		Milestone definition		Action definition
Agreement name	Service target name	When to execute	Value	Notification method	Person to notify
Service requests	Service request response	% of goal	75%	Email	SRM manager
		% of goal	90%	Email	SRM manager
Incident resolution	Criticial incidents	% of goal	50%	AR notification	Incident assignee
	High incidents	% of goal	75%	AR notification	Incident assignee
	Medium incidents	% of goal	75%	AR notification	Incident assignee
	Low incidents	% of goal	75%	AR notification	Incident assignee
Infrastructure performance	CPU utilization	Greater than	95%	Email	IT manager
	Free memory	Less than	5%	Email	IT manager
	Free disk	Less than	5%	Email	IT manager

Service targets that support SLAs notify a Calbro manager if a goal is at risk of being missed. You use these metrics to determine compliance of user expectations. Service targets that support OLAs notify an IT staff member with the exception of a secondary milestone on critical or high incidents.

These tables reveal patterns in both the milestone and action definitions and similarities that can be used to reduce the amount of administration required in Calbro's environment. Recognizing these patterns is important, as Calbro's service level administrator defines templates in BMC SLM before creating agreements and service targets. These templates can be reused multiple times. Using templates produces a faster and consistent deployment, and should be used in service level management projects. Calbro expects to define and use templates that are available for defining conditions and measurement criteria, as well as goal and cost schedules.

Where to go from here

Scenario-summary-top-down-approach

Scenario task 10 - Notify stakeholders

Where to go from here

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