Transfer task ISMA IT Service Management, 5th semester 1 Task 1: "Analysis of an SLA". 40 Points 1.1 Introduction Service level agreements (SLA) are a very important aspect in the establishment of business IT services. For this reason, this subtask analyzes a sample SLA. The task consists of analyzing the SLA and record- ing optimization potential. Transfer Task Objective: You have dealt with an SLA, know the contents and the possible optimization potentials in an SLA. How: Analyze the sample SLA (see enclosure) for completeness. Basic information on what an SLA should contain can be found in the teaching material "IT Service Management - Aus der Praxis fr die Praxis" (2016, mitp-Verlag, pp. 77-83. For more information on the task, see chapter 1.3 "Task". 1.2 Evaluation Five optimization points are to be found and described based on the template (see section 1.3). The following aspects are evaluated per optimization point: Was the right optimization potential found? (0-1 points possible) Is the rationale for optimizing this correct? (0-3 points possible) Is the suggestion of what an improved version could look like correct? (0-4 points possible) You will receive maximum points40 for this subtask. 1.3 Task Analyze the sample SLA and look for possible optimization opportunities such as: Which important aspects are missing from the SLA or what is not described in enough detail? the SLA or what is not An example is given in the table, this may not be used. Record what is missing sufficiently defined. It is mandatory to use the following table as a template. Site 2 from 6 Transfer task ISMA IT Service Management, 5th semester Points No. Optimization potential Reason why this should be optimized Example: Example: Service time missing from The service time is a very important service level which must SLA be defined, because during this time the agreed perfor- (Brief description of which mance, availability, etc. for the corresponding business IT aspect is to be optimized) service is guaranteed. Service levels such as availability, performance, etc. are based on this time period. Suggestion how an improved version could look like Example: Service time Mon-Sun 06:00 - 20:00 (excl. national holidays): Please insert an exact example here. This can be taken from the book. none Evaluation (example) 1 2 3 4 5 Site 3 from 6 Page 3 from 6 Transfer task ISMA IT Service Management, 5th semester 2 Task 2: "Interaction of the individual processes 60 points 2.1 Introduction We know all the important processes from the five ITIL manuals (2011 version) (see table below). All these processes are connected by various interfaces (input, output). Service Strategy Service Transition Business Relationship Management Transition Planning and Support Requirement Management Change Management Financial Management for Services Service Asset and Configuration Mgmt. Service Portfolio Management Release and Deployment Management Demand Management (partial) Service Validation and Testing Knowledge Management Service Design Service Operation Service Level Management Event Management Service Catalog Management Incident Management Capacity Management Problem management Availability Management Request Fulfillment Service Continuity Management Access Management Information Security Management Supplier Manageme Continual Service Improvement Improvement Planning (7-Step Process) Target: All students have dealt with the interfaces of the various processes. Like: This subtask is about describing ten different interfaces between processes. 2.2 Evaluation Ten interfaces are to be described based on the template (see section2.4). The evaluation is based on the following criteria: Has the interface been correctly identified and described? (0-6 points possible) Well-described interfaces receive six points. Interfaces that are not described quite optimally receive three points. Poorly described interfaces receive only one point. Interfaces that are not correct or very poorly described receive no points. You will receive a maximum 6 of 0 points for this subtask. 2.3 Preparation To solve this subtask, it is recommended if: You analyze in advance in your company which interfaces exist between the processes (input and output) you read the process descriptions mentioned in the book "IT Service Management - Aus der Praxis fr die Praxis" and identify the interfaces. Site 4 from 6 Transfer task ISMA IT Service Management, 5th semester you search the Internet to see if there is information on correct interfaces. 2.4 Task Describe ten interfaces between the various processes based on the following grid. Site 5 from 6 Transfer task ISMA IT Service Management, 5th semester To process Points No. From process (sender) Example: Incident Management (receiving) Example: Change Ma nagement Interface desig nation Example: RIC (Request for Change) Description of the interface (Here please also specify why the receiving process needs this information from the interface). Example: If the elimination of a Change Mgmt. fault becomes relevant, the Change Mgmt. process is triggered by means of an RFC. Process is initiated. The RIC contains details of the reques- ted change and can be recorded on paper or electronically none Evaluation (example) 1 2 3 4 5 6 7 9 10 Note: The number of points will be filled in by the lecturers during the evaluation. Site 6 from 6 Page 8 from 6