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Chapter 2 ■ Generic Concepts Example: Sticking with the cellular service example, what services do you think are needed to support the core service: making and receiving calls? 1. A service for installing and maintain cell towers. 2. A network service for routing your calls. 3. Software service for accounting and billing. This list could get pretty long. I hope you get the idea. All the aforementioned services work in the background and exist to support the core service, without which, the cell phone service may not function like it should. 2.4.3 Enhancing Service Enhancing services provide the excitement factor to the customer. They add on to the core service, providing a number of services that most often excite the customer into paying more for the service. The enhancing services on their own may not function, so it is necessary for them to be piggybacked on the core service for their deliverance. A core service can exist without enhancing service but the reverse is not possible. But the presence of enhancing services differentiates the service provider from others in the market. Example: I can make and receive calls. Okay. What else? When I looked at the service brochure, I was more interested in what else the service provider could offer as the calling part was a given. I was offered 4G Internet, Internet hotspots around the city, voicemail, SMS, and others. These additional features helped me make my decision in choosing the service provider. 2.5 Contracts and Agreements There are contracts and agreements that exist between various entities in the service management world. It is a formality that helps set the expectations and, in some cases, legally binds them to it. In a generic sense, an agreement is a formal understanding between two parties and a contract brings legality into the picture. A contract may be appended to an agreement to legalize the underlying expectation. Let’s look at the types of agreements and contracts that are normally used in IT service management. 2.5.1 Service-Level Agreement A service-level agreement (SLA) is a formal understanding between the service provider and the customer. It defines the customer’s expectations in terms of the service levels. The document is usually drafted, agreed to, and signed by signatories from both sides of the table. Figure 2-7 illustrates the service-level agreement. 27
Chapter 2 ■ Generic Concepts Figure 2-7. Service-level agreement Example: When I signed on with my Internet service provider, I was given the following SLA: Internet speed: 100MBps for wired connection Resolution response: 6 business hours Issue resolution: 16 business hours My service provider was basically setting the expectations by stating that I would get a minimum of 100MBps when I connect my laptop directly to their fiber optic line. If I report an issue, such as loss of Internet connection or slow speeds, they were allowed a maximum of six business hours to respond to my request and 16 business hours to resolve the issue. These are published on their web site, and even in the e-mails that I received. Through the SLA, the service provider is setting an expectation on when the services will be back up. 2.5.2 Operational-Level Agreement Operational-level agreement (OLA) is similar to SLA, except that it’s signed between a service provider and another entity within the same organization. The agreement exists to facilitate the provision of services to the customer, as shown in Figure 2-8. 28
Page 1 and 2: Become ITIL Foundation Certified in
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Page 5 and 6: Contents at a Glance About the Auth
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Page 13 and 14: ■ Contents ■Chapter ■ 9: ITIL
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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