Introduction

The Service Level Management workshop understands the changes required to the Service Catalogue, Service Level Agreements and other agreements as the key interface between this new service offering and existing (and possibly new) customers.

The outcome of this workshop is a decision on what changes are required to current SLM processes.

Intended Audience

VMware Certified Professionals (VCP), IT Management and Service Level Managers during the design of VI3

Outline

1. Reference VI3 Requirements Specifications

2. VI3 changes to x86 Service Catalogue

3. VI3 impact on SLAs

4. Your organization's SLM model

5. VI3 SLM Design

Input requirements that influence VI3 SLM.

• See VI3.Blueprint Requirements Specification

Specifically, need to consider:

• Migrated servers are hosted on an environment that meets-or-exceeds their current SLA

• New servers get a new crafted service-based SLA that matches the price-point

• Update service catalogue to reflect new offerings

How is SLM done today in the organization (lead by the SLM manager/lead):

• For mainframe, what types of SLAs exist for what services (e.g. service-based SLA + details for Visa processing)

• For distributed (linux/windows), what SLAs

• Monitoring, reporting and enforcement of SLAs

• Process for updating/creating SLAs

• How to update the service catalogue

For migrated servers, no change.

For new servers, the offering is by application type:

• CRM Offering - after testing, each CRM component has a line item in catalogue with uplifts for capacity.

• same for ERP offering

The investment in VI3 will improve the SLAs but caution must be given to the processes that wrap around VI3 but which may not be improved to match: in this case, the performance may still be the same despite the VI3 optimizations. For example, it is common for a server deployment to STILL take 30 days, due to process, even though the technical deployment is now minutes instead of days.

In addition to release improvements, the platform is more resilient thanks to simplification and in-built redundancy and high availability.

• What does a new SLA look like?

• What do the changes to the service catalogue look like?

• What do the processes look like that connect VI3 to SLM.