SLM project in 7 + 1 steps

1. Objective

• Area of objective, responsible persons and describing the real AIMS

Result: project plan

2. Describing and documentation of business processes

• Assessment of the business services of the given business area
• IT dependency list based on the data collected from Customer
• Describing the steps of the concerned business processes using Business Process Modelling Notation (BPMN) labels; in the business processes, with the given process elements labelled with their dependencies regarding the IT services
• The description of the business processing established in a depth where the working out, meaning and method of measures are understandable and detached.

Result: Process description by service groups.

3. Describing indicators to be Implementing

• At establishing the indicators needed for measuring the business process parameters, it is an important factor the feasibilty of IT establishment in cost-efficient
  way.

Result: List of Indicators and specification.

4. Determining SLA parameters

• Acceptance both from IT and Business side
• The established SLA hierarchy gives possibilites to measure the quality of the related services detachedly.

Result: SLA hierarchy, list and specification.

5. Establishing inside service contract (agreement)

• Without a real expectation, nobody will serve on SLA-based way, because they have no share in it!
• A strong motivation must be established: e.g. direct and particular effect to the gratuity system

Result: Service Level Agreement and technical attachments

6. Implementing a temporary SLM system

• Don't produce papers only but check the usefulness of the method in practice!
• Assessment of SLM methodology and system.

Results: Running termporary SLM system. Decision-preparation study about extension of SLA-based operation.

7. Implementation of permanent SLM system

• Not only an installed, but implemented, process-integrated and operated system wherein the selected business processes are implemented.

Result: Finalized SLA-based service working in accordance with the business expectation.

 +1 Supporting processes

• Obtaining and maintaining visible and sensible support from leaders to the SLM project
• Continuous confession to the need for SLA-based services; information, trainings,
• Proposal for modification in the error- and change management processes, or joining to them.

Result: A Successful SLM project!