Service Level Management Made Easy with Transaction Management

lanir-shachamService Level Management can be implemented effectively by using a transaction management solution. Review these key steps.

Implementing Service Level Management successfully requires appropriate technology support. Service Level Management involves both business and IT processes that need to be carried out. Transaction management provides the tools that both the business and IT need in order to perform the tasks that are critical for a successful implementation. This article reviews key steps to consider in order to implement Service Level Management and demonstrates how transaction management supports each one of those steps.

Service Level Management Step 1: Review Existing Services

By auto-discovering all of the services that are being provided by a monitored system, transaction management makes this step an especially easy one. Believe it or not, most organizations aren’t even aware of all of the services they are providing. Since transaction management solutions see all of the services that are being provided–in the form of business transactions–all of the information about the services, the resources they consume, who is using them, and how often they are being utilized is readily available.

Service Level Management Step 2: Negotiate with Customers

Most organizations are not aware of the service level agreements they are providing—most customers have no idea of the service levels they are receiving. Transaction management solutions provide all of the metrics that are needed for this negotiation to occur in the most accurate fashion possible by providing in-depth data about all of the service levels.

Service Level Management Step 3: SLA Management and Monitoring

Service Level Agreements (SLAs) can be easily produced based on current metrics that are provided by the transaction management solution. Out of the box, SLAs are defined based on the average latencies that the system records. They can then be modified according to the outcome of the agreement between the customer and the IT service provider. The Service Level Agreements are monitored continuously for every transaction activation. An alert is sent out the moment an SLA begins to degrade so that they can be taken care of before a major service disruption occurs. SLA management becomes automatic once a transaction management solution is implemented.

Service Level Management Step 4: Implementing a Service Improvement Policy

Business transaction management is a key tool in improving service. It not only reports the service levels, it also shows the breakdown of every single transaction across the entire infrastructure so that the areas that are in the greatest need of improvement can be identified.

Service Level Management Step 5: Establishing Priorities

Transaction management solutions provide valuable metrics that aid in the establishing priorities. Some examples of those metrics are: what users are using specific services, how many times a minute is a specific service being called upon, and which services are in need of the greatest improvement.

Service Level Management Step 6: Planning for Service Growth

Transaction management solutions provide the resource consumption metrics of services across all of the servers that they utilize, making service capacity planning easy. The Service Level Manager can see what part of the total resource consumption is being consumed by an individual service. The consumption profile of an individual service can be seen across all tiers and the breakdown of how the service is consuming resources at each tier can be seen. With the help of this data, the Service Level Manager can accurately plan for service growth.

Service Level Management Step 7: Charging for Services

Transaction management solutions provide the IP address of every service call, facilitating the chargeback process. The level of service being provided is monitored continuously so that SLAs can be easily proven.

Availability Management and SLA Management

Traditionally, availability management looks at the availability of individual silos. The problem with performing availability management in this manner is that even if each one of the silos is managed to an availability of 99.9%, the actual availability of a service that depends on four separate silos is 99.9% or 99.5%. Therefore, the only kind of availability management that truly keeps the business in mind is SLA Management.

In conclusion; transaction management supports Service Level Management responsibilities by:

  • Ensuring that agreed upon IT services are delivered when and where they are supposed to be, maintaining the Service Level Agreement.
  • Liaising between Availability Management, Capacity Management, Incident Management and Problem Management to ensure that SLAs are achieved within the resources that are defined by the business management.
  • Providing data that will help produce and maintain a service catalog.
  • Helping to ensure that services are provided in a cost-effective, secure, and efficient manner.

Check out how Service Level Management can become a game with SharePath.