To maintain a service catalogue, and to define, agree and monitor service levels with customers by establishing meaningful service level agreements (SLAs) and supportive operational level agreements (OLAs) and underpinning agreements (UAs) with suppliers.

• Define the structure and format of the service catalogue, and create an initial service catalogue based on the service portfolio.
• Define a basic / default SLA valid for all services provided to customers, where no specific / individual SLA are in place.
• Define templates for individual SLAs, OLAs and UAs.
• Identify the most critical supporting service components, and agree OLAs and UAs with those contributing to delivering services to customers.
• Agree individual SLAs with customers for the most important / critical services.

• Defined service portfolio
• General and specific customer requirements

• Maintain the service catalogue
  
  • Add a service to service catalogue
  • Update a service in the service catalogue
  • Remove a service from service catalogue
• Manage SLAs
  
  • Negotiate and sign a new SLA
  • Evaluate and report on SLA fulfilment
  • Notify customer of an SLA violation
  • Update or resign an SLA
• Manage OLAs and UAs
  
  • Negotiate and sign an OLA / UA
  • Evaluate and report on OLA / UA fulfilment
  • Notify supporting party / federation member or supplier of an OLA / UA violation
  • Update or resign an OLA / UA

• Up-to-date service catalogue
• Default / corporate level SLA
• Individual SLAs with customers
• Supporting OLAs and UAs