This project will implement the Service Level Module in UniDesk. The project will set out a common, agreed design and process to be used by all UniDesk users, and then configure UniDesk accordingly. Once configured, the service users will be able to set up Service Level Management according to their own timescales.

This project's objective is the creation of a common Service Level Management process for all users of the system. This delivers several strategic business objectives :-

• this is the next step towards an integrated service desk solution within the ITIL framework of good practise
• the integration of SLA/OLA's with incident management and potentially problem and C&R
• improved reporting to our business users

Project Deliverables are therefore

• Deliver to the partners and users of Unidesk a, agreed, common Service Level Management  module (MUST)
• An agreed, common configuration of the SLM Module within UniDesk (MUST)
• Agreement over which parts are to be managed locally across the environments (MUST)
• Agreed outputs (reports, views, selections) to support SLM (MUST)
• Ensure that any interactions with existing processes will be common (MUST)
• Any load testing or performance testing as/if required (SHOULD)

Out of Scope

The project will not rollout the SLM to any university, but ensure that it is ready for use when any institution is ready to use it.

Each university may select an existing business/service to validate the process for QA purposes within the project.