Operating Level Agreement (OLA) Template
|
|
- Nigel Park
- 6 years ago
- Views:
Transcription
1 Operating Level Agreement (OLA) Template About this template This template provides a consistent format for all Operating Level Agreements (OLAs) between internal departments of ITS and a recognized IT customer requesting IT services(s). It addresses responsibilities and procedures for these internal departments, whose purpose is to provide IT services and support to the UCSC community. The objective of the OLA is to present a clear, concise and measurable description of the services provided. For additional Service Provider responsibilities, refer to the related document, OIT Incident Management System Operations Policy (Remedy/ServiceWare). How to use this template Save this template under a new name before making any changes. To save the template under a new name 1 On the File menu, click Save As. The Save As window opens. 2 In the Save in box, select the location for the new file. 3 Enter a new name in the File name box. 4 Click Save. Use only the sections of this document relevant to the SLA being addressed. Delete any non-relevant sections. Delete any blue text during final revision. Blue text indicates instructional information. Replace pink text with appropriate relevant text. Pink text also indicates a cross-reference you may need to modify or delete. Reformat pink text to black. Do not revise red text. Reformat red text to black during final revision. Delete the template watermark. To delete the template watermark 1 On the View menu, click Header and Footer. The Header and Footer toolbar opens. 2 In the document, select the template watermark. 3 Press DELETE. 4 Click Close in the Header and Footer toolbar. Change the header to reflect the appropriate Service Provider. To change the header 1 On the View menu, click Header and Footer. The Header and Footer toolbar opens. 2 Select and delete the appropriate items from the header. 3 In the Header and Footer toolbar, click Close. Generate a new table of contents after final edits are made. To generate a new table of contents 1 Right-click in the Contents. A context-sensitive menu appears. 2 Select Update Field. The Update Table of Contents window opens. 3 Select Update entire table. 4 Click OK. The Contents is updated. Select this instructional page and press DELETE. Rev. 01/30/07 1 OLA template 0129.doc
2 Operational Level Agreement (OLA) for [Consumer] by [Provider] Effective Date: Document Owner: Version Version Date Revision / Description Author Approval Approver Title Approval Date Agreement Termination Approver Title Termination Date Other Agreement Ref.:
3 Table of Contents Operating Level Agreement (OLA) Template General Overview Parties Responsible... 4 Stakeholders... 4 Hours of coverage Supported Services and Charges... 5 Service Scope... 5 Service Components... 5 Customer Requirements... 6 Service Provider Requirements... 6 Service Assumptions Roles and Responsibilities... 7 Stakeholder Stakeholder Stakeholder Prioritization and Escalation... 7 Incident Prioritization... 7 Service Prioritization Service Requests/Response Times... 8 Service Requests... 8 Service Maintenance... 8 Service Exceptions Reporting, Reviewing and Auditing Appendix A: Associated Policies, Processes and Procedures... 9 Incident Management... 9 Major Incident Handling... 9 ITS Service Outage Announcement Process Change management (initiated by group providing service)
4 General Overview This document represents an Operational Level Agreement ( OLA ) between [Consumer] and [Provider] to document the work and response times for supporting [service name from service catalog or elsewhere] ( The Service ). This OLA shall remain valid until revised or terminated. The purpose of this Operational Level Agreement ( OLA or Agreement ) is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to: Provide clear reference to service ownership, accountability, roles and/or responsibilities. Present a clear, concise and measurable description of service provision to the customer. Match perceptions of expected service provision with actual service support & delivery. Include / revise Purpose, Goal and/or Objectives relative to the specific goals and/or services of the organization. 2 Parties Responsible Stakeholders List all relevant contact persons, for example: The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this OLA: IT Service Provider(s): ( Provider ) IT Customer(s): ( Customer ) Stakeholder Title / Role Contact Information [Stakeholder 1] [Title / Role] [Contact Information] [Stakeholder 2] [Title / Role] [Contact Information] [Stakeholder 3] [Title / Role] [Contact Information] [Stakeholder 4] [Title / Role] [Contact Information] Hours of coverage List all Service Providers hours of coverage. Service Provider Availability (Internal) Hours of Operation (To customers) Support Center Monday-Friday, 8am 5pm Monday-Friday, 8am 5pm
5 3 Supported Services and Charges State specifically the services provided by each silo involved, listing the deliverables for each party. This is not the same as the IT Services covered under the Objectives & Scope, but rather the services each party will render to the other. This Agreement covers the following Services. The IT Service Catalog contains full descriptions, specifications, and costs (if any). Reference No. Service OR (above, ola by service. Below, ola by service category. This begs the question about ola development re: by service or by unit) In order to effectively support Service Level Agreements and/or other dependent agreements, policies, processes and/or procedures, specific service parameters must be defined. Service Scope The following Services are covered by this Agreement; full descriptions, specifications and costs are outlined in the IT Service Catalog. (References to the Service Catalog may be pasted into this document or added as an Appendix to the Agreement for clarification, if required) Reference No. Service Batch Processing Data Backup Service Support Service Components As a subset of services provided, the physical and/or logical components covered by this Agreement include the following: (Itemize all applicable infrastructure components associated with service provision, including any hardware and/or software) Component Name Component Description Component Location Application Server X Primary application server for IP Application Z
6 Application Server Y File & Print Server Z Network Hub A Operating System B Customer Requirements Backup application server for Application Z File & Printer Server for Application Z Network Hub for all Application Z traffic Operating system on Application Servers X and Y IP IP IP Resides on Application Server Y and Y Customer responsibilities and/or requirements in support of this Agreement include: List Customer responsibilities; these can be categorized by department, application or specific to service parameters. Adherence to any related policies, processes and procedures outlined in Appendix A: Related Policies, Processes and Procedures. Appropriate incidents and/or request prioritization as previously outlined and/or in cooperation with the Service Provider. Advanced scheduling of all service related requests and other special services with the Service Provider. Creation and maintenance of all required project documentation. Appropriate use of support toolsets as outlined in Appendix A: Related Policies, Process and Procedures. Payment for all service-related setup and/or configuration costs prior to service provision. Review related service hours logged by Service Provider for accuracy. Review all service related reports distributed by the Service Provider. Reasonable availability of customer representative(s) when resolving a service related incident or request. Service Provider Requirements Service Provider responsibilities and/or requirements in support of this Agreement include: List Service Provider responsibilities; these can be categorized by department, application or specific to service parameters. Meeting response times associated with service related incidents. Generating quarterly reports on service levels for Customer (-see Service Level Management). Training required staff on appropriate service support tools. Logging all Provider resource hours associated with services provided for review by the Customer. Appropriate notification to Customer for all scheduled maintenance (-see Service Level Management). Facilitation of all service support activities involving incident, problem, change, release and configuration management. Service Assumptions Assumptions related to in-scope services and/or components include: Services are provided to internal IT customers only. Internal customer user base will remain within 10% of current staff levels.
7 Funding for major upgrades will be provided by the Customer and treated as a project outside the scope of this Agreement. Changes to services will be communicated and documented to all stakeholders. 4 Roles and Responsibilities For the agreed services covered, document who has responsibility for each step in delivering the service.. (These can be also be categorized as Help Desk, Network and/or Application specific.) Stakeholder 1 Outline Stakeholder 1 s responsibilities, Stakeholder 1 agrees to: Be willing and available to provide critical information within <x> hours/minutes of receiving a request for information from Stakeholder 2 seeking to resolve a Stakeholder 1 issue. <><><> <><><> Stakeholder 2 List Stakeholder 2 s responsibilities. Stakeholder2 agrees to: Meet response times associated with the priority assigned to issues. Generate and share with Stakeholder 1 periodic reports to monitor compliance with service goals (see Service goals on page Error! Bookmark not defined.). Stakeholder 3 List Stakeholder 3 s responsibilities (these would be customer requirements in support of this agreement) Stakeholder 3 agrees to: Adherence to any related policies, processes and procedures outlined in Appendix A: Related Policies, Processes and Procedures. Appropriate incidents and/or request prioritization as previously outlined and/or in cooperation with the Service Provider. Advanced scheduling of all service related requests and other special services with the Service Provider. Creation and maintenance of all required project documentation. Appropriate use of support toolsets as outlined in Appendix A: Related Policies, Process and Procedures. Payment for all service-related setup and/or configuration costs prior to service provision. Review related service hours logged by Service Provider for accuracy. Review all service related reports distributed by the Service Provider. Reasonable availability of customer representative(s) when resolving a service related incident or request. <><><> 5 Prioritization and Escalation This section will probably be the most contentious to define, since failure to perform can result in escalation. It is important to stress that the goal is not finger pointing or to make another department a scapegoat, but to assure delivery of prompt service as agreed, and the acceleration of support for high priority issues. Incident Prioritization The support center will prioritize incoming requests as high priority if the request meets any one of the following criteria: 7.1 Significant number of people affected.
8 Organizational structure is a multiplier for number of people affected. 7.2 Percentage of total tasks that can no longer be performed by individuals. 7.3 Academic and Administrative Calendar deadlines. 7.4 Significant impact on the delivery of instruction. 7.5 Significant or lasting impact on student academic performance. 7.6 Significant risk to law, rule, or policy compliance. Service Prioritization <><><>placeholder<><><> 6 Service Requests/Response Times Clear and unambiguous definitions of how long it will take the parties to respond. For example, if the OLA is between the Service Desk and the mainframe group, this section might include the definition of initial response to inquiry; time to review and evaluate; time to perform diagnostics; etc. These times must align with the escalation times as well. Service Requests In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: Priority Initial Status Ongoing Status Escalation Normal 2 hours As needed Need to discuss High 30 minutes As needed Need to discuss Response times listed are in business hours Initial Status: Ticket assignee enters note in IT Request that describes the current status of the request. Initial status note should include estimated time of next status note Refer to the service support policies, processes and related procedures for additional information in Appendix A: Related Policies, Processes and Procedures. Specific incident and/or request parameters, thresholds and/or samples may be inserted here for additional clarification. Service Maintenance All services and/or related components require regularly scheduled maintenance ( Maintenance Window ) in order to meet established service levels. These activities will render systems and/or applications unavailable for normal user interaction for the following locations and timeframes: Location(s): [Location(s)] Timeframe(s): [Timeframe(s)] e.g.: 2:00 a.m., Sundays, U.S. Eastern time Time Sunday Monday Tuesday Wednesday Thursday Friday Saturday Begin 02:00 EST 0:00 0:00 02:00 EST 0:00 0:00 0:00
9 End 14:00 EST 0:00 0:00 02:30 EST 0:00 0:00 0:00 Add additional locations and timeframes as required Service Exceptions Any deviations from current policies, processes and standards are noted by the following Service Exceptions: (Insert any special exceptions related to coverage times and dates) Exception Parameters Coverage Federal Holidays N/A No coverage Fiscal Year Close Last business day in May Additional coverage, 8:00 a.m. to 5:00 p.m. U.S. Eastern time Emergency service coverage Critical business need Customer may request support by contacting the Service Desk 7 Reporting, Reviewing and Auditing Any agreement requires oversight and reporting, and no agreement runs forever. This section clearly defines the duration of the OLA, when and under what conditions to review the OLA, and when, what and to whom to report. Also included in this section should be Key Performance Indicators (KPIs) so that the OLA owner can track performance and if required take action before breaches occur. This Agreement is valid from the Effective Date outlined herein and is valid until the Date of Termination. The Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Designated Review Owner ( Document Owner ) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. Designated Review Owner: [Document Owner] Review Period: [Review Period] e.g. Annually or Quarterly Previous Review Date: [Last or Previous Review Date] Next Review Date: [Next Review Date] This Agreement will be posted to the following location and will be made accessible to all stakeholders: Document Location: [OLA Directory and/or Location] 8 Appendix A: Associated Policies, Processes and Procedures Incident Management <><><>Place holder <><><> Major Incident Handling <><><>Place holder <><><>
10 ITS Service Outage Announcement Process ITS Service Outage Announcement Process Planned and Unplanned (Emergency) Outages When to Use this Process: This is a communication process for ITS service outages during standard business hours in order to lessen campus impact. This process is directly associated with Change Management and is used for all service changes that require communication. In collaboration with other ITS units, the Portfolio Management Group (PMG) will manage all internal and external service announcements for ITS. All service messages are reviewed and edited, and once approved, distributed by Lisa Bono, ITS Communication Coordinator. This process is required when there is a planned or unplanned service outage visible to the client or an emergency service failure. This process is optional for other service changes, including routine maintenance, that need to be communicated. Steps for Planned Service Outages: 1) Here are questions to guide your thinking on what needs to be communicated: Who will this outage affect? If the service outage affects clients, who and how many, is there training involved, and what are some of the ways the clients might be affected. Am I prepared? Are the appropriate representatives, (e.g., end users, ITS management, Support Center, providers of the service) aware of the risks associated with the outage. What will happen if I don t do this planned service outage? Is the outage due to the need for emergency work, have I considered the least disruptive way to make the work happen, and have I confirmed this approach with my manager. 2) the service outage information to announce@ucsc.edu a minimum of two weeks prior to the scheduled maintenance date. This preparation window allows time to approve the schedule, prepare the message, and notify the ITS division and other campus groups as necessary. 3) Include this information in your What Happens: Who: requested by, sponsored by, prepared by What: description of outage (service/location) Why: reason for outage When: date and time of proposed outage Audience: If known, who does this outage affect Risk elements: Number of users impacted, training required, time to perform change, local testing, backout/recovery, impact if outage not performed Lisa will discuss the proposed schedule for service outage to the interim change
11 approval board (CAB) for final approval. This group currently consists of Bill Hyder, Brad Smith, Pat LeCuyer, Janine Roeth, Divisional Liaisons, Support Center Managers, and specific directors associated with the outage. Once approved, Lisa communicates the outage and adds to the ITS online maintenance calendar. Change management (initiated by group providing service) Define the process for managing changes to service delivery, including enhancements or upgrades in products or services. Describe the anticipated scope of changes, including impact on availability of applications or network resources. Describe the change validation process, that is, how the success or completion of the change is verified and closure achieved, and who is responsible. The ITS Change Management policy is to ensure that standardized methods and procedures are used for the efficient and prompt handling of all changes, to minimize the impact of any related incidents upon ITS services. There will be one change management process to identify, assess, prioritize and schedule changes to the production environment. All changes affecting the characteristics or configuration within the production applications and infrastructure for which ITS has accountability will be subject to the change management process. A risk assessment level will be associated with every change and will be assigned using the predetermined criteria. The approving authority will be based on the risk assessment. The Change Management process has several stages as illustrated in the following diagram:
12
Service Level Agreement (SLA) Template
Service Level Agreement (SLA) Template About this template This template provides a consistent format for all Service Level Agreements (slas) between ITS and a recognized customer requesting IT services(s).
More informationDatabase Services - Standard
1 General Overview This is a Service Level Agreement ( SLA ) between and Database Services to document: The technology services Database Services provides to the customer. The targets for response times,
More informationService Level Agreement (SLA)
Service Level Agreement (SLA) For: Central Dauphin School District By: Information Technology Services Department Effective Date: January 25, 2012 Table of Contents Agreement Overview Goals & Objectives
More informationService Level Agreement (SLA) for Customer by HadoopRevealed Inc.
(SLA) for Customer by HadoopRevealed Inc. Effective Date: 09-01-2015 Document Owner: HadoopRevealed Inc. Version Version Date Description Author 1.0 09-01-2015 Steven Meister 1.1 Date Revised Author Name
More informationService Level Agreement (SLA) for Customer by PPMP
Service Level Agreement (SLA) for Customer by PPMP Effective Date: 1.07.2014 Document Owner: PPMP Version Version Date Description Author 1.3 01.12.2014 Service Level Agreement Revised John McInerney Approval
More informationService Charter for IT Support
Service Charter for IT Support Effective Date: 01-09-2017 Document owner: Computing Services [Gordon Roberts] Version Version Date Description Author 1.0 15/9/17 Service Charter Gordon Roberts Approval
More informationOperational Level Agreement: SQL Server Database Incidents and Requests
Operational Level Agreement: SQL Server Database Incidents and Requests Version 0.4 02/19/2015 Contents Document Approvals Operational Level Agreement Overview Description of Services Services Included
More informationDesktop Support Program Service Level Expectations
Desktop Support Program Service Level Expectations DRAFT Version 1.0 February 1, 2014 Page 1 of 7 Service Description Desktop support services provides installation and updates of desktop, laptop or tablet
More informationITS Change Management Process
ITS Change Management Process Change Approval Board (CAB) The overall goal of Change Management within Information Technology Services (ITS) at UNC Chapel Hill is to align changes to the business and academic
More informationService Level Agreement (SLA) for. PHRED Solutions Inc.
Service Level Agreement (SLA) for by Effective Date: 1-15-2013 Document Owner: Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) Approvers Role Signed
More informationITS Service Level Agreement
SAN JACINTO COMMUNITY COLLEGE DISTRICT ITS Document Owner: ITS Customer Care 01/10/2012 Change Log: Revision Number Date Changes By PG5-SEC5.3 1/7/2015 Norberto Valladares PG5-SEC5.3 2/25/2015 Norberto
More informationService Level Agreement (SLA) for COMPANY by. Integrity Property Services
(SLA) for COMPANY by Effective Date: DATE Document Owner: Version Version Date Description Author 1.0 DATE Natalie Scanlon Approval (By signing below, all Approvers agree to all terms and conditions outlined
More informationService Level Agreement (SLA) for IPA Offices By. Dubuque Internal Medicine
(SLA) for IPA Offices By Effective Date: 02-14-2013 Document Owner: s IT department Version Version Date Description Author 1.0 12-01-2012 Kathy Oberbroeckling 1.1 02-14-2013 Updates Peter Koshakji Approval
More informationMASTER SERVICE LEVEL AGREEMENT (MSLA)
MASTER SERVICE LEVEL AGREEMENT (MSLA) Charles Darwin University Document Owner Service Level Manager Zubair NAQVI Zubair NAQVI Version Date Revision/Description Author 1.00 16 February 2010 Creation Zubair
More informationUNC School of Medicine IT. Service Level Agreement
UNC School of Medicine IT Service Level Agreement 1 Table of Contents Purpose... 2 Scope of Agreement... 2 Services Provided under this Agreement... 2 Service Catalog... 2 Changes to Service Level Agreement...
More informationUnderstanding Change Types. Scope
Change Management Standard Goal: The primary goal of the Change Management process is to reduce disruption and increase transparency of changes that occur in our IT environment. Managing change is one
More informationMoogsoft Inc. Support Addendum
Moogsoft Inc. Support Addendum This Support Addendum (this Addendum ) is an addendum to and deemed incorporated into and made a part of the End User License Agreement between Moogsoft and You (the Agreement
More informationACDI Maintenance & Support Terms
ACDI Maintenance & Support Terms Overview This document outlines the Service Level Agreement (SLA) provided by Access Control Devices Inc., (ACDI), to end-users for the provisioning of Technical Support
More informationLake Geauga Computer Association
Lake Geauga Computer Association Software Support SLA Statement of Intent The Information Technology Center LGCA and school district mutually agree that this Service Level Agreement (SLA) documents all
More informationITSM Process Description
ITSM Process Description Office of Information Technology Service Catalog Management ITSM Process Description Service Catalog Management Page 1 Table of Contents Table of Contents 1. Introduction 2. Service
More informationProposed Service Level Agreement For Medium SaaS Projects
Proposed Service Level Agreement For Medium SaaS Projects THIS ON-LINE SERVICES AGREEMENT (this Agreement ) shall commence on June 15, 2012, or upon execution of this Agreement, whichever date is later,
More informationService Level Agreement
Service Level Agreement Overview The purpose of this document is to detail an agreement between Customer (hereafter referred to as Customer ) and NDSU Enterprise Computing and Infrastructure (ECI) for
More informationAPPENDIX H KEY PERFORMANCE INDICATORS AND SERVICE LEVEL AGREEMENTS
APPENDIX H KEY PERFORMANCE INDICATORS AND SERVICE LEVEL AGREEMENTS 1 Key Indicators Instructions This document defines the Service Level Agreements (SLAs) and Key Indicators (KPIs) that the vendor is required
More informationSage People Service Level Standard
Sage People Service Level Standard Effective Date: 14 th June 2017 Document Owner: Sage People Limited Version Control Version Date Description Author 1.0 03/11/2016 Created JW 2.0 29/12/2016 Updated Explanation
More informationIBM Infrastructure Security Services - Managed Security Information and Event Management (Managed SIEM)
IBM Infrastructure Security Services - Managed Security Information and Event Management (Managed SIEM) DK_INTC-8838-00 11-2011 Page 1 of 17 Table of Contents 1.Scope of Services...3 2.Definitions...3
More informationDESKTOP SUPPORT SERVICE LEVEL AGREEMENT
DESKTOP SUPPORT SERVICE LEVEL AGREEMENT Pace University and Client Support Offices Summary This document covers the desktop support services offered from the Client Support Office for Pace University members.
More informationSchedule Editor for Supervisors of Non-Exempt Employees
Schedule Editor for Supervisors of Non-Exempt Employees Using Schedule Editor Table of Contents Accessing Schedule Editor... 5 CalTime Home Screen for Supervisors... 5 Schedule Editor s Tabs... 5 Schedule
More informationUSERS GUIDE. Change Management. Service Management and ServiceNow SERVICE EXCELLENCE SUITE
USERS GUIDE Change Management Service Management and ServiceNow SERVICE EXCELLENCE SUITE Table of Contents Introduction... 3 Overview, Objectives, and Current Scope... 4 Overview... 4 Objectives... 4 Current
More informationAgenda Item. Issue under Consideration: Contract #12-037, Technology Assessment Master Agreement
Agenda Item Item: 6a Issue under Consideration: Contract #12-037, Technology Assessment Master Agreement Current Status: The County has an existing agreement with VC3, Incorporated to provide management
More informationGuidance. AN INTRODUCTION TO SERVICE LEVEL AGREEMENTS (SLAs)
Guidance notes for FM AN INTRODUCTION TO SERVICE LEVEL AGREEMENTS (SLAs) Published by the British Institute of Facilities Management December 2017 Guidance notes for FM Introduction What is the purpose
More informationIMPLEMENTING ITIL BEST PRACTICES
IMPLEMENTING ITIL BEST PRACTICES How to Develop Operational and Product By: John Neels Introduction The categorization of events is probably one of the most important aspects of tracking IT Service Management
More informationResearch Administration Systems SLE
Research Administration Systems SLE Service Overview... 2 Service Features... 2 Service Warranty... 7 Support Model... 7 Support Hours and Initial Response Times... 8 Support Request Resolution Targets...
More informationSDL Customer Support Service Policy
SDL Customer Support Service Policy This document describes SDL policy for the provision of Customer Support Services to its Clients. SDL aims to provide a professional, timely and efficient approach to
More informationExhibit E LeanSight SLA. LeanSight SERVICE LEVEL AGREEMENT (SLA)
Exhibit E LeanSight SLA 1. OVERVIEW LeanSight SERVICE LEVEL AGREEMENT (SLA) 1.1 Preface. This Service Level Agreement ( SLA ) lists all of the service levels that are provided by LeanSight BV ( LeanSight
More informationService Level Agreement ( SLA ) PLEASE READ THIS AGREEMENT CAREFULLY; THIS IS A BINDING CONTRACT.
Service Level Agreement ( SLA ) PLEASE READ THIS AGREEMENT CAREFULLY; THIS IS A BINDING CONTRACT. This Arbre Technologies Service Level Agreement ( SLA ) is a policy governing the use of the Arbre Technologies
More informationUniversity of North Carolina at Chapel Hill. University of North Carolina. Time Information Management (TIM)
Using time Information Management (TIM) Time Stamp Employees Using Time Information Management University of North Carolina at Chapel Hill (TIM) University of North Carolina Time Information Management
More informationSage 100 Direct Deposit. Getting Started Guide
Sage 100 Direct Deposit Getting Started Guide This is a publication of Sage Software, Inc. 2017 The Sage Group plc or its licensors. All rights reserved. Sage, Sage logos, and Sage product and service
More informationBusiness Intelligence Data Warehouse, BIDW SLE
Business Intelligence Data Warehouse, BIDW SLE Service Overview... 2 Service Features... 2 Service Warranty... 3 Support Model... 3 Support Hours and Initial Response Times... 4 Support Request Resolution
More informationIT Services Change Management
IT Services Change Management Page 1 of 9 Document Control Profile: Type of document: STANDARD OPERATING POLICY & PROCEDURE Document Number: ITS 1.09 Title: IT Services Change Management Division/Department:
More informationContents. Change Management Departmental Procedures
Contents Scope... 3 Out of Scope... 3 Key Definitions... 3 Roles and Responsibilities... 4 Metrics and Reporting... 5 Activities, tasks, workflows, and work instructions... 5 Communications... 5 Classification
More informationBPO Service Level Agreement
BPO Service Level Agreement Versión / Version: 2.3 Código Documento / Document Code: AVSP-BPO-OD-001-SLA Fecha Emisión / Distribution Date: November 30, 2014 Elaboró / Created by: Revisó / Reviewed by:
More informationCUSTOMER SUPPORT HANDBOOK
CUSTOMER SUPPORT HANDBOOK 1 P a g e Table of Contents Welcome to JMO Customer Support... 1 JMO Technical Support offers you:... 1 Our Mission... 1 Hours of Operation... 1 JMO Technical Support Ticket System...
More informationIT HELP DESK RFQ SUPPLIER QUESTIONS AND COMMONWEALTH ANSWERS. Questions Submitted prior to the 4/4/12 Preproposal Conference
Questions Submitted prior to the 4/4/12 Preproposal Conference 1. Based on your Service Level of a 10 minute or less average talk time, is there any additional process time required after the call is terminated?
More informationInformation Technology Services Change Control Procedure
Approved: September 24, 2017 A. Purpose To regulate changes to hardware and software maintained by Information Technology Services (ITS) to support production systems and services. Change Control Requests
More informationThis guide which is primarily intended for administrators and supervisors includes the following sections:
Micro Focus Service Desk - Getting Started May 2017 The Micro Focus Service Desk Getting Started guide gives information about the basic steps that are required to quickly configure Micro Focus Service
More informationIT CHANGE MANAGEMENT Enterprise Change Management Process VERSION: 3.4 REVISION DATE: 06/23/17
IT CHANGE MANAGEMENT Enterprise Change Management Process VERSION: 3.4 REVISION DATE: 06/23/17 Contents About this Process Document... 1 1.1 Intended Audience... 1 1.2 Assumptions... 1 Change Management...
More informationV9 Jobs and Workflow Administrators Guide DOCUMENTATION. Phone: Fax:
V9 Jobs and Workflow Administrators Guide DOCUMENTATION Phone: 01981 590410 Fax: 01981 590411 E-mail: information@praceng.com CHANGE HISTORY ORIGINAL DOCUMENT AUTHOR: MICHELLE HARRIS DATE: APRIL 2010 AUTHOR
More informationMobile Device Management Service Service Level Agreement
Mobile Device Management Service Service Level Agreement Table of Contents 1 General Overview... 2 2 Service Description... 2 3 Service Scope... 2 3.1 Included in Service... 2 3.2 Service Boundaries...
More informationSection II: Schedule of Requirements
Section II: Schedule of Requirements Background UNOPS supports the successful implementation of its partners peacebuilding, humanitarian and development projects around the world. Our mission is to serve
More informationProject Plan City of Newport News; Department of Health and Human Services
Project Plan City of Newport News; Department of Health and Human Services 7/14/2010 Harmony Information Systems, Inc. 12120 Sunset Hills Road, Suite 500 Reston, VA 20190 MAIN: 703-674-5100 www.harmonyis.com
More informationChange Management. Agenda. Computing and Telecommunications Services. Overview Definitions Types of Changes Risk Assessment Process Using ServiceNow
Change Management Computing and Telecommunications Services Agenda Overview Definitions Types of Changes Risk Assessment Process Using ServiceNow 1 Overview Definitions Change The addition, modification
More informationSchedule D Service Level Agreement (SLA) Page 1/12
Schedule D Service Level Agreement (SLA) Page 1/12 SCHEDULE D - SERVICE LEVEL AGREEMENT 1. INTERPRETATION This Schedule serves as Schedule D to the License Agreement between Sendsteps and Licensee. In
More informationHRMS Service Level Expectation
HRMS SLE Service Overview... 2 Service Features... 2 Service Warranty... 5 Support Model... 5 Support Hours and Initial Response Times... 6 Support Request Resolution Targets... 7 Service Request Fulfillment
More informationBMC Batch Impact Manager and BMC CONTROL-M/Forecast. August 2006
BMC Batch Impact Manager and BMC CONTROL-M/Forecast August 2006 9/2/2006 Business Service Management The challenges our customers tell us they are facing in IT IT Operations How do changes or failures
More informationCITY OF KOTZEBUE REQUEST FOR PROPOSAL ADMINISTRATION IT SERVICES FOR FY18 REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES
CITY OF KOTZEBUE REQUEST FOR PROPOSAL 18-01 ADMINISTRATION IT SERVICES FOR FY18 REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Vendors are required to provide as much detail as possible in
More informationClient: [Company.Name] Address: [Company.Address]
Service Level Agreement (SLA) for Sage 200 Suite by ITAS (IT Accounts Support Ltd) Client: [Company.Name] Address: [Company.Address] Sage 200 Solution Access and Support Provider Agreement Effective Date:
More informationLet s Connect Successfully working together
Let s Connect Successfully working together In this handbook you will find the primary information that you ll need as a Brennan IT customer. Included are the processes we follow, Service Desk procedures,
More informationParagon Software Group
Group Technical Support Policy Table of Contents TABLE OF CONTENTS 2 PARAGON TECHNICAL SUPPORT - MISSION STATEMENT 3 INTRODUCTION 4 Purpose of this document 4 Disclaimer 4 SUPPORT SERVICES OVERVIEW 5 Support
More informationLet s Connect Successfully working together
Let s Connect Successfully working together In this handbook you will find the primary information that you ll need as a Brennan IT customer. Included are the processes we follow, Service Desk procedures,
More informationSecurity Monitoring Service Description
Security Monitoring Service Description Contents Section 1: UnderdefenseSOC Security Monitoring Service Overview 3 Section 2: Key Components of the Service 4 Section 3: Onboarding Process 5 Section 4:
More informationGMS NETWORK PLUS PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. GMS Network Plus
GMS NETWORK PLUS PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Plus Service. If you require more detailed technical information, please contact your
More informationIBM Emptoris Services Procurement on Cloud
Service Description IBM Emptoris Services Procurement on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized users and recipients
More informationVendor: Peoplecert. Exam Code: CMS7. Exam Name: ITIL V3 Foundation. Version: Demo
Vendor: Peoplecert Exam Code: CMS7 Exam Name: ITIL V3 Foundation Version: Demo Topic 1, Volume A QUESTION NO: 1 Which of the following is NOT an example of Self-Help capabilities? A. Requirement to always
More informationSOX 404 & IT Controls
SOX 404 & IT Controls IT Control Recommendations For Small and Mid-size companies by Ike Ugochuku, CIA, CISA TLK Enterprise 2006, www.tlkenterprise.com INTRODUCTION Small, medium, and large businesses
More informationSoftware Maintenance Terms
Software Maintenance Terms Modula4 Software Maintenance provides software upgrades and technical support for your system software at no additional charge. Software Updates During the period of your Software
More informationExin ITIL Exam Topic 1, Volume A QUESTION NO: 1. Which of the following is NOT an example of Self-Help capabilities?
Topic 1, Volume A QUESTION NO: 1 Which of the following is NOT an example of Self-Help capabilities? A. Requirement to always call the service desk for service requests B. Menu-driven range of self help
More informationWHITE PAPER MARCH Improve ROI of PeopleSoft Enterprise With Business Automation
WHITE PAPER MARCH 2018 Improve ROI of PeopleSoft Enterprise With Business Automation 2 WHITE PAPER IMPROVE ROI OF PEOPLESOFT ENTERPRISE WITH BUSINESS AUTOMATION ca.com Table of Contents Section 1 4 Introduction
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Unix operating systems. Processes and Best Practices Guide (Classic Mode)
HP Service Manager Software Version: 9.40 For the supported Windows and Unix operating systems Processes and Best Practices Guide (Classic Mode) Document Release Date: January 2015 Software Release Date:
More informationVendor: EXIN. Exam Code: EX Exam Name: ITIL Foundation (syllabus 2011) Exam. Version: Demo
Vendor: EXIN Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus 2011) Exam Version: Demo Exam A QUESTION 1 Which role is responsible for carrying out the activities of a process? A. Process owner
More informationThe Incident Management process consists of seven procedures for handling support requests.
Process The Incident Management process consists of seven procedures for handling support requests. The first procedure is called "Support Request Registration". This procedure is used by service desk
More informationITIL from brain dump_formatted
ITIL from brain dump_formatted Number: 000-000 Passing Score: 800 Time Limit: 120 min File Version: 1.0 Экзамен A QUESTION 1 Which role is responsible for carrying out the activities of a process? A. Process
More informationAccounts Payable Service Level Agreement
Shared Services Center Accounts Payable Service Level Agreement Table of Contents 1. Introduction 3 1.1 Agreement Duration 3 1.2 Agreement Purpose 3 1.3 Expectations 3 1.4 Definitions 4 2. Service Overview
More informationNEVADA SYSTEM OF HIGHER EDUCATION SYSTEM COMPUTING SERVICES
NEVADA SYSTEM OF HIGHER EDUCATION SYSTEM COMPUTING SERVICES SERVICES CATALOG REVISED AUGUST 2016 1 Foreword The Nevada System of Higher Education (NSHE) comprises eight institutions, including two universities,
More informationREQUEST FOR PROPOSAL (RFP) FOR CONTRACT MANAGEMENT SYSTEM ISSUED BY THE RFP INFORMATION
REQUEST FOR PROPOSAL (RFP) FOR CONTRACT MANAGEMENT SYSTEM ISSUED BY THE NEW YORK ehealth COLLABORATIVE CONTACT NAME EMAIL ADDRESS SUBMISSION DEADLINE RFP INFORMATION NYeC RFP rfpcontact@nyehealth.org September
More informationProduct Support Agreement
Published: January, 2009 Copyright Copyright 1997-2009 by Efficient Workflow Solutions, LLC. All rights reserved. Trademarks MoversSuite is a trademark of Efficient Workflow Solutions, LLC. Microsoft and
More informationAppendix A - Service Provider RACI Model
Portfolio es: R A C / I P.1 Portfolio Strategy Centralized management of one or more portfolios (major programs), which includes identifying, prioritizing, authorizing, managing, and controlling projects,
More informationEXIN.ITIL _by.getitcert.com Mine Modified
EXIN.ITIL.2012-08-24_by.getitcert.com Mine Modified Number: 000-000 Passing Score: 800 Time Limit: 120 min File Version: 1.0 http://www.gratisexam.com/ Getitcert.com can help you get IT certified without
More informationThe ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
More informationREQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES
REQUEST FOR PROPOSAL INFORMATION TECHNOLOGY SUPPORT SERVICES Family Service Center of Galveston County (hereinafter FSC) is requesting proposals from qualified, professional technology vendors for Information
More informationHow to Drive Business Value with Capacity Management
How to Drive Business Value with Capacity Management 18 July 2017 Your Presenter Jim Smith The Building Blocks Executive Buy-in Benefits realization Assessment Roles and responsibilities Strategy Toolset
More informationIBM Facilities and Real Estate Management on Cloud (TRIRIGA)
IBM Terms of Use SaaS Specific Offering Terms IBM Facilities and Real Estate Management on Cloud (TRIRIGA) The Terms of Use ( ToU ) is composed of this IBM Terms of Use - SaaS Specific Offering Terms (
More informationAlumni and Development Systems SLE
Alumni and Development Systems SLE Service Overview... 2 Service Features... 3 Service Warranty... 5 Support Model... 5 Support Hours and Initial Response Times... 6 Support Request Resolution Targets...
More informationMobile Device Management (MDM)
Mobile Device Management (MDM) Service Level Agreement www.eisit.uk info@eisit.uk Tel: 0300 065 8800 Fax: 01622 663591 EIS The Shepway Centre, Oxford Road, Maidstone, Kent, ME15 8AW Contents 1. Service
More informationIM 3.0 P1P2 Incident Process
IM 3.0 P1/P2 Process Purpose: The purpose of this document is to define the process and tasks associated with the classification and management of Priority 1-2 s in the GOA domain. The goal is to minimize
More informationRequest Fulfillment Management. ITG s CENTRE Service Record Screen
MANDATORY CRITERIA 1. Does the tool facilitate the creation, modification, fulfillment and closure of Service Request records? Comments: Yes. The tool facilitates; the creation of a fulfillment with a
More informationEXIN ITIL. Exam Name: Exin ITIL Foundation
EXIN ITIL Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Name: Exin ITIL Foundation Exam A QUESTION 1 Which role is responsible for carrying out
More informationInformation Services Divisional Change Management Policy In effect: January 1, 2018
Information Services Divisional Change Management Policy In effect: January 1, 2018 Scope of Change Management Change Management refers to a formal process for making changes to IT systems. The goal of
More informationQUMU CLOUD PLATFORM CUSTOMER SUPPORT AGREEMENT
QUMU CLOUD PLATFORM CUSTOMER SUPPORT AGREEMENT I. DEFINITIONS "Approved Support Contacts" means CUSTOMER employees that are authorized to initiate Support Requests with QUMU Customer Support and that are
More informationSage 50 U.S. Edition. Direct Deposit Getting Started Guide
Sage 50 U.S. Edition Direct Deposit Getting Started Guide This is a publication of Sage Software, Inc. 2017 The Sage Group plc or its licensors. All rights reserved. Sage, Sage logos, and Sage product
More informationGreenOrbit Cloud SERVICE LEVEL AGREEMENT
GreenOrbit Cloud SERVICE LEVEL AGREEMENT Minimum 99.5% Uptime Guarantee www.greenorbit.com CONTENTS 1. Agreement Overview... 3 2. Goals & Objectives... 3 3. Stakeholders... 3 4. Service Agreement... 4
More informationSteadyPoint Helpdesk Admin Manual
SteadyPoint Helpdesk Admin Manual 2018 1 P a g e Contents Office 365 Help Desk User Manual... 3 Content... 3 Helpdesk Overview... 3 Why SteadyPoint Helpdesk... 4 Office 365 Help Desk Administration...
More informationChange Management Process
Change Management Process Version 2.0 Version Date: 1 May 2017 Revision Date: 2017-05-01 Page 1 of 11 Table of Revisions Revision Number Description of Change Date of Change Reviewed / Revised By 1.0 Formal
More informationEXECUTION VERSION ATTACHMENT B SERVICE LEVEL AGREEMENT
ATTACHMENT B SERVICE LEVEL AGREEMENT General Overview This is a Service Level Agreement ( SLA ) between the Canon Solutions America, Inc. and the City of Arlington to document: The printing and finishing
More informationStudent Information Systems SLE
Student Information Systems SLE Service Overview... 2 Service Features... 2 Service Warranty... 4 Support Model... 4 Support Hours and Initial Response Times... 5 Support Request Resolution Targets...
More informationINFORMATION TECHNOLOGY SERVICES
INFORMATION TECHNOLOGY SERVICES Information Technology Services: Service Level Agreement (SLA) SLA Number: 100 Related Service Level and Operating Level Agreements: Comments: SLA Revision History Date
More informationTECHNICAL SUPPORT HANDBOOK
TECHNICAL SUPPORT HANDBOOK Before Contacting ProntoForms Support............ 3 1. Search the knowledge base 3 2. Check our status page 3 3. Define the problem and gather background information 3 4. Gather
More informationIBM Business Process Manager on Cloud
Service Description IBM Business Process Manager on Cloud This Service Description describes the Cloud Service IBM provides to Client. Client means the company and its authorized users and recipients of
More informationINSTRUCTION GUIDE FOR RMTS CALENDARS AND WORK SCHEDULES for the Commonwealth of Massachusetts. School-Based Medicaid Program
INSTRUCTION GUIDE FOR RMTS CALENDARS AND WORK SCHEDULES for the Commonwealth of Massachusetts School-Based Medicaid Program Effective FY 2018 Massachusetts Calendar Entry Contents A. RMTS Calendars: Overview
More informationUniversity of. California San Francisco
University of California San Francisco ENTERPRISE CHANGE MANAGEMENT PROCESS VERSION 1.13, REV. 2/ /2/2012 Table of Contents 1 About this Process Document... 4 1.1 Intended Audience... 4 1.2 Assumptions...
More informationMediaocean Global Support Policy
Mediaocean Global Support Policy About this document This document describes how Mediaocean will support clients globally. Change History Version 1.0 Document template update Version 2.0 Terminology updates
More information