Service Level Agreement Policy. Table of Contents
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2 Table of Contents Service Level Agreement... 3 Definition of What a Service Level Agreement is... 3 Sample Service Level Agreement... 4 Assumptions... 4 Service Stakeholders... 5 Service Scope... 5 IT Provider Responsibility... 6 Prioritization... 6 Typical Service Level Agreements... 7 Internal IT SLAs... 7 External SLA... 9 Director IT Management and Control - Job Description Position Purpose Problems and Challenges Essential Position Functions Authority Contacts Position Requirements Career Ladder Sample Metrics System Management Sample Metrics Report What's New Service Level Agreement Sample Metrics Page 1
3 Service Level Agreement Definition of What a Service Level Agreement is A service-level agreement (SLA) is a contract between a service provider and a customer that specifies, usually in measurable terms, what services the network service provider will furnish. Many Internet service providers provide their customers with an SLA. More recently, IT departments and their CIOs have adopted the idea of writing a service level agreement so that services for their customers (users in other departments within the enterprise) can be measured, justified, and perhaps compared with those of outsourcing network providers. Some metrics that SLAs may specify include: What percentage of the time services will be available? The number of users that can be served simultaneously Specific performance benchmarks to which actual performance will be periodically compared The schedule for notification in advance of network changes that may affect users Help desk response time for various classes of problems Dial-in access availability Usage statistics that will be provided. Page 3
4 Sample Service Level Agreement This is a Service Level Agreement ( SLA ) between (client) and the (IT Provider) to document: The technology services IT Provider provides to the campus The general levels of response, availability, and maintenance associated with these services The responsibilities of IT Provider as a provider of these services and of clients receiving services Processes for requesting services This SLA covers the period from to and will be reviewed and revised at the end of this period. Or This SLA shall remain valid until revised or terminated. Assumptions This service level agreement is made with the following assumptions: Services provided by IT Provider are clearly documented in the its service catalog. Major upgrades will be treated as projects outside the scope of this Agreement. Funding for major updates will be negotiated on a service-by-service basis. Changes to services will be communicated and documented to all stakeholders via. Service will be provided in adherence to any related policies, processes and procedures Scheduling of all service related requests will be conducted in accordance with service descriptions. Page 4
5 Service Provider Setting Priorities The service provider will make every effort to resolve issues at the time of the service call. This will be the initial method for resolving issues before assigning a priority level. The staff will log and assign priorities for all requests not resolved at the time of the call, based on specific definitions. Requests will be handled according to the priority assigned to them. The following table describes the priority levels assigned to requests for hardware/software problem resolution with associated response and completion time commitments. Priority Definition Response Time SLA Resolution Time SLA Urgent An issue that affects the entire enterprise or that adversely impacts over 50% of the enterprise s customer or supplier base Immediate Within four hours High An issue with no know workaround that affects a single user Within 2 hours Within one work day Medium A general service request or issue with a workaround solution Within 8 hours Within two work days Low A service request that does not require immediate attention or involves long range planning Within 2 work days Within five work days Page 12
6 Director IT Management and Control - Job Description Position Purpose The position is responsible for providing administrative direction, support systems as well as communication of performance and inter-enterprise billings between the Information Technology organization and its internal and external users. This includes all Information Technology functions of the enterprise, including all data centers, technical service centers, production scheduling functions, help desks, communication networks (voice and data), computer program development and computer systems operations. He or she is responsible for maintaining the integrity of the books and records for Information Technology and the office of the Chief Information Officer including computerized and manual systems. He or she provides overall support in management and definition of all computer and communication activities within the enterprise. The overall scope of responsibility for this position includes: Problems and Challenges Finance and administration for all IT activities including charge back systems, contract administration, purchase order approval and administration and accounts payable management; Compliance with Sarbanes-Oxley requirements; ISO 2000 standards; Quality assurance and control for all services and products delivered by IT; Human resource activities including recruiting, promotion, transfers, termination and salary administration; Data security administration, compliance monitoring and control; and Vendor management and administration. This position requires time management skills for directing a variety of projects in addition to an understanding of the ways in which information technology is applied within the enterprise. The position requires supervisory/management experience and the flexibility to deal with people at a variety of levels; internally - enterprise staff, board of directors, finance staff, other senior executive staff, and externally - auditors and other groups. Page 13
7 System Management Sample Metrics Report Number Reported Events / Problems - Nightly Batch Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Procedures Programs Misc Number of On-Line Transactions 200, , , , , ,000 80,000 60,000 40,000 20,000 0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec SQL E-Commerce Other Page 17
8 What's New Version 2.1 Version 2.0 Version 1.0 Revamped structure of standard Service Level Agreement Updated to reflect latest best practices Updated policy with a definition of a generic Service Level Agreement Added priority setting sample rules Released SLA Template Page 18
9 Service Level Agreement Sample Metrics Copyright 2017 Janco Associates, Inc. ALL RIGHTS RESERVED All Rights reserved. No part of this document may be reproduced by any means without the prior written permission of the publisher. No reproduction or derivation of this book shall be re-sold or
10 Service Levels System Management Weekly Call Volumes Response Times Desktop - Mean Time To Repair Problem Analysis Ticket Volumes by Group Tickets by Severity Infrastructure Infra Notes Infra Comm 1 Infra Comm 2 Internet Usage Abend Analysis Tracking Abends Abend Impact Applications Application Development System Monitoring Center 1st SMC Group 2nd SMC Group 3 rd SMC Group 4th SMC Group 5th SMC Tape Rpt Aging Dataset Aging Example Metrics SMC SRT (Cars,IW, M&D, DATool) SMC SRT (All Summary) SMC SRT (MAPS, OfficeV) SMC SA (CARS,MAPS, IW, M&D) Sample SLA Metrics
11 Service Levels Average End User Response Time R&D Average End User Response Time ,000, ,000 Seconds ,000,000 9,000,000 6,000,000 3,000,000 Avg. # Daily Transactions # Transactions Network Host Time Seconds ,000 20,000 10,000 Avg. # Daily Transactions Dec-06 Dec-13 Dec-20 Dec-27 Jan-03 Jan-10 Jan-17 Jan-24 Jan-31 Feb-07 Feb-14 Feb-21 Dec-06 Dec-13 Dec-20 Dec-27 Jan-03 Jan-10 Jan-17 Jan-24 Jan-31 Feb-07 Feb-14 Feb-21 Discussion End User response time continues to be on target for the report ing period, In addition, there are several major improvements that are scheduled to be implemented in the next quarter. 100 Information Warehouse Average End User Response Time 20 Seconds Nov-22 Nov-29 Dec-06 Dec-13 Jan-03 Jan-10 Jan-17 Jan-24 Jan-31 Feb-07 Feb-14 Feb Avg. # Daily Transactions Service Levels [Response Times] Page: 3
12 Desktop - Mean Time To Repair Desktop Availability - Mean Time To Repair - Hardware Desktop Availability - Mean Time To Repair - Software Average # Days Average # Days Jan Feb Mar Apr May Jun 0.0 Jan Feb Mar Apr May Jun 15.1.x Desktop Availability Statistics HW # Problems HW Max. Days HW Avg. Days SW # Problems SW Max. Days SW Avg. Days Jan , Feb , Mar , Apr , May , Jun , Mean , Definitions Mean Time to Repair = average # of Days between the ticket creation and closure minus non work (Sat/Sun/Holiday) days. Constraints The Duration of XXXXX repairs is exaggerated because it includes time for billing and other Administrative Tasks Service Levels [Desktop - Mean Time To Repair] Page: 4
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