Project Status Report

Transcription

1 Prject Status Reprt Fr perid: March 2007 Defining and Delivering a Service Level Agreement Submitted by: Ann Berry-Kline Distributin: ITSMG Status Item Current Status Prir Status Status Ntes: Overall Prject Status Schedule Budget Prject Risk Overall Status: The OLA template, and next steps fr the cmpleting the Internal Service Catalg and OLA/SLA implementatin were apprved by SMT this mnth. The SLA template, 4 services t wrk n first, and next steps fr SLA deplyment were als apprved by SMT this mnth. Requirements fr the first revisin f the Internal Service Catalg have been gathered and pssible slutins are being evaluated. Wrk packages fr cmpleting the analysis and prject prpsal fr Cruzmail, Cruztime and Cruznet have been cmpleted. A wrk package fr Desktp Supprt has nt been created r apprved yet. A wrk package fr develping and vetting the Glbal SLA has been apprved and the team is being ntified. Schedule Perfrmance: The prgram is prgressing as scheduled. Budget Perfrmance: N budget was submitted fr this prject. Recmmendatins fr tls and additinal rles and respnsibilities will be a deliverable f this prgram in rder t mature the SLA Framewrk. Prject Risks: The greatest risks this mnth are aligning staff resurces and the need fr many deliverables t cme tgether in May. The greatest issue at the mment is nt having an ver arching metrics visin t wrk twards rather metrics will be chsen n a service by service basis. See belw fr an abbreviated list f risks and issues. Accmplishments Since Last Reprt: SLA Element Discvery Wrk Package Cmpleted the SLA template. Cllated and dcumented data frm the DL questinnaire. Cmpleted a Summary f Findings, Recmmendatins and Next Steps as the last deliverable f the wrk package. Presented t SMT fr apprval the SLA template and Summary f Findings, Recmmendatins and Next Steps. The SLA template, services t highlight and next steps fr SLA deplyment frm the Summary f Findings dcument were apprved. The services t highlight (create OLAs, service request and delivery UC Santa Cruz Infrmatin Technlgy Services v1.0

2 Prject Status Reprt prcess flws, SLAs, etc) are Cruzmail, Cruztime, Cruznet, and Desktp Supprt. The template and dcument has been psted t the DDSLA web site. With the apprval f the SLA template and Summary f Findings dcument, the SLA Element Discvery wrking team was disbanded n 3/26. OLA Element Discvery Wrk Package Cmpleted the OLA template. Cmpleted a review by a subset f IT Managers. Presented t SMT the OLA template and Summary f Findings, Recmmendatins and Next Steps. The OLA template, creatin and cmpletin f the Internal Service Catalg, and Transitinal Service Team strategy were apprved. The OLA Element Discvery wrking team celebrated quietly ver munchies and was disbanded after SMT apprval n 3/12. Identify and Dcument Initial SLA framewrk Wrk Package A wrk package and time line was created fr the first implementatin f the Internal Service Catalg. A wrking team was assembled and started t identify requirements fr the Internal Service Catalg. Requirements gathering phase ended n 3/23 hwever the team will cntinue t cllect requirements fr a future implementatin f the internal service catalg as we evaluate ptential slutins, implement and deply the first revisin f the Internal Service Catalg. OLA/SLA Implementatin Wrk Package SLA Deplyment Cntinued t wrk n the OLA Implementatin Wrk Package. It is nearly cmplete. It includes an assessment/analysis tl t baseline the OLA/SLA wrk t cmplete fr each service and a time line t cmplete the assessment f the first 4 services that will be highlighted. The first service that will be assessed r analyzed is Cruzmail. A wrk package fr this service t mve frm analysis t SMT apprval f the prject prpsal has been created. The analysis fr Cruztime and Cruznet will be started nce the Cruzmail prject wrk has begun. Similar wrk packages are being drawn up at this time. The analysis fr Glbal Desktp Supprt will begin nce the prject wrk fr Cruztime and Cruznet has begun. This apprach is taken t learn frm the analysis, prject, and service teamwrk, and mitigate risk in getting sme, if nt all, f the services cmpleted by 6/30. Andrea Hesse, Eric Mitchell and Ann Berry-Kline wrked t define the SLA deplyment wrk package. This wrk package was vetted with many and presented as part f the SLA Summary f Findings, Recmmendatins and Next Steps dcument. This wrk package fcus n Develping and vetting the Glbal SLA. Having the DLs update and prepare their lcal service catalgs (Appendix B f the TSA); cmpleting any SLA wrk n lcal services as determined by the DL. Preparing a mid-prgram cmmunicatin t Assistant Deans/Principal Officers t ntify them f the SLA template and services being highlighted. DDSLA Prgram OLA/SLA exercise at ITSMG. Upcming / Next Steps: Internal Service Catalg Chse a slutin and begin implementatin given the requirements captured and the big requirement f a cmpletin date f 5/1. Because f the limited time t create the internal service catalg, cntinue t identify mre rbust slutins that culd be emplyed within the shrt term. Supprt and Maintenance f the huge amunt f data is a knwn issue that needs t be reslved in subsequent evlutin f this imprtant piece f ITS service delivery infrastructure. OLA/SLA Implementatin Wrk Package Cmplete the analysis and prject prpsal fr Cruzmail. Gain SMT apprval t cmplete the wrk identified t create OLAs, an SLA, service request and delivery prcess flws, and a managed metric. Other pieces f service definitin may be added t the prject depending n the timeline f the afrementined deliverables. UC Santa Cruz Infrmatin Technlgy Services v1.0

3 Prject Status Reprt Cmplete the analysis and start the prject prpsal fr Cruztime and Cruznet. Start the analysis f Glbal Desktp Supprt. SLA Deplyment Wrk Package Cmplete the mid-prgram cmmunicatin t Assistant Deans/Principal Officers frm Bill Hyder, Directr f CRM. Engage the DLs t update and prepare their lcal service catalgs fr discussins with their Assistant Deans/Principal Officers regarding the Glbal SLA and their lcal supprt. Develp and vet the Glbal SLA. Gain SMT apprval f the Glbal SLA. DDSLA Prgram Team SLA exercise at ITSMG. Campus Cmmunicatin Plan Begin t develp the campus cmmunicatin plan fr annuncing the Glbal SLA, individual Service Level Agreements in place and the plan t mve all services twards SLAs. Prcess/Prject/Infrastructure Intersectins These are intersectins with ther prcesses, prjects r infrastructure in the divisin. Supprted Prcesses Incident (including Majr Incident Handling) Management alignment and deepening Change Management (including the Outage Annuncement Prcess and upcming CCB imprvements) alignment and deepening Service Management - alignment and deepening Service definitin checklist Service request Service delivery prcess Assessment and Gvernance - service visin teams and SMEs Internal Service Catalg - design and develpment Cllabratin tl usage fr internal service infrmatin CRSP validatin sessins alignment and deepening f incident and prject management, resurce management and service catalg Budget Advisry Cmmittee (BAC) mving t a service based funding apprach Key Issues and Reslutins (a mre detailed risk and issues lg is kept within the prgram team) Implementatin f the OLAs and SLAs fr highlighted services will spend resurces that are already thin. Understanding the rles and respnsibilities f all cmpnents f the delivery f a service will enable us t set service levels which is integral t the SLA. 04/01 With the 4 services t highlight recmmended and apprved, the services will be staged s as t mitigate sme f the impact t resurce needs. This prject will highlight the capacity and alignment issues related t delivering a service r set f services. Training is necessary t help ITSMGs be able t identify and allcate capacity twards the delivery f ff the shelf, altered and new services. Alignment f units t deliver these services may be necessary. 04/01 Resurce and capacity management training will be ffered t ITSMGs in April. If the class is sund, mre will be scheduled. Getting OLAs and SLAs in place will create the ability t measure resurce needs t service levels. Althugh staff and services have transitined int ITS, many services have nt transitined t glbal services r been standardized/nrmalized t the service catalg. This will add cmplexity when putting the OLAs and service delivery prcesses tgether fr a service. 03/01 N update, same mitigatin. Recmmend thrugh the gap analysis and prpsal f each service, the transitin f glbally prvided services t thse grups in rder t simplify and standardize the service delivery prcess. UC Santa Cruz Infrmatin Technlgy Services v1.0

4 Prject Status Reprt Staff and tls t track, mnitr and reprt n service level metrics are nt part f the rganizatin at this time. IT will be difficult t set and/r mnitr sme service levels with ut adequate tls. Dicing up the respnsibility t individuals acrss ITS will add mre t staff s wrklad. 04/01 This remains an issue. Each service that ges thrugh gap analysis and prpsal will recmmend what metrics will be managed and mnitred. At this time, the expectatin is that the metric(s) reprted n will be minimal. The rle f mnitring metrics will need t be delegated n a per service basis depending n the metric chsen. The rle f setting the metric(s) t be managed will be with the service team. An ver arching visin fr metrics wuld help service teams wrk twards a cmmn visin. Incentives t ensure service level and OLA cmpliance will require updates t yearly plans. These need t be ready fr fiscal year /01 This remains an issue. N mitigatin plan has been identified. Fr mre details abut the prject Key Upcming Milestnes: Date DLs prepare and/r update their lcal service catalg Begin t develp the campus cmmunicatin plan Cruztime Cruznet Cruztime Analysis f Cruzmail Cruzmail prject prpsal t SMT Start Cruzmail prject wrk Analysis f Cruznet Cruznet prject prpsal t SMT Start Cruznet prject wrk Analysis f Cruztime Cruztime prject prpsal t SMT Start Cruztime prject wrk Glbal Desktp Supprt Analysis f Desktp Supprt Mid-prgram cmmunicatin t Assistant Deans/Principal Officers Develp the Glbal SLA Vet the Glbal SLA SMT review and apprve the Glbal SLA Pst the Glbal SLA Internal Service Catalg ready t ppulate with service data DLs make an appintment with their Assistant Dean/Principal Officer t review/sign the Glbal SLA and their lcal service supprt 04/02-05/01 04/06 04/03-04/10 ** need t mve ** ** need t mve up ** 04/ /11-18 **need mre infrmatin** 04/ / / /25 05/01 05/01 UC Santa Cruz Infrmatin Technlgy Services v1.0

5 Prject Status Reprt Clr Key Strng prbability item will meet dates and acceptable quality. Gd prbability item will meet dates and acceptable quality. Schedule, resurce, r scpe changes may be needed. Prbable that item will NOT meet dates with acceptable quality withut changes t schedule, resurces, and/r scpe. UC Santa Cruz Infrmatin Technlgy Services v1.0