Health Services. Service Definition V0.6. Signoff. Name Role Signature & Date. Manager Cheryl Walker Health Services - Practice Manager

Transcription

1 Service Definition Health Services V0.6 Signoff Name Role Signature & Date Jim Leeper IT Service Delivery Manager Cheryl Walker Health Services - Practice Manager John Pejkovic Portfolio Manager Houssein Hallani Service Management Office, Manager Page 1 24/04/2012

2 Document Control Information Document Change History Version Date Last Revised Author Change Description February 2012 John Pejkovic Initial Draft February 2012 Houssein Hallani Update draft document February 2012 Houssein Hallani Update following John s review March 2012 Houssein Hallani Update following meeting between John and Jim March 2012 Houssein Hallani Updating RACI Matrix April 2012 Houssein Hallani Update after meeting with Cheryl Walker Distribution and Acceptance Version Recipient Date issued Approval Page 2 24/04/2012

3 Table of contents Purpose of this Document... 4 Service Definition Structure... 5 Health Services Service Description... 6 Health Services Service Configuration... 8 Health Services support Model... 9 Health Services Service RACI matrix Health Services Service Targets Service Level Targets for Hosting (Tier-4) Health Services Reporting and Charging Page 3 24/04/2012

4 Purpose of this Document This document defines the scope, Service Components and Support Services required to deliver this service. Page 4 24/04/2012

5 Service Definition Structure The Structure is designed to enable the clear and accurate definition of services. The structure: Enables the definition of both simple and complex services Creates clarity by clearly defining what organisational/functional units are involved in delivering and maintaining this service Enables clear communication of service targets associated with different service elements Service Support Consists of a defined list of activities, resources and/or processes that are offered by the IT organisation to support the Services customers use. Periodic of review Once this Service Definition is approved by UNSW IT it will form the initial baseline for future service renewal. Validation of the targets listed in this definition will be reviewed by the Service Management Office after 6 months from acceptance of the initial definition. Monthly performance reports will be provided; however a realistic operational time frame is required to gather quantitative data before a review is recommended. All service reviews will be conducted on an annual basis once the 6-month review is complete. The Service Management Office is accountable for initiating this review and managing service improvement opportunities through to a successful conclusion. Page 5 24/04/2012

6 Health Services Service Description Service Item Details This section provides information on what the service is known as and who within UNSW IT owns the service. Service Name Service Group Business Owner Portfolio Service Description Technical Architecture Technical Design UNSW Health Services Which group at UNSW IT is accountable for this service offering? Infrastructure -> Windows Server Team Infrastructure -> Storage and Backups Customer Services -> Desktop Support Cheryl Walker University Services This service provides accounting, patient appointment management and medical records management across two software packages; Best Practice and PracSoft. UNSW IT is only supporting the back-end infrastructure. Application support is provided by the vendor. Initial diagnosis will be performed by Health Services before contacting UNSW IT It is recommended that customers accessing this service be physically connected to the Internet and not through the Wireless network (Uniwide). Wirelessly connected customers will be supported on best effort. Service Components Description This section provides information on the key components that make up the service offering. Best Practice PracSoft Best practice Medical records management PracSoft Accounting and appointment management Service functionality Description This section provides advice on specific functionality offered with this service. 1 2 Ability for medical centre staff to manage patient records Ability for medical centre staff to manage patient appointment and general accounting Page 6 24/04/2012

7 Support details Contact Description All calls for support and service are raised by logging a ticket with IT Service Centre on Page 7 24/04/2012

8 Health Services Service Configuration HealthCentre Vlans 132 Internet Staff Pathology Servers Windows Internal Services Port 80, 443 Hosted Services 1119 Port 1433,1434 Active Directory (ADUNSW) COOPWUHS01 BestPractice PractSoft Ms SQL Page 8 24/04/2012

9 Health Services support Model The following tables reflect the provider/resolver groups involved in the provision and maintenance of Level 1 Support: This team is usually the first point of contact for customers to raise IT related issues. This team logs the call that comes in via multiple channels (Phone, Mail, , In person, Fax etc.). First level support team tries to perform a quick assessment of the incident or request and attempt to fix the incident or fulfill the request by following simple troubleshooting scripts and cheat sheets. Example: Resetting password, Creating accounts. Level 2 Support: These are dedicated IT support teams responsible for handling non-standard and nonrepetitive calls. These teams have a higher skill set and possess greater level of system permissions and technical knowledge in incident solving and request fulfilling than first level support. These teams can also create change tickets to update the underlying infrastructure. First level support escalates calls to second level that they are unable to respond to. Second level support escalates calls to 3rd level support after troubleshooting. Example: Application Support team, Windows Server Support team Level 3 Support: These teams are comprised of "experts /specialists" for the specific system that exists within the IT infrastructure / Enterprise. Third level support team assists in resolving and fulfilling more complex incidents and requests which are unable to be resolved by the second level support as well as performing problem and change management. These teams normally comprise individuals from development, engineering, product management. Level 4 Support: This support level is normally provided by the Vendor of the product. Third level support teams are responsible for the management of the Level 4 support governed by underpinning contract. Example: Antares, Microsoft Page 9 24/04/2012

10 Whilst UNSW IT provides this service the following pages reflect what organisational/functional units are involved in delivering and maintaining this service. Supplier management is included if the service relies on a third party. First Level Support - Service Centre General Description Detailed Inclusions and Exclusions Contacting this Support Service All Incidents and Requests for Service are channeled through the Service Centre. The Service Centre will provide 1 st level support and facilitate 2 nd and 3 rd level technical/functional support where necessary. Inclusions Incident and Service Request logging Password reset Provide first level support for related Incidents and requests General enquiries Escalates to level 2 and level 3 support teams if required Exclusions Any incident / enquiry requiring knowledge of the functionality of the Service The IT Service Centre can be contacted on The IT Service Centre support hours are 8:00am to 8:00pm Monday to Friday excluding public holidays. Saturday & Sunday 11:00am to 2:00pm More information can be found at: Second Level Support Shared Desktop Support General Description Inclusions and Exclusions All incidents and enquiries related to the client application are escalated by the Shared Desktop Support Group (IT.CS.Desktop.Support) Inclusions Exclusions Desktop/Laptop support Installation of Desktop Client Configuration of Desktop Client Update of Desktop Client Program code changes Service Enhancements Functional upgrades Problem management process activities Page 10 24/04/2012

11 Third Level Support Windows Services General Description Inclusion and exclusions Windows Services provides administrative support for underlying service infrastructure and availability and disaster recovery support Inclusions Operating System installation, configuration and patching (patching on request) Monitoring and tuning Troubleshooting of Hardware issues Exclusions Service Enhancements Application Support Third Level Support Backup and Storage General Description Inclusion and exclusions Provides backup and storage support for underlying service infrastructure Inclusions Environment (hardware or virtual) provisioning and support Backup of data and system Restore of data and system Backup media management (i.e. recall offsite storage) Exclusions Service Enhancements Application Support Fourth Level Support General Description Inclusions and Exclusions Health Services has maintenance and support contracts with PracSoft and Best practice vendors. Application support is via and phone, not on-site. Inclusions 4 th level support Service Management Office IT Customer Services General Description Detailed Inclusions and Exclusions The SMO provides general service management overview. Inclusions Incident and problem management Provide reports on service requests and incidents Provide reports against service targets Maintain Service Definition document Change management Knowledge management Page 11 24/04/2012

12 Health Services Service RACI matrix Below is the RACI Matrix for critical elements of this service and the teams that deliver this service. RACI stands for: Accountable: Is defined as the person in this process who has accountability for ensuring the overall process is available, understood and performed correctly. Responsible: Is defined as the person(s) who are expected to perform the prescribed activity, resolve and/or escalate the related issues. Multiple levels within the matrix can do this. Consulted: Is defined as the person(s) who are consulted before decisions are made or implementations carried out. Informed: Is defined as the person(s) who need to be informed about the prescribed activity High level task Service group Description Backup and Storage Health Services Windows Services Shared Desktop Support Service Centre SMO Owns the service and provides vendor management Manage the process of Requests/Incidents (IMAC*) through to resolution. Provides backup and storage support for underlying service infrastructure R R,C R,C R,C A,R R,C Is the primary contact / custodian for the service. Health Services manages the relationship with the Vendors A,R R,C R,C R,C R,C R,C Facilitate a solution that provides Health Services availability. This includes the provision of process such as change management to protect service integrity. C C C R R A,R Provides backup and storage support for underlying service infrastructure Provides service reporting A,R C C C C C Monthly availability reporting based on figures collected from CASD and provided to Service stakeholders. Provide Desktop Client support Provide administrative support for underlying infrastructure Provide Administrative support for application C C A,R C R R Provide support to the Desktop client C C C A,R R C Provides administrative support for underlying service infrastructure and availability and disaster recovery support C C C C A,R Provides administrative support for application Application upgrade C C C C A,R C Provides application upgrade * IMAC Install, Move, Add and Change Page 12 24/04/2012

13 Health Services Service Targets The service targets described in the following table relate to the Health Services and are managed through the standard priority targets integrated within the CA Service Desk ticket management tool. General Description Incident Management Support Service Levels Priority Code All Incidents and Service Requests are channeled through the IT Service Centre. Where Incidents are logged the IT Service Centre will provide 1 st level support and escalate the call to the most appropriate UNSW 2 nd level technical support. The following priority codes are used when a call is logged with the IT Service Centre. Description 1 A major production outage, performance degradation, or instability causing significant impact to the University community. 2 A large number of customers/end-users impacted. Entire office, department or school is experiencing similar problems. Small number of customers can not utilise mission critical applications. 3 User/customer work group unable to use non-mission critical application(s). Customer can work with minimal impact to their productivity. 4 Individual Service Request or Incident that does not impact business. Response Time The time taken for an UNSW IT resolver to respond to the ticket. The call is logged and escalated immediately to the appropriate UNSW IT resolver group and Incident manager. The call is logged and escalated immediately to the most suitable UNSW IT resolver group. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. IT Service Centre will provide immediate first level support with the intention of providing a permanent solution or facilitating a workaround. Resolution Time The time in which a solution to an Incident must be implemented or a Service Request fulfilled. Within 4 standard support hours from the initial logging of the Incident or Service Request Within 8 standard support hours from the initial logging of the Incident or Service Request Within 16 standard support hours from the initial logging of the Incident or Service Request Within 40 standard support hours from the initial logging of the Incident or Service Request Page 13 24/04/2012

14 Service Level Targets Health Services is a tier- 4 hosted system with the following characteristics: Hosting SLTs for Tier Provisioning Availability Support As per Service Hosting Definition 98.5% availability over a calendar month excluding any planned and prearranged outages Monday - Friday, 9am 5pm AEST. Incident Response: As per Service Desk response times Incident Resolution: As per Service Desk resolution times On Call: No on call support outside Monday - Friday, 9am 5pm AEST Incident Response: As per Service Desk response times Incident Resolution: As per Service Desk resolution times Page 14 24/04/2012

15 Health Services Reporting and Charging Reporting Reports Included Report Frequency Reports Generated For Charging Charging Model Frequency Service Pricing Yes Monthly IT Directors, Service Custodian and Technical support team leader n/a n/a n/a Page 15 24/04/2012