Transcription
Service Management ToolkitSLAVersion:Start Date:Review Date:Author:nnnn/nn/nnnn/nn/nnxxxxx
Purple Griffon LtdPage 2 of 28
1. OwnershipBusiness Areaand Service Level Management.This agreement is made betweenThis SLA is owned by Configuration management and controlled by Change Management. Allchanges must be requested through Change Management.Signatories:Name Position (Business Service Owner) Date .Name . Position (Service Level Manager). Date .Counter signatory:Name . Position (Head of IT). Date .Review Circulation: Purple Griffon LtdPage 3 of 28
2. Table of Contents1. OWNERSHIP32. TABLE OF CONTENTS43. INTRODUCTION83.1 SCOPE3.2 EXCLUSIONS3.3 PURPOSE OF SLA8884. SERVICE DESCRIPTION94.1 PURPOSE4.1.1 PURPOSE OF BUSINESS SERVICE4.2 SCOPE AND ATTRIBUTES OF THE SERVICE4.2.1 SECURITY CLASSIFICATION4.2.2 SERVICE COMPONENT4.2.3 SUPPORTING SERVICES & I.T. SYSTEMS9999995. BUSINESS FUNCTIONS105.1 KEY BUSINESS REQUIREMENTS5.1.1 KEY BUSINESS FUNCTIONS5.1.2 REGIONAL VARIATIONS5.2 USERS & USER GROUPS5.2.1 KEY USERS & GROUPS5.2.2 CHANGES TO CRITICAL USERS, LOCATIONS AND TIMES1010101010106. RESPONSIBILITIES116.1 SERVICE OWNER RESPONSIBILITIES6.1.1 USE OF SERVICE6.1.2 INFORMATION6.1.3 REPORTING6.1.4 PROCEDURES6.2 SERVICE LEVEL MANAGER RESPONSIBILITIES6.2.1 INFORMATION11111111111212 Purple Griffon LtdPage 4 of 28
6.2.2 REPORTING6.2.3 PROCEDURES12127. BUSINESS HOURS137.1 BUSINESS HOURS7.1.1 HEAD OFFICE BUSINESS HOURS7.1.2 REGIONAL/BRANCH BUSINESS HOURS7.2 BUSINESS PEAK TIMES7.3 CRITICAL BUSINESS PERIODS7.3.1 MONTH END7.3.2 YEAR END7.3.3 BUSINESS YEAR END7.4 BUSINESS SUPPORT7.5 IN BUSINESS HOURS7.6 OUT OF BUSINESS HOURS13131313131313131313138. SERVICE LEVELS148.1 SERVICE HOURS8.1.1 SERVICE AVAILABILITY HOURS8.1.2 ADDITIONAL SERVICE HOURS8.2 SPECIFIC SUB-SERVICES141414149. SUPPORT HOURS AND ARRANGEMENTS159.1.1 ON-CALL SUPPORT9.1.2 ON-SITE SUPPORT9.1.3 THIRD PARTY SUPPORT HOURS9.2 SPECIAL CONDITIONS/EXCEPTIONS9.3 EXTENSIONS TO SUPPORT9.4 INCIDENT RESPONSE TIMES9.4.1 INTERNAL INCIDENT RESPONSE TIMES9.4.2 OTHER INTERNAL SUPPORT TEAM INCIDENT RESPONSE TIMES9.4.3 THIRD PARTY INCIDENT RESPONSE TIMES9.4.4 OTHER THIRD PARTY RESPONSE TIMES9.5 ESCALATION151515151515151515151510. KPIS – AVAILABILITY AND RELIABILITY1610.1 KEY PERFORMANCE INDICATORS AND TARGET AVAILABILITY AND SERVICE LEVELS10.1.1 RESPONSE TIMES10.1.2 BATCH COMPLETION161616 Purple Griffon LtdPage 5 of 28
10.1.3 ONLINE AVAILABILITY10.1.4 SERVICE BREAK TOLERANCE10.2 DATA RETENTION AND SECURITIES10.2.1 DATA RETENTION AND ARCHIVE10.2.2 SECURITIES10.3 VARIATIONS16161616161611. SERVICE CAPACITY1711.1 BASELINE CAPACITIES AND THRESHOLDS1712. SERVICE CONTINUITY1812.1 RECOVERY METHOD12.2 SCOPE OF RECOVERY12.3 RECOVERY LEAD TIME12.4 INVOCATION12.4.1 AUTHORITY12.4.2 CRITERIA12.4.3 PROCEDURE1818181818181813. SERVICE CHANGE LEVELS1913.1 SLM FUNDED CHANGES13.2 SLM FUNDED AD HOC REPORTS191914. CHARGES2014.1 CHARGING2015. PERFORMANCE INCENTIVES AND PENALTIES2115.1 DELIVERABLES15.2 IMPACT OF SERVICE LOSS15.3 KNOWN CHANGES21212116. SERVICE REPORTING AND REVIEWING2216.116.216.316.422222222SERVICE REVIEWSSERVICE REPORTREVIEW PERSONNELMANAGEMENT INFORMATION Purple Griffon LtdPage 6 of 28
17. SERVICE REPORT AND CONTENTS2317.1 MANAGEMENT SUMMARY17.2 PERFORMANCE AGAINST MEASURED ATTRIBUTES17.2.1 PERFORMANCE AGAINST KPIS17.2.2 PERFORMANCE AGAINST OTHER MEASURABLES17.2.3 OVERALL TRAFFIC LIGHT SERVICE PERFORMANCE INDICATION17.3 NON-MEASURED PERFORMANCE17.4 SERVICE IMPROVEMENT PLAN17.5 REPORT ON SERVICE AND SUPPORT AREA PERFORMANCE17.5.1 BREAKDOWN OF INCIDENTS17.5.2 INCIDENTS IN DETAIL17.6 A TABLE OF INCIDENTS COMPRISING, FOR EXAMPLE:17.7 CAPACITY AND AVAILABILITY17.7.1 SERVICE BREAKS AND EXTENSIONS17.7.2 SERVICE EXTENSIONS17.7.3 FUTURE PLANNED EXTENSIONS17.7.4 UTILISATION17.8 CHANGE CONTROL17.8.1 RELEASES17.8.2 EMERGENCY CHANGES2323232323232323232424242425252526262618. GLOSSARY2719. AMENDMENT SHEET28 Purple Griffon LtdPage 7 of 28
3. Introduction3.1 ScopeNote here any caveats concerning other agreements, for instance:The service levels agreed herein must not exceed those stated in superior SLAs or supporting SLAs,Operational Level Agreements (OLAs) and Underpinning Contracts (UPCs).3.2 ExclusionsNotes here about conflicting agreements and SM responsibilities therein If this is a supporting a priority judgement is made by the xxxx Business Owner against thisSupporting SLA, the Service Level Manager will not be held accountable for any subsequent failureto reach Service Level targets.If such an incident occurs, it will be looked at within the scope of the Service Improvement Plan toassess ways of avoiding possible future re-occurrence.3.3 Purpose of SLAThis SLE describes the following attributes of the service, where appropriate and agreed: Description of the Service and the scope – what is covered and what is notResponsibilities of the service provider and customerAgreed Service Hours and Business HoursAvailability TargetsReliability TargetsSupport hours and arrangementsIT Service Continuity provision and service levels (referring to a separate ServiceContinuity SLA)Agreed volumes, transaction rates, resources, response times, batch turnaround timesAgreed volume of changeCharging (where appropriate)Performance incentives (where appropriate)Management InformationService Review and Reporting arrangements and procedures Purple Griffon LtdPage 8 of 28
4. Service Description4.1 Purpose4.1.1 Purpose of Business ServiceState detailed purpose of the business service4.2 Scope and attributes of the service4.2.1 Security ClassificationState security classificationSupporting services are listed below:4.2.2 Service ComponentList all component features and services e.g. Van, Messenger etc.4.2.3 Supporting Services & I.T. SystemsList all supporting services e.g. Van, Messenger etc.Supporting I.T. Systems are listed below:List supporting I.T. Systems – dependents Purple Griffon LtdPage 9 of 28
5. Business Functions5.1 Key Business Requirements5.1.1 Key Business FunctionsState the hours that the key business functions are required and where they are required.5.1.2 Regional VariationsWhere key business functions differ from region to region, this should be stated here5.2 Users & User Groups5.2.1 Key Users & GroupsDetails key users of the business service and their locations5.2.2 Changes to critical users, locations and timesDetails any changes to critical users, locations or times since the last review Purple Griffon LtdPage 10 of 28
6. Responsibilities6.1 Service Owner Responsibilities6.1.1 Use of Service To ensure the Service is used as prescribed by the Service Level Manager and to advise onchange in use or practice.6.1.2 InformationTo advise the Service Level Manager of any relevant information about the service or changes tothe service in order to ensure accuracy: Business Contacts: Helpdesks, Key Users and User Groups of the Service both regional andnational Business Information Business changes which may have an effect on the service or necessitate a change to theService Level Agreement To nominate a Business Out of Hours contact, or to give authority for the Service LevelManagement Out of Hours Manager (via Service Level Manager) to make decisions onbehalf of the business To advise the Service Level Manager of the existence and location of Business ContinuityPlans relating to this Service6.1.3 Reporting Where agreed Service Levels are not met, ensure this is immediately reported to theService Level Manager To advise the Service Level Manager of perception of Service, and to encourage BusinessHelpdesks and Business Contacts to do the same.6.1.4 Procedures To ensure the Business adhere to the Organisation’s Change Management Procedures To be fully cognisant of Service Owner responsibilities within Business Continuity andSecurity Plans Purple Griffon LtdPage 11 of 28
6.2 Service Level Manager Responsibilities6.2.1 Information To advise the Service Owner of how the Service will be provided, and how thebusiness need to use the Service To ensure all key business information is maintained as advised by the ServiceOwner To ensure all business functions are updated as advised by the Service Owner To ensure all key information about supporting services and I.T. systems ismaintained.6.2.2 Reporting To ensure the Service Owner is informed immediately if there are any changes in theService Availability or Supported Hours To monitor and report on agreed Service Levels at intervals agreed between the ServiceLevel Manager and the Service Owner Where Service Levels have failed to reach targets, to inform the Service Ownerimmediately, and to engage all relevant personnel in order to rectify the situation as soonas possible To advise the Service Owner of any changes in Change Management or other ServiceManagement procedures that would require an amendment of Service Owner/ServiceLevel Manager responsibilities To advise the Service Owner of the cost for running and supporting this service, wherethis can be established, and to advise of any subsequent increase or decrease To actively seek perception of Service Performance from Service Owner, BusinessHelpdesks, Business Contacts and Users To arrange Service Reviews and to ensure all interested parties are invited to attend6.2.3 Procedures To negotiate higher levels of Service where required To establish working relationship with all Business Contacts for this Service To verify advised impact of service loss of key business functions. To be fully cognisant of Service Level Manager responsibilities within the IT ServiceContinuity plans To be fully cognisant of Service Level Manager responsibilities within Security Plans Purple Griffon LtdPage 12 of 28
7. Business Hours7.1 Business Hours7.1.1 Head Office Business HoursState the Organisation’s Business Hours for this Service7.1.2 Regional/Branch Business HoursWhere these differ, state the Organisation’s regional Business Hours7.2 Business Peak TimesState Peak hours, times within month, year etc.7.2.1.1 Regional Peak TimesWhere these differ from the National, state regional peaks7.3 Critical Business periodsList each critical period and dates together with a description of what is required7.3.1 Month End7.3.2 Year End7.3.3 Business Year end7.4 Business Support7.5 In Business HoursState the support provided or that the SLM is authorised to take decisions on behalf of the businessout of hours7.6 Out of Business HoursState the support provided or that the SLM is authorised to take decisions on behalf of the businessout of hours Purple Griffon LtdPage 13 of 28
8. Service Levels8.1 Service Hours8.1.1 Service Availability HoursState days and hours it is possible to access the business service8.1.2 Additional Service HoursDescribe agreed procedure for requesting additional or extraordinary support: this should be astandard process through service desk and the SLM8.2 Specific Sub-servicesList specific features and service levels and OLAs agreed, for instance, output distribution anddelivery. Purple Griffon LtdPage 14 of 28
9. Support Hours and ArrangementsState days and agreed hours of support9.1.1 On-Call Support9.1.1.1 National On-Call9.1.1.2 Regional On-Call9.1.2 On-Site Support9.1.3 Third Party Support HoursState days and agreed hours of support for each 3rd party supplier9.2 Special conditions/exceptionsDetail agreed conditions/exceptions to support arrangements9.3 Extensions to SupportDescribe agreed procedure for requesting additional or extraordinary support: this should be astandard process through service desk and the SLM9.4 Incident Response times9.4.1 Internal Incident Response Times9.4.1.1 A Priority Incidents9.4.1.2 B Priority Incidents9.4.1.3 C Priority IncidentsAs appropriate9.4.2 Other Internal Support Team Incident Response TimesThe incident resolution time relates to the Application and does not include the Infrastructure9.4.3 Third Party Incident Response TimesName the 3rd Party9.4.3.1 A Priority Incidents9.4.3.2 B Priority Incidents9.4.3.3 C Priority IncidentsAs appropriate9.4.4 Other Third Party Response TimesSpecify any other Third Party response times9.5 EscalationSpecify the escalation criteria and process in terms of incident priority and elapsed time beforeescalation and escalation route. Purple Griffon LtdPage 15 of 28
10. KPIs – Availability and Reliability10.1 Key Performance Indicators and Target Availability and Service LevelsFor instance10.1.1 Response Times10.1.2 Batch Completion10.1.3 Online availability10.1.4 Service Break Tolerance10.1.4.1 Maximum Service BreaksThe maximum number of service breaks that can be tolerated within a (week/month/year) are?10.1.4.2 Planned OutagesList Planned Outages for the agreed period. State how many may be expected over a reportingyear.10.2 Data Retention and Securities10.2.1 Data Retention and archiveDescribe the strategy for archiving data: Business data – customers, transactions etc System data and code10.2.2 SecuritiesElementSystemDatabaseCodeBusiness dataFrequencyRetention10.3 VariationsDescribe any variations from the above for specific business or maintenance reason. Describeperiods where availability is critical or more important than others. Purple Griffon LtdPage 16 of 28
11. Service Capacity11.1 Baseline Capacities and owth 1 yearDiscMIPSDatabaseThroughputPrint & despatchNetworkSW licences Purple Griffon LtdPage 17 of 28
12. Service ContinuityThis should refer to SLAs and OLAs with suppliers of ITSC services, but summarise here12.1 Recovery Method12.2 Scope of recovery12.3 Recovery lead time12.4 Invocation12.4.1 Authority12.4.2 Criteria12.4.3 Procedure Purple Griffon LtdPage 18 of 28
13. Service Change LevelsState the volume of change the service and requests for additional information that may be made13.1 SLM Funded ChangesThe number of SLM funded changes that can be made to this service throughout the year is limitedto nnnn.13.2 SLM funded Ad Hoc ReportsThe number of SLM funded ad-hoc reports Service Level Management will provide for this servicethroughout the year is limited to nnnn. Purple Griffon LtdPage 19 of 28
14. Charges14.1 ChargingFor instanceThe annual cost for running and supporting this service is: Disc UsageMIPSOutput HandlingSoftware licence costMaintenance contract costsSupport staff resource costsSoftware costsAnnual amendment fixed costsOther (please specify) Purple Griffon Ltd Page 20 of 28
15. Performance Incentives and PenaltiesList the incentives and penalties, related to KPIs of course, but also things like the ServiceImprovement Program, if applicable.15.1 DeliverablesList all business deliverables the service will provide, including prints or other outputs15.2 Impact Of Service LossPercentage loss tolerance and agreed service levels for key business functions under the followingheadings –LegalGovernment/MinisterialPublic VisibilityRevenue LossDepartmental StaffState whether impact of service loss is High, Medium or Low in each case. To be set by the ServiceOwner. Where this is dependent on time of day/month/year this should also be stated15.3 Known ChangesThe following are known changes required that will impact upon this SLAChange Ref Purple Griffon LtdNature of changeImpactPage 21 of 28
16. Service Reporting and Reviewing16.1 Service ReviewsState the frequency of Service Reviews, location, mandatory and optional attendees.16.2 Service ReportState the lead-time for delivery of the Service Report and its circulation.State what method of reporting is used. State number of report types currently available. Stateproposed requirements with advice on limit16.3 Review Personnel Service OwnerService Level ManagerOperational Business Manager(s)Change ManagerProblem ManagerConfiguration ManagerRelease ManagerRepresentative from Technical ServicesRepresentative from 3rd party supplierRegional Service Level ManagerI.T. Service Continuity Manager16.4 Management InformationState the management information required. Purple Griffon LtdPage 22 of 28
17. Service Report and ContentsThe Service Report forms the basis of the service review and whilst some detail is required itshould be at a level appropriate to the intended outcomes of the Review. Most of the reportshould be at summary level and should mirror the aspects of the SLA that are measurable.17.1 Management SummaryA summary of the major features of the reporting period describing briefly incidents, service levels,improvements and service issues.17.2 Performance Against Measured Attributes17.2.1 Performance against KPIs17.2.2 Performance against other Measurables17.2.3 Overall Traffic Light Service Performance Indication17.3 Non-Measured PerformanceThis is a description of any problems, incidents and achievements that happened or were madeduring the reporting period. The sections in here depend on what is in the SLA and what is ofinterest, for instance a particular aspect of the service is under scrutiny17.4 Service Improvement PlanA table of planned service improvements comprising identification, a very brief description, status,the expected delivery date, resource allocated and any other information of interest:DescriptionProgress and statusActions and IssuesDeliveryDateResponsibility17.5 Report on Service and Support Area PerformanceSpecific areas, for instance, Service Desk or Operations, are reported on according to criteriaagreed17.5.1 Breakdown of IncidentsA summary, for exampleServiceFunctionalArea Purple Griffon LtdPriority 1IncidentsPriority 2IncidentsPriority 3IncidentsPage 23 of 28
17.5.2 Incidents in Detail17.6 A table of incidents comprising, for nsibilityDeliveryDate17.7 Capacity and Availability17.7.1 Service Breaks and ExtensionsReport here details such breaks17.7.1.1 Unplanned BreaksDateReason for break inserviceResolutionAgreedDurationActualdurationof breakof break17.7.1.2 Planned BreaksDateReason for break inserviceActionsAgreedDurationActualdurationof breakof break Purple Griffon LtdPage 24 of 28
17.7.2 Service ExtensionsDateReason for extensionDuration17.7.3 Future Planned ExtensionsDateReason for extensionDuration17.7.4 Utilisation17.7.4.1 SummaryAs necessary – use of resources against plan, contract, SLA, for neUtilisation thisreportingperiodPredictedGrowth 1yearDiscMIPSDatabasePrint &DespatchNetworkSW licences17.7.4.2 SpecificHere the report will highlight specific elements that are required to be reported in detail as a resultof the SLA or actions from previous reviews. For example where the utilisations or growth ratesexceed threshold values, or issues resulting from incidents. Purple Griffon LtdPage 25 of 28
17.8 Change ControlA summary of changes applied to the system. The detail required might be great or ServiceManagement all depending on the purpose. At least a summary is required.17.8.1 ReleasesList or describe the releases implemented17.8.2 Emergency ChangesList or describe the emergency changes implemented. Purple Griffon LtdPage 26 of 28
18. GlossaryService OwnerThe person responsible for decision making with regard to theBusiness ServiceService Level ManagerThe person responsible for ensuring that Service Levels for theService are metServiceA business defined deliverable supported by one or more I.T.Systems, which enables the business to deliver its objectivesSystemAn I.T. deliverable comprised of varying hardware andsoftware, which enables a Service to runKey Business FunctionsThe vital functions of the business, without which there wouldbe no point in having a ServiceKey UsersUsually chief business contacts and administrators; peoplewho use the service and I.T. systems regularly and directlyinterface with the public or other internal users (e.g. in thecase of the HQ Services)Key User GroupsBased on impo
Where Service Levels have failed to reach targets, to inform the Service Owner immediately, and to engage all relevant personnel in order to rectify the situation as soon as possible To advise the Service Owner of any changes in Change Management or other Service Management procedures that would require an amendment of
