Service Level Agreement Grand Rapids Community College Information Technologies 143 Bostwick Ave., Grand Rapids, MI 49503 6/12/2013
Document Control Preparation Action
Name
Date
Draft
SLA Team
5/15/2013
Release Version
Date Released
Change Notice
Pages Affected
Remarks
1.1.1.1
5/24/13
Draft
1.1.1.2
6/12/2013
Updated SLA
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Table of Contents 1. OVERVIEW .................................................................................................................................................. 4 1.1 SCOPE .............................................................................................................................................................. 4 2. SLA TEAM PARTICIPANTS ...................................................................................................................... 6 2.1 SIGNATORIES ................................................................................................................................................... 6 2.2 RESPONSIBILITIES ............................................................................................................................................ 7 3. SERVICE OBJECTIVES AND MEASUREMENTS .................................................................................. 10 3.1 3.2 3.3 3.4 3.5 3.6 3.7
SERVICE HOURS/CONTACT METHODS/ AVAILABILITY ................................................................................... 10 CHANGE IN SERVICE ....................................................................................................................................... 11 SERVICE RELIABILITY ..................................................................................................................................... 11 SERVICE PERFORMANCE ............................................................................................................................... 12 SERVICE OBJECTIVES RATINGS .................................................................................................................... 13 MEASUREMENT DETAILS ................................................................................................................................ 14 MEASUREMENT REPORTING .......................................................................................................................... 14
4. ADDITIONAL CONSIDERATIONS ........................................................................................................... 15 4.1 A.I.R. PROCESS – AFTER INCIDENT REVIEW PROCESS ............................................................................... 15 4.2 CUSTOMER COMPLAINT PROCESS ................................................................................................................ 15 5. SUPPORTING INFORMATION ................................................................................................................. 15 5.1 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS .......................................................................................... 15 5.2 REFERENCES ................................................................................................................................................. 17 5.3 LIST OF TABLES .............................................................................................................................................. 17
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1. Overview This agreement represents a Service Level Agreement between the Grand Rapids Community College (GRCC) Information Technology Department and the GRCC Student/Staff/Faculty body. The Agreement supports and sustains which services the Information Technology Department performs for which users, as well as limits the services we offer and the users who may receive them. This document will be used to establish objective standards by which the effectiveness of GRCC Information Technology department will be evaluated.
1.1
Scope
This document provides an agreement between the GRCC Information Technology Department and college users (faculty, staff and students) as to what constitutes acceptable service in quantifiable and measurable terms. It documents the service objectives, how those objectives will be measured, and the schedule of distribution for the measurements. The intent of this Service Level Agreement (SLA) is to ensure the proper understanding and commitments are in place for effective support, measurement and resource planning in the provision of the Information Technologies Department. The service to be provided is the provision of IT Department for the information technology infrastructure of college user. Serviced locations include: • Main Campus 143 Bostwick Ave Grand Rapids, MI 49503 • DeVos Campus 415 E Fulton Ave Grand Rapids, MI 49503 • Leslie E. Tassell M-TEC 622 Godfrey Avenue SW Grand Rapids, MI 49503-4941 • Thompson M-TEC 6364 136th Avenue Holland, MI 49424-8102
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• Byron Center 8500 Burlingame Avenue SW Byron Center, MI 49315-6941 • Career Line Tech Center 13663 Port Sheldon Street Holland, MI 49424-9244 • GVSU Meijer Campus 515 S Waverly Road Holland, MI 49423-9126 • Midtown Center 96 West 15th Street Holland, MI 49423-3370 • Wealthy Learning Corner 1154 Wealthy Street SE Grand Rapids, MI 49506-1543 • West Ottawa High School 3685 Butternut Drive Holland, MI 49424-5439
The complete description of all the networks, devices, servers, workstations, operating systems, and applications to be serviced (currently in use or predicted) is listed in the referenced document: IT Service Catalog. IT Services do not include: • Service to personally owned devices (printers, computers, phones, etc.) • Work on home networks • Equipment purchased and installed by third party vendors (credit card machines, ATMs, etc) • Support of software not purchased by the college
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2.
SLA Team Participants • Amy Koning • Chad Lodenstien • Creighton Goins • David Selmon • Frederick Bauman • Kelly Webber • Kurt Meinders • Michael Vargo • Pat Ingersoll
2.1
Signatories
The following persons have negotiated this document and agree it will be used as the formal Service Level Agreement (SLA) for the provision of the Service. Name
Position
Signature
Kevin O’Halla
Chief Information Officer
Amy Koning
Associate Dean of Work Force Development
Michael Vargo
Associate Dean of Arts and Science
Darcy Swope
IT Project Manager
David Anderson
IT Enterprise Application Manager
Donvan Wallace
IT Infrastructure Manager
Kurt Meinders
IT Customer Support Manager
Michael Ahrendt
IT Security Officer
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Table 1 Signatories
2.2
Responsibilities
Roles
Customer
Responsibilities
• • • • • •
• Customer Support Representatives
• • • •
IT Customer Support Assistant Manager
•
• • • • • • • IT Customer Support Manager
• • • • • • • • • • •
Report damage to equipment when it occurs. Report missing equipment as soon as it occurs. Report virus and malware when it occurs and shut down equipment to prevent spread. Provide information as requested by Customer Service Representative in the process of identifying issues to the best of knowledge. Make equipment available for service at agreed up on time and date. Follow terms of AUA (Acceptable Use Agreement) and AUT(Acceptable Use of Technology Policy). Communicates any issues with the services provided to the Customer Support Manager Document and record all incidents in Service Management System. Execute day-to-day operations, enabling service to be provided. Inform customer of approved operational changes. Manages Technical staff and day to day operations of the IT Customer Support Work bench. Responsible for managing of asset Inventory • Equipment • Equipment Location nd Manages 2 level incidents resolution Facilitates/coordinates equipment move schedules Monitors and reviews level two technical staff Responsible for scheduling and perform of routine maintenance task. Software packaging deployment Equipment replacement Ensures that monthly service levels are meeting customer needs and ensures appropriate action is being taken when they are not. Identify customer requirements for new or updated services. Identify service level requirements Negotiates service level agreements Monitors the Service and service levels. Reports on the performance of service components. Maintain all operational knowledge bases. Obtain feedback from users concerning satisfaction with the services provided. Implement approved operational changes. Facilitate the identification and resolution of customer satisfaction issues. Analyze and reviews Service Performance against this SLA. Acts as co-ordination point for any temporary changes to Service Levels required
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• •
•
• • • •
Security
Enterprise Applications
Infrastructure
(i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Infrastructure or Enterprise Application, etc.). Negotiate and agrees with the Service Provider any Service Level Agreements Organize and maintains regular Service Level reviews with the Service Provider which covers: • Review of outstanding actions from previous Reviews; • Current performance; • Review of Service Levels and targets (where necessary); • Appropriate actions to maintain / improve Service Levels. • Any actions required to maintain or improve Service Levels Classroom and Staff equipment operations including • Purchasing • Replacement IT Customer Support Staff performance review Post all SLA reporting on designated GRCC web page and appropriate staff. Respond to customer complaints according to the process outlined at GRCC/it customer complaint. Provide communications as needed in terms of service availability.
• • • • • •
Provide measure to insure data security. Update college community of potential data security threats. Monitor college networks for intrusion/hacking Provide security measure to data moving in and out of GRCC network. Negotiate and agrees with the Service Provider any Service Level Agreements Organize and maintain regular Service Level reviews with the Service Provider which covers: • Review of outstanding actions from previous Reviews • Current performance • Review of Service Levels and targets (when necessary) • Appropriate actions to maintain / improve Service Levels • Any actions required to maintain or improve Service Levels
• •
Negotiate and agrees with the Service Provider any Service Level Agreements Organize and maintains regular Service Level reviews with the Service Provider which covers • Review of outstanding actions from previous Reviews; • Current performance • Review of Service Levels and targets (when necessary) • Appropriate actions to maintain / improve Service Levels. • Any actions required to maintain or improve Service Levels
•
Responsible for the coordinating resolution of all enterprise systems
• •
Negotiate and agrees with the Service Provider any Service Level Agreements Organizes and maintains regular Service Level reviews with the Service Provider which covers: • Review of outstanding actions from previous Reviews; • Current performance;
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• • • •
•
Media Technologies
• • • • •
• Project Management
• •
Review of Service Levels and targets (when necessary); Appropriate actions to maintain / improve Service Levels. Any actions required to maintain or improve Service Levels
Forecast medium-term volumes for services managed, in terms of service demand from all sources and capacity units (skill, space, processing, storage, and bandwidth) Acquire/manage capacity in line with policy to balance utilization and responsiveness to new demands; allocates workload across different geographic capacity pools to meet customer needs and utilization requirements Manage infrastructure resources and technical staff including: • Telephone systems • College Network operations • Drive storage • Server resource allocation Manage all GRCC Events Oversee allocation of funds and staffing resources for video production Maintains Equipment Loaners pool for staff and faculty Negotiate and agrees with the Service Provider any Service Level Agreements Organizes and maintains regular Service Level reviews with the Service Provider which covers: • Review of outstanding actions from previous Reviews; • Current performance; • Review of Service Levels and targets (when necessary); • Appropriate actions to maintain / improve Service Levels. • Any actions required to maintain or improve Service Levels Monitor the progress of customer-related projects, such as solution development projects Negotiate and agrees with the Service Provider any Service Level Agreements Organize and maintain regular Service Level reviews with the Service Provider which covers: • Review of outstanding actions from previous Reviews; • Current performance • Review of Service Levels and targets (when necessary) • Appropriate actions to maintain / improve Service Levels. • Any actions required to maintain or improve Service Levels
•
Software Licensing and allocation
•
Provide a managed level of service at budgeted cost to all users. Builds and manages aggregate service plan (including cost and resources forecast) for services. Identifies and manage improvements. Forecast service demand and resource needs within cost budget; manages directly assigned workforce (customized service) within budget; provides input on customer satisfaction needs and issues to competency development. Sponsor, leads, and funds improvement team for the delivery infrastructure.
CIO
• •
Table 2 Responsibilities
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3.
Service Objectives and Measurements
Key Performance Indicators for IT Customer Support can be viewed at grcc.edu/itpolicy. These indicators measure the IT Customer Support departments ability to meet the agreed upon service levels. Service Level objectives and measurements vary according to the service being provided. To see the service objective of each service being provided, go to the IT Service Catalog at grcc.edu/itpolicy. Here you will be able to view the Service, Service Description and the Service Targets.
3.1
Service Hours/Contact Methods/ Availability
Phone Support Semester
Monday -‐ Thursday
Friday
Saturday
Sunday
Summer
7:00 AM
8:30 PM
7:00 AM
8:00 PM
Closed
Closed
Closed
Closed
Fall
7:00 AM
8:30 PM
7:00 AM
8:30 PM
Closed
Closed
Closed
Closed
Winter
7:00 AM
8:30 PM
7:00 AM
8:30 PM
Closed
Closed
Closed
Closed
Walk In Support Monday –Friday 9:00 AM Until 4:00 P.M. at Sneden Hall Room 130 Contact Methods Users can request service or report an incident by using one of the following methods: • Using the Web Portal: support.grcc.edu • Sending an E-mail.:
[email protected] • Calling IT Customer Support.: 616-234-HELP(4357)
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3.2
Change in service
Changes in technology are required to maintain security and availability of existing services. In an effort to minimize the impact of these changes, the IT department utilizes a Change Management process. As part of this process the IT department utilizes a communication model to keep our customers aware of changes that are occurring. The communication and change management process covers the following types of changes. • Document Only: Changes that are considered low impact, such as driver upgrades, security patches, are recorded and applied as needed • Standard Change: These changes are routine and performed frequently. This includes test codes, and development coding changes. Review by the C.A.B. must occur before the change is applied. • Emergency Change: These are changes performed to a system as a result of a system outage or to prevent a system outage. Communication of changes, system failures and maintenance will follow the communication process as outlined in the communication document at grcc.edu/itpolicy Service Availability IT Customer Support strives for 100% availability during working hours for all combined methods of customer interaction. Customers will always have at least one method available to report an incident or request a service during working times. Availability of each interface alone is provided below: Interface
Availability
Hours to Measure
Telephone
95 %
During Work Hours
E-‐mail
95 %
At All Times
Web Portal
95 %
At All Times
Table 3 Availability of Service
3.3
Service Reliability
IT services are designed to be reliable and operate within the constraints of defined SLA's. The commitments in this SLA are as follows: • Individual Enterprise systems will have an up time of 99.98 percent.
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A failure will be considered any Incident with an Impact that equals Critical and requires an all staff email alerting them to the incident. Failures will be investigated by the After Incident Review (A.I.R.) process.
3.4
Service Performance
The target resolution time for each Incident or Service Request depends on its Priority. Priority
Description
Time to Acknowledge
1
Critical
Immediate
2
High
Immediate
3
Medium
1 Hour
4
Low
1 Hour
5
Planning/Projects
1 Hour
Table 4 Target resolution times by Priorities
Priority is determined by the Urgency and the Impact of the Incident or Service Request.
High
Medium
Low
High
1
2
3
Medium
2
3
4
Low
3
4
5
Urgency
Impact
Table 5 Determination of Priorities
An updated, detailed list of types of Incidents and Service to Requests, along with their agreed Urgency and Impact and the calculated Priority is available at grcc.edu/itpolicy.
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To establish ticket Priority, the IT department utilizes the Escalation matrix as shown below. Ticket Acknowled Priority gement Time
Acknowledg ement Escalation Time Level 1
Acknowledge ment Escalation Time Level II
Acknowledge ment Escalation Time Level III
Resolution Time
Resolution Escalation Time Level I
Resolution Escalation Time Level II
P1
Immediate
10 minutes
20 minutes
30 minutes
6 hours
8 hours
12 hours Escalates to CIO
P2
Immediate
15 minutes
30 minutes
45 minutes
6 hours
8 hours
12 hours Escalates to CIO
P3
2.5 Hour
61 minutes
91 minutes
121 Minutes
1 Business Day
1 Business day plus 1 minute
12 business hours & 1 minute
P4
1 Business day(8 Business Hours)
8 Business Hours & 1 minute
12 Business Hours & 1 Minute
16 Business Hours & 1 Minute
3 Business Days
3 Business days plus 1 minute
28 business hours & 1 minute
3.5
Service Objectives Ratings
When possible, dashboard reports will be used to evaluate services. Dashboards will use color coding as shown in table 6. Prior to each Service Level Review, the IT Customer Support Manager will distribute dashboard reports to all the participants. Resolution time is pivotal to performance as shown in Table 4. Target resolution times by Priorities. Criteria for rating service performance:
Percent of Incidents and service requests meeting target (P).
Target Breached
P ≤ 95%
Target Threatened
95% > P > 97%
Target Met
P ≥ 97%
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Table 6 Rating of Service
Surveys will be used to measure the perception of users about various services. Results will be used to monitor and increase the quality of service.
3.6
Measurement Details
IT Customer Support will provide the environment for the measurement and reporting required to monitor components, process and services. The primary source for monitoring the targets in this SLA is the information collected in the Service Management tool. All service targets and KPI’s will be published on the IT Customer Support web page at: grcc.edu/itpolicy
3.7
Measurement Reporting
Reports will show collected measurements relevant to the targets defined in this SLA. There are three types of reports: • Operational reports: To help the outgoing monitoring of services against targets. • Exception reports: Produced each time a service level target is breached. • Periodic reports: To be discussed in scheduled Service Level Review. Periodic reports will incorporate details of performance against all SLA targets, along with details of any trends or specific actions being undertaken to improve service quality. All reports will be available online and will be reviewed with the SLA team annually. Service Level Reviews will be held annually and will be led by Customer Support Manager and include the following stakeholders: • Associate Dean of Arts and Science • Associate Dean of Work Force Development • Other areas as determined by management • Administrative staff • CIO Review process would include: • Dash boards of KPIs • Action steps for changes • Review of exceptions Summary of activities from year to year: • Addition of Service • Retired services • Changes in supported devices
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4.
Additional Considerations
4.1
A.I.R. Process – After Incident Review Process
To improve services, the GRCC IT Department has implemented the AIR process to review system outages that impact large groups of stakeholders. This process is outlined at grcc.edu/itpolicy.
4.2
Customer Complaint Process
For information on how to file a complaint about a service or breach of targets, go to: grcc.edu/it_customer_support/complaint. Instructions for this process are outlined on this page.
5.
Supporting Information
5.1
Definitions, Acronyms, and Abbreviations
Term
Definition
Access Management
The process responsible for allowing users to make use of IT services, data or other assets.
Agreement
A document that describes a formal understanding between two or more parties.
Availability
Ability of an IT service or other configuration item to perform its agreed function when required.
Escalation
An activity that obtains additional resources when these are needed to meet service level targets or customer expectations.
Event Management
The process responsible for managing events throughout their lifecycle.
Failure
Loss of ability to operate to specification, or to deliver the required output.
First-Line Support
The first level in a hierarchy of support groups involved in the resolution of incidents.
Functional Escalation
Transferring an incident, problem or change to a technical team with a higher level of expertise.
Hierarchic Escalation
Informing or involving more senior levels of management to assist in an escalation.
Impact
A measure of the effect of an incident, problem or change on business processes.
Incident
An unplanned interruption to an IT service or reduction in the quality of an IT service.
Incident
The process responsible for managing the lifecycle of all incidents.
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Management Incident Record
A record containing the details of an incident.
Major Incident
The highest category of impact for an incident, resulting in significant disruption to the business.
Mean Time Between Failures (MTBF)
The average time that an IT service or other configuration item can perform its agreed function without interruption.
Mean Time Between Service Incidents (MTBSI)
The mean time from when a system or IT service fails, until it next fails.
Priority
A category used to identify the relative importance of an incident, problem or change.
Process
A structured set of activities designed to accomplish a specific objective.
Request Fulfillment
The process responsible for managing the lifecycle of all service requests.
Resolution
Action taken to repair the root cause of an incident or problem, or to implement a workaround.
Restore
Taking action to return an IT service to the users after repair and recovery from an incident.
Role
A set of responsibilities, activities and authorities assigned to a person or team.
Service Hours
An agreed time period when a particular IT service should be available.
Service Level
Measured and reported achievement against one or more service level targets.
Service Level Agreement (SLA)
An agreement between an IT service provider and a customer.
Service Level Requirement (SLR)
A customer requirement for an aspect of an IT service.
Service Level Target
A commitment that is documented in a service level agreement.
Service Request
A formal request from a user for something to be provided
Service Level Agreement Monitoring (SLAM) Chart
A chart used to help monitor and report achievements against service level targets.
Urgency
A measure of how long it will be until an incident, problem or change has a significant impact on the business.
Table 7 Definitions, Acronyms, and Abbreviations
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5.2
References
"Communication Plan" "Change Management Process" "Information Technology Service Catalog" "KPI’s " “Customer Complaint Process”
5.3
IT Customer Support. Project Management Office IT Customer Support. IT Customer Support IT Customer Support
Kurt Meinders Darcy Swope Kurt Meinders Kurt Meinders Kurt Meinders
List of Tables
Table 1 Signatories ..................................................................................................................................... 7 Table 2 Responsibilities ............................................................................................................................. 9 Table 3 Availability of Service ................................................................................................................. 11 Table 4 Target resolution times by Priorities ......................................................................................... 12 Table 5 Determination of Priorities ......................................................................................................... 12 Table 6 Rating of Service ......................................................................................................................... 14 Table 7 Definitions, Acronyms, and Abbreviations ............................................................................... 16
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