DS01 Process Description

1. Description

Establishment and maintenance of service-level agreements which formalize the performance criteria against which the quantity and quality of service will be measured.

2. Service Activities

SLA Framework: Maintain framework to promote the definition of formal SLAs including minimal content guidelines
Operational Level Agreement Maintenance: Write and maintain procedures to ensure that the manner of and responsibilities for performance governing relations (e.g., non-disclosure agreements) between all the involved parties are established, coordinated, maintained and communicated to all affected departments
Monitoring and Reporting: monitoring and reporting on the achievement of the specified service performance criteria and all problems encountered during processing.
Review of SLAs and Contracts: regular review process for service level agreements and underpinning contracts with third party service providers.
Service Improvement Program: Ensure that users and service level managers regularly agree on a service improvement program for pursuing cost-justified improvements to the service level.

3. Key Goal Indicators

Sign-off by strategic business unit that service levels are aligned with key business objectives
Customer satisfaction that the service level meets expectations
Actual to budget cost ratio in line with service levels
Percent of all critical business processes relying on IT covered by service level agreements
Percent of service level agreements reviewed at the agreed interval or following major change
Service level partners sign off service level monitoring information provided
Percent of IT services which meet service level agreements

ebc Service Commitments

Development and implementation of next step in SLA-based performance metrics, including quarterly reporting, based on cluster-level ITMC input,
completion and implementation of service catalogue for all EBC offerings, and positioning on the web site, with appropriate data management responsibilities,
development and communication of service offering catalogue, pricing and cluster plan for full INP-based dial-up services using EBC PCs, including satellite offices and at-home use of EBC PCs,
review, recommendations and a full service catalogue for clients on the home use of computer technology using the VPN and other dial-up services as an EBC proposal,
development of a support capability to better provide service/support to clients using dial-up or home PC usage

4. Key Performance Indicators

Time lag of resolution of a service level change request
Frequency of customer satisfaction surveys
Time lag to resolve a service level issue
Number of times that root cause analysis of service level procedure and subsequent resolution is completed within required period
Significance of amount of additional funding needed to deliver the defined service level

ebc Service Commitments

5. Critical Success Factors

Service levels are expressed in end-user business terms, wherever possible
Root cause analysis is performed when service levels breaches occur
Skills and tools are available to provide useful and timely service level information
The reliance of critical business processes on IT is defined and is covered by service level agreements
IT management accountabilities and responsibilities are linked to service levels
The IT organisation can identify sources of cost variances
Detailed and consistent explanations for cost variances are provided
A system for tracking and following individual changes is available

6. Additional Information

Maturity Level Characteristics


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