Information Technology Services Core Services SLA

Information Techno logy Services
Information Technology Services
Core Services SLA
This Service Level Agreement defines the levels of service provided by Information
Technology Services to Victoria University of Wellington staff in support of their core
information technology requirements
SEPTEMBER 2011
Table of Contents
1.
INTRODUCTION .................................................................................................................................................................................. 3
1.1
1.2
1.3
1.4
1.5
Purpose ......................................................................................................................................................... 3
Scope............................................................................................................................................................ 3
ITS Staff Services Catalogue ............................................................................................................................. 3
Service Relationship ........................................................................................................................................ 3
ITS Core Business Hours .................................................................................................................................. 3
2.
SERVICES PROVIDED ......................................................................................................................................................................... 4
3.
SERVICE AVAILABILITY & SUPPORT ................................................................................................................................................. 5
3.1
4.
Systems Maintenance ...................................................................................................................................... 5
MANAGEMENT OF SERVICES .............................................................................................................................................................. 6
4.1
Overview ....................................................................................................................................................... 6
4.2
Contact with the ITS Service Desk ..................................................................................................................... 6
4.3
Request for Service Process.............................................................................................................................. 6
4.4
Escalation process........................................................................................................................................... 6
4.5
Service Management Processes......................................................................................................................... 7
4.5.1 Change Management ................................................................................................................................... 7
4.5.2 Problem Management .................................................................................................................................. 7
4.5.3 Incident Management .................................................................................................................................. 7
5.
SERVICE LEVEL RESPONSE TIMES ..................................................................................................................................................... 8
5.1
5.2
5.3
Priority Levels................................................................................................................................................. 8
Resolution Time .............................................................................................................................................. 8
Service Levels ................................................................................................................................................ 8
6.
PERFORMANCE MEASURES ................................................................................................................................................................ 9
7.
REPORTING REQUIREMENTS ........................................................................................................................................................... 10
8.
SIGNATORIES ................................................................................................................................................................................... 11
9.
APPENDIX .......................................................................................................................................................................................... 12
9.1
9.2
9.3
9.4
Terms and Conditions .................................................................................................................................... 12
Centrally Delivered Specialist Services .............................................................................................................. 13
Definition, Acronyms and Abbreviations............................................................................................................ 13
Related Documents and References ................................................................................................................. 13
ITS – Staff Core Services SLA
Page 2 of 13
1.
Introduction
1.1
Purpose
The purpose of this Service Level Agreement (SLA) is to define the levels of service provided by Information
Technology Services (ITS) to Victoria University of Wellington (VUW) staff in support of their core
information technology requirements.
This document:




1.2
Summarises the services as detailed in the ITS Staff Services Catalogue
Describes the ITS service management process
Defines the service levels and performance measures for each service
Outlines the reporting to be provided.
Scope
Services detailed within the ITS Staff Services Catalogue are accessible to anyone at Victoria University of
Wellington with a ‘Staff’ user account.
This includes:
1.3

Full and part time staff at Victoria University

Post-graduate by Thesis students given staff accounts by their associated school

Interested parties and visiting contract staff
ITS Staff Services Catalogue
This SLA should be read in conjunction with the ITS Staff Services Catalogue:
http://www.victoria.ac.nz/its/staff-services
The ITS Staff Services Catalogue describes each of the services provided by ITS in detail, how to gain
access to each service, the availability of support for the service and any service exclusions that apply.
1.4
Service Relationship
ITS are the in-house information technology service provider for VUW. ITS are committed to delivering high
quality technology services that aid our customers in meeting their core business, teaching and learning and
research objectives.
To ensure the quality and continuity of service for VUW, ITS underpins their services with specialist support
teams and a central point of engagement for all VUW staff, the ITS Service Desk.
To align with the overall strategy of the University and fully engage with our customers ITS has adopted a
partnering approach to its customer relationships. This is based on:




1.5
An open and constructive communication style
A commitment to, and promotion of, a customer service ethos
A proactive and shared approach to problem solving
Ensuring each partner understands their roles and responsibilities in relation to this agreement.
ITS Core Business Hours
ITS Core Business Hours are detailed within the Appendices - Section 9.1 – Terms and Conditions.
ITS – Staff Core Services SLA
Page 3 of 13
2.
Services Provided
The following table is the list of services that are under the scope of this SLA. A brief description of the
service is also provided. For full details of each of the supported services please refer to the ITS Staff
Services Catalogue: http://www.victoria.ac.nz/its/staff-services
Service
Description
1.
Account Management
Account managements provides access to IT services at Victoria
University via a ‘staff’ username and password.
2.
Advice, Guidance and
Information
Staff can request Advice, Guidance and Information on services,
applications and initiatives delivered by ITS at Victoria University.
3.
AV Services
AV Services provide technology and support to aid in the
presentation and communication of relevant content and
information for teaching, learning, research and business
outcomes.
4.
Desktop Hardware and
Software Services
ITS Desktop Services at Victoria University offer support,
management, implementation and installation of the ITS desktop
computing hardware and application environment.
5.
Email Services
ITS Email Services provide the ability to send and receive written
messages, send documents and organise appointments.
6.
File Services
ITS File Services provide a central file storage (H and M drives)
for private and shared files.
7.
Image Services
ITS Image Services provide professional photographic, video
capture and video editing services.
8.
Internet Services
Internet Services provide high speed internet access for the
purpose of teaching, learning, research and work related tasks.
9.
IT Procurement Services
ITS provides procurement services to manage the purchasing of
all VUW computing equipment and software.
10.
Network Services
(including Wireless)
Network Services provide fast and secure network connectivity to
the VUW network and the Internet.
11.
Print Services
Print Services enable all computers connected to the VUW
network, including staff laptops connected wirelessly, to print to
large multi function devices and small desktop printers.
12.
Remote Access Services
Remote Access Services provide a range of services that allow
secure access to email, file storage and core applications from
any computer or mobile device connected to the internet.
13.
Telephone Services
Telephone Services provide administration of landline telephone
and mobile communication services to meet the business needs of
the University.
14.
Video Conferencing
Video Conferencing Services provide a range of video
conferencing services that support distance communication and
collaboration for research, teaching and learning and business
customers.
ITS – Staff Core Services SLA
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3.
Service Availability & Support
ITS aims to provide a high level of service availability with no planned outages during core university
business hours (Monday to Friday – 8.00am – 5.30pm). Most services are available after hours (outside
core business hours), however, only a few are supported. The services that are supported after hours are
for severity 1- critical calls only (see the Priority Table in section 5 of this document).
The following table outlines availability and support for each service:
Service
Business Hours
After Hours
Available
Available
Supported
Supported
Account Management




Advice, Guidance and Information




AV Services




Desktop Hardware and Software
Services




Email Services




File Services




Image Services




Internet Services




IT Procurement Services




Network Services (including
Wireless)




Print Services




Remote Access Services




Telephone Services




Video Conferencing




Note: Services that are supported after hours are for Severity 1 (critical calls) only (i.e. affecting a large group of staff
>50)
3.1
Systems Maintenance
The following events may impact on service availability:
 Planned maintenance windows – ITS is required to update and maintain the technical
infrastructure on a regular basis. The agreed change windows for this work are:
 Tuesday and Thursday 5.00am – 7.00am
 Sunday 6.00am – 10.00am
 Critical system maintenance – From time to time critical maintenance, such as urgent security
patches may need to be performed within business hours which may impact on service availability. Staff
will be notified and all attempts will be made to minimise the business impact of the changes.
ITS – Staff Core Services SLA
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4.
Management of Services
4.1
Overview
All contact with ITS regarding services described in this SLA will be through the ITS Service Desk for
incidents and service requests. This is to ensure all issues are logged and can be reported on for
performance reporting purposes and the agreed escalation and service levels can be instigated and
managed.
4.2
Contact with the ITS Service Desk
Staff can request information or support from ITS via the following methods 



Resolve IT: https://itservice.victoria.ac.nz/infra_prod/infraEnterprise.aspx?LITE
Phone Internal: Ext 5050
Phone External: 04-463-5050
Email: ITS-Servicedesk@vuw.ac.nz
ITS Service Desk staff are trained in call escalation and resolution processes and are aware of call priorities
and key business issues. Please see section 1.4 for ITS staff support hours.
4.3
Request for Service Process
The ITS Service Desk will set the priority level and nature of the call at the time calls are logged.
4.4
Escalation process
Escalation contact details are provided in the table below.
Please ensure your first point of contact is the Client Services Manager.
The second point of contact, should you require further assistance, is the Relationship Services Manager.
The final point of contact for any business related requests is the Associate Director of Services &
Operations.
Escalation Point
Client Services Manager
Janet Hunt – Extn 6060
Relationship Services Manager
Jonathan Flutey – Extn 5488
Associate Director of Infrastructure
and Services
Description
1st point of escalation for incidents related to staff services
and service delivery issues
2nd point of escalation for incidents related to staff services
and service delivery issues
Final point of escalation for all service issues
Peter Borich – Extn 5116
ITS – Staff Core Services SLA
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4.5
Service Management Processes
ITS at Victoria University have implemented ITIL based service management processes to provide and
support high quality IT services within the University environment.
To provide a level of IT process standardisation within the University, ITS adheres to the following
processes -
4.5.1
Change Management
ITS agrees to use a formalised Change Management process to ensure changes are managed and
controlled via a single point of co-ordination, thus minimising any undue disruption to IT services delivered
to the customer.
4.5.2
Problem Management
The ITS Problem Management process provides a proactive, open and constructive method of identifying
errors or problems effecting the normal delivery of services within our IT infrastructure while providing
workarounds, root cause analysis and documented fixes.
4.5.3
Incident Management
The ITS Incident Management process aims to minimise disruption to the business by restoring service
operation to agreed levels as quickly as possible. The Incident Management process monitors the agreed
level of service bound to incidents and requests logged via the ITS Service Desk for all supported ITS
services. Please refer to section five for documented service levels.
ITS – Staff Core Services SLA
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5.
Service Level Response Times
This section describes the priority levels and response times for all calls logged with the
ITS Service Desk.
5.1
5.2
Priority Levels
Priority
Definition
Severity 1 - Critical
Problem or outage affecting a large group of customers (>50),
business critical functions or essential services
Severity 2 - Urgent
Customer cannot perform normal business function due to problem,
or customer needs assistance to complete time sensitive task.
Severity 3 - High
Customer is significantly inconvenienced by an issue but can work
around it until resolved
Severity 4 - Service Request
Customer requests a service.
Resolution Time
Resolution time is the time taken from logging a call in the request tracking system, to the restoration of
the service.
Note:
5.3
Where the resolution is dependent on the services of an external provider, ITS will ensure that resolution
by an external provider is not unreasonably delayed.
Service Levels
Core Business Hours - ITS will achieve the following service levels.
Measure
Critical
Urgent
High
Service Request
Resolution
Time
2 hours
4 hours
3 days
7 days
Percentage
met
92%
92%
92%
92%
After Hours - ITS will achieve the following service levels.
Measure
Critical
Urgent
High
Service Request
Response
Time
1 hour
N/A
N/A
N/A
Resolution
Time
Best
endeavours
N/A
N/A
N/A
ITS – Staff Core Services SLA
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6.
Performance Measures
The following tables outline the performance measures to be achieved by ITS in the delivery of the core
services.
Performance Measure
Performance Target
Call Management

Less than 5% of total calls
are abandoned

Calls answered in a polite
and helpful manner

100% of calls logged in
the request tracking
system

Customers updated on
progress of call

First point of contact
resolution ≥75%


Agreed service level
response times are met
Incidents managed in
accordance with Section 5
of this document

Agreed escalation
procedures are followed
Incident Management
Service Requests

Agreed service level
response time is met (≤ 7
days)

Service Requests managed
in accordance with Section
5 of this document

Or, timeframe agreed with
the customer

Agreed escalation
procedures are followed

Standard Service Request
timeframes are met (≤ 7
days)

SOE maintained to agreed
standard
Up to 3 weeks


Changes to the SOE
communicated to VUW
staff

99.5% availability with no
planned outages during
business hours

All outages are preplanned and within agreed
change windows or agreed
to by interested parties

Systems perform to
agreed standards

Changes meet adhere to
the formal ITS change
management process

Changes impacting
services are appropriately
communicated

Full file back-up performed
once a week

Incremental back-up
performed every other day
e.g. Desktop installations
and relocations
Maintain SOE


Deployment of
existing Software
Deployment of new
Software
Service Availability

Email services

File services

Print services

Internet services

Network services
(excluding wireless)
Change Management
File Restoration
Restoration of files on
networked file storage
ITS – Staff Core Services SLA
Quality Standard


Changes successfully
implemented ≥ 95%
Restoration timeframes
agreed with customers
Page 9 of 13
7.
Reporting Requirements
The following sections outline the reporting provided as part of the service level agreement. Reports will be
provided on a monthly basis.
Performance Measure
Call Management
Reporting Requirement
Details of call statistics:

Incident Management
Service Requests
Service Availability
Response time details by priority group:

Total number of Incidents

Percentage of incidents resolved within agreed
timeframes

Number and nature of Severity 1 incidents
Response times by Service Request:

Total number of service requests

% of service requests completed within agreed
timeframes
Service availability:

Change Management
ITS – Staff Core Services SLA
Total number of calls received
Availability statistics for each of the Email, File,
Print , Internet and Network services
Change management:

Number and type of change

Percentage of successful / unsuccessful
changes implemented
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8.
Signatories
This Service Level Agreement describes the levels of service provided by Information Technology Services
to VUW staff.
Both parties agree to the service levels as described in this document.
Signed on behalf of Victoria University of Wellington
________________________________________________
Andrew Simpson – Chief Operating Officer, Vice Chancellors Office
Signed on behalf of Victoria University of Wellington
________________________________________________
Penny Boumelha – Deputy Vice Chancellor Academic, Vice Chancellors Office
Signed on behalf of Information Technology Services
________________________________________________
Stuart Haselden – Director, Information Technology Services
Dated:
________________________________________________
ITS – Staff Core Services SLA
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9.
Appendix
9.1
Terms and Conditions
ITS core business hours
ITS core business hours are:
8:00am- 9:00pm Monday to Thursday
8:00am- 5:30pm Friday
1:00pm- 5:30pm Saturday and Sunday
Core business hours exclude public and VUW holidays observed in Wellington. All services in this catalogue
are available and fully supported during core business hours.
Note: The ITS Service Desk is closed between 3.00pm and 4.00pm on Thursdays for staff training
requirements.
Duration
The duration of the SLA is for two years and commences on the 1st October 2011 and is effective until 30th
September 2013
Variation
A variation can be requested by either party at any time during the term of the SLA.
A variation requires a minimum of one months advance notification. This is to ensure that the parties have
time to prepare and implement the required changes. The variation will take effect on a date mutually
agreed by both parties.
A request for variation:


Will be assessed by each party, with regard to impact, service levels and cost.
If agreed by both parties – will be amended to the SLA and the document re-signed.
Management of Third Parties
Unless otherwise stipulated, ITS will facilitate the services of external parties on behalf of customers.
Where service levels and/or contractual agreements are in place for services provided by external parties
ITS will use best endeavours to meet the service levels defined by this SLA.
Review of Services
A review of SLA services will be conducted on a yearly basis. ITS will instigate the yearly reviews.
Reports against SLA will be provided to all heads of school (HOS) within the yearly HOS ITS engagement
meetings.
VUW can request a review of services at any other time if it considers that there has been a significant
change in the services provided or requested.
Key Contacts
The table below lists the key contacts in relation to this SLA.
Contact
Phone Number
VUW – General Staff
Andrew Simpson
Ext. 5585
VUW – Academic Staff
Penny Boumelha
Ext. 5093
ITS
Jonathan Flutey
Ext. 5488
ITS – Staff Core Services SLA
Page 12 of 13
9.2
Centrally Delivered Specialist Services
ITS delivers services that have been implemented for a target customer group or to fulfil a specialist need.
While not considered staff core services these services still require formalised support from all groups within
ITS. To achieve this any service implemented, delivered and supported by ITS will be under scope of the
Staff Core Services SLA.
Services included under this scope include:





9.3
The Large File Transfer System
Mediasite
George
SBS Booking System
Piction
Definition, Acronyms and Abbreviations
Define all terms, acronyms and abbreviations used in this document.
Official Term
Definition
VUW
Victoria University of Wellington
ITS
Information Technology Services
SOE
Standard Operating Environment
ITIL
Information Technology Infrastructure Library
SLA
Service Level Agreement
CRC
Customer Relationship Co-ordinator
VPN
Virtual Private Network
MS
Microsoft
9.4
Related Documents and References
Please refer to the following documents for further information.
Document Name
Location
ITS Staff Service Catalogue
http://www.victoria.ac.nz/its/staff-services/
ITS – Staff Core Services SLA
Page 13 of 13