Service level agreements

1. Service Level Agreements (SLAs)
• What metrics are you going to record and why
• How are you going to capture the information
– “We don’t record everything we do
– It takes too long to record
– I finished it weeks ago just hadn’t updated it”
• Agreeing the SLA
• Continuous improvement
• Reporting

2. Service Levels and Metrics
Measured Monthly and reported to Exec
• Call resolution 80% within target fix time
• Customer Satisfaction 90% meet or exceed
expectations (95% internal target)
• Availability 99.5% on core systems
Campus Services report on first two metrics also

3. Setting the Priority
(examples)
Impact
Urgency
High
Mid
Low
Organisation / Site
P1 = 1 hour
Telephone system failure
Internet link failure
EBS database failure
Website failure
Mains failure in data centre
P2 = 1 day
AC failure in data centre
Print server issue affecting
printing
Email system failure
Wireless unavailable
P3 = 1 week
EBS issue requiring patch fix
Blackboard issue requiring
patch fix
Voicemail intermittent fault
Building / Department / Classroom
Single user / Item
P2 = 1 day
AV suite not working
Network switch failure
PC failure in office or classroom
P3 = 1 week
User profile issue causing problems
Unable to print
Password reset
Additional storage requested
P3 = 1 week
Projector dim in classroom
Local printer failed
Software deployment to classroom
requested
P4 = 1 month
Additional monitor requested
New PC for staff joining the organisation
Setup new staff account
P4 = 1 month
Macs not working on Wireless at SAH
New software installation request
New AV suite install request
P5 = 3 months
Cable additional network point
Phone or data line installation
Setup a new site/tab and content on
Blackboard

8. Other HEI
Response vs Fix?