Operational Service Level Agreement Template

Document Sample
Operational Service Level Agreement Template Powered By Docstoc
					     ITIL @ Deakin

           Richard Tan
Head, Information Technology Services
               Division
       DEAKIN UNIVERSITY
           14th October 2003
           Overview
•   Some Background
•   Why ITIL?
•   What are we doing?
•   How did we get here?
•   What are our timeframes?
•   How are we doing it?
•   Awareness & Training
•   Tools, what tools?
    Some Background
•   Service Review Committee (SRC)
•   Service Review Conference
•   Service Catalogue
•   What about Service Delivery?
•   What about Service Support?
•   We Needed a Framework
            Why ITIL?
• Selection Process
   – ITIL Framework
     • Common Sense & Practical
     • Non-Proprietary
     • Public Domain
     • BS15000 Specification for IT Service Management
   – Implementation Partner
     • Demonstrated ITIL Knowledge & Experience
     • Training, Advice & Consulting Services
     • ProActive were chosen
What are our timeframes?
• Overall Service Improvement Programme
   – 3 years… Don’t underestimate!!!
   – It will take that long
• Implementation Stages
   – Service Review – December 2001
   – Framework Selection – January 2002
   – Assessment – March 2002
   – Programme Definition – May 2002
   – Programme Initiation – August 2002
   – Programme Review – October 2004
How did we get here?
• Base 1 - Assessment
• Process Maturity Report
How did we get here?
• Efficiency and Effectiveness
How did we get here?
• Overall Assessment (40%)
How did we get here?
•   ITSMF Membership
•   Service Improvement Workshop
•   Service Improvement Programme (SIP)
•   ITIL Leadership Group
•   ITSMF Conferences
•   Engaged Project Manager
•   Programme Planning Workshop
•   Created SIP Project Concept Proposals
    (PCPs)
     What SIP PCPs?
• Scope of Implementation
  – Incident Management
  – Help Desk/Service Desk
  – Service Level Management
  – Problem Management
  – Change Management
  – Configuration Management
  – Automation of Processes (Tools)
   How did we get here?

• Project Workshops for each process
• More Training
• PCPs Created
   – Incident Management/Service Desk
   – Service Level Management
   – Change Management
• Funding Proposal
Incident Management/
Service Desk
• Key Objectives (1)
   – To develop processes which are aligned
     with the ITIL (IT Infrastructure Library)
     Service Support framework and achieve
     measurable improvements in the areas of
     Service Desk and Incident Management
   – These improvements will be measured in
     a number of ways, the main ones being
     by way of surveys and benchmarks of
     the length of time incidents are open
Incident Management/
Service Desk
• Key Objectives (2)
   – A regular 6 monthly maturity check will
     also be conducted to monitor our
     progress against the best practice
     maturity levels, with a goal of reaching a
     maturity level of 2.5 for Incident
     Management by the closure of this
     project
   – It is also the objective of this project to
     enable the provision of better business
     information
Incident Management/
Service Desk
• Tasks and Deliverables (1)
   – Mapping and documentation of Incident
     Management and Service Desk process
     lifecycles
   – Procedures supporting the incident
     management and service desk process
     lifecycles
   – Standard process creation and review
     procedures and templates
Incident Management/
Service Desk
• Tasks and Deliverables (2)
   – Schedule of ongoing process improvement
     reviews
   – Documented baselines and metrics
   – An ITIL aligned Service Desk
Service Level Management

• Key Objectives (1)
   – To develop processes which are aligned
     with the ITIL (IT Infrastructure Library)
     Service Support & Delivery framework
     and achieve measurable improvements
     in the area of Service Level Management
     and an increased ability to manage the
     expectations of customers and vendors
Service Level Management

• Key Objectives (2)
   – These improvements will be measured in
     a number of ways, the main ones being
     by way of Service Level Agreements
     and process maturity. Service Level
     Agreements and Operational Level
     Agreements will be formed and agreed
     with key stakeholders
Service Level Management

• Key Objectives (3)
   – A regular 6 monthly maturity check will
     also be conducted to monitor our
     progress against the best practice
     maturity levels, with a goal of reaching a
     maturity level of 4 for Service Level
     Management by the closure of this
     project
Service Level Management

• Key Objectives (4)
   – Ensure that all services have defined
     metrics, measures with which to provide
     useful business information
   – Establish a mechanism to measure and
     report on Service Performance and put
     in place a process to review all services
Service Level Management

• Tasks and Deliverables (1)
   – Mapping and documentation of Service
     Level Management process lifecycle
   – Identify and document procedures
     required by each section to support the
     process
   – Ensure that the accepted ITS Process
     creation and improvement model is
     followed
 Service Level Management
• Tasks and Deliverables (2)
    –   Establish business reporting requirements and
        implement
    –   Implement continuous improvement process
    –   A Service Catalogue
    –   A standard Service Level Agreement Template
    –   A standard Operational Level Agreement Template
    –   A negotiated SLA with the VP(A)
    –   Negotiated OLAs which underpin the SLA
   How are we doing it?
• Programme Management
   –   ITIL Champion
   –   Leadership Group
   –   Project Manager
   –   Business Analyst
• Projects Management
   –   Formal Methodology
   –   Project Structure
   –   Process Owners
   –   Project Teams
   How are we doing it?

• IT Governance
   –   Policy Definition
   –   Prescribed Processes
   –   Process Definition
   –   Process Change Management

   – Not sure what you want here…
Service Level Management

 • Definition of a Service

    “A grouping of IT functions that
    provide a definitive outcome for
              customers”
Service Level Management
 • Service Listing
Service Level Management
 • Service Offerings
   – Currently being prepared
   – SLM Project Team Members
   – First cut prepared
 • Process Definition underway
 • Templates published
Service Level Management
• Timeframes
   – Service Catalogue
     • October 2003
   – OLAs & Underpinning Contracts
     • October, 2003
   – Automation Requirements
     • October, 2003
   – SIP Timetable
     • November, 2003
   – SLA with Vice-President (Administration)
     • December, 2003
    Incident Management/
         Service Desk

•   Project Plan developed
•   Project Team assembled
•   Process Definition underway
•   Templates published
  Awareness Campaign

• Leadership Group
• Formal Communications Plan
• Communications Officer
        Awareness Campaign
• Internal
   – Service Management Essentials Training
     (Including an exam!)
        •    75% of all staff so far
        •    100% by March 2004
   –   Manager Training (A tougher exam!!!)
   –   Procurement of the books – It IS a Library
   –   Encouragement to implement in small teams
   –   ITIL Web Site
   –   Fortnightly Reports
   –   Regular “All ITS Staff” Briefings
       Awareness Campaign
• External
   –   Regular postings to University Newsletter
   –   Client Forums
        •    IT Managers
        •    DUITEs
   –   Other Universities
        •    Knowledge & Experience Sharing
        •    Forums
              – VDIT
              – CAUDIT
              – EDUCAUSE
              – SPUSC
   –   Public Forums
        •    ITSMF Conferences
        Tools, what tools?
• Currently
   –   help.deakin
   –   Work Request System
   –   Internally developed & maintained
   –   Integrated with User Management System
• During the Projects
   – Requirement identification
   – Some Enhancements to help.deakin
   – Configuration Management system
     development
           Tools, what tools?
• Eventually
   – Compile all requirements
       •    All ITIL Processes
       •    Analysis of technology base
       •    Expansion to entire University
   – Call for Tenders
   – Cost/Benefit Analysis
   – Full redevelopment or Purchase
ITIL @ Deakin

   Questions?

				
DOCUMENT INFO
Description: Operational Service Level Agreement Template document sample