Service Level Agreement

Transcription

1 Template SDSU-TPL v1.3 18/1/11 IT Services Service Level Agreement Identity & Access Management System (AccMan) (IDAM) Document Ref: DSLAIDAM Version: /03/2011

2 Contents 1 INTRODUCTION Service Outline Scope of the Agreement SIGNATORIES SERVICE CONTACTS IT Services: Service Desk IT Services: Business Account Manager Business Primary Contact SERVICE DESCRIPTION Escalation TARGET SERVICE LEVELS Request Fulfilment Incident Management CUSTOMER RESPONSIBILITIES... 9 APPENDIX 1: THIRD-PARTY RESPONSIBILITIES APPENDIX 2: APPROVED LIST OF INCIDENT AND STANDARD SERVICE REQUEST CLASSES of 11

3 Copyright All rights reserved. All information Copyright University of Salford Document Control: Project/Service Name: Document Number: Original Author: Identity & Access Management System (AccMan) SLAIDAM John Green Version Reason for Change Author Date 0.1 First Draft John Green 19/1/ Correction to document structure John Green 24/1/ Initial service levels added John Green 1/3/ Further standard sections added. John Green 24/3/11 Distribution for Approval: Title Name Signature Date Distribution for Information: Department Title Name Date 3 of 11

4 1 Introduction 1.1 Service Outline Hosting and support of the user account management tool - AccMan. AccMan is an administration tool used by ITS and Library Service Desk staff to provision and configure university IT user accounts and various IT resources for example, printing credit. 1.2 Scope of the Agreement This agreement covers the key activities that underpin the provision of the Identity & Access Management System (AccMan) service by the IT Services Division. 4 of 11

5 2 Signatories Customer Organizations: The Library, IT Services (Service Desk). Provider: IT Services, University of Salford; Agreement effective from: 4/4/11; Review Due: 4/4/12 and annually thereafter. Signed: Name: Date: (On behalf of the customer) Signed: Name: Date: (On behalf of IT Services) 5 of 11

6 3 Service Contacts 3.1 IT Services: Service Desk Telephone Number Address Emergency Number IT Services: Business Account Manager Name John Green Telephone Number Address j.l.green@salford.ac.uk Emergency Number 3.3 Business Primary Contact The Library Name Satish Patel Business Title/Role Head of Customer & Learning Services Organizational Unit The Library Telephone Number x Address s.m.patel@salford.ac.uk ITS Service Desk Name Business Title/Role Organizational Unit Telephone Number Address James O Reilly Service Desk Manager IT Services x56541 j.oreilly@salford.ac.uk 6 of 11

7 4 Service Description 1 Hosting and maintenance of AccMan application system. 2 Connectivity to ITS infrastructure, as required to extend system access to administrators. 3 Case Handling: Resolution of incidents/problems arising within the AccMan system or ITS infrastructure dependencies. 4 User administration: Provisioning; granting of access permissions. Hours of Service in relation to the above: 4.1 Escalation ITS endeavour to maintain continuous system availability (except for planned 'down time'). All other aspects (requiring involvement of ITS staff): on business days. The escalation route within the IT Services organization, for issues relating to service incidents or service requests, is as follows: 1. Service Desk Manager; 2. Business Account Manager; 3. Head of Service and Support; 4. Associate Director, Service and Operations. 7 of 11

8 5 Target Service Levels 5.1 Request Fulfilment Service Characteristic Initial Response Per calendar month: % of Standard Service Requests for which an initial response has been received within target timeframe. Fulfilment Per calendar month: % of Standard Service Requests fulfilled within target timeframe. Target, Capability or Limitation 95% where: Initial response target for Priority-1 request = 4 working hours or Initial response target for Priority-2 request = 1 working day or Initial response target for Priority-3 request = 2 working days or Initial response target for Priority-4 request = 3 working days or Initial response target for Priority-5 request = 5 working days or less. 95% where: Fulfilment target for Priority-1 request = 4 working hours or Fulfilment target for Priorty-2 request = 1 working day or Fulfilment target for Priorty-3 request = 3 working days or Fulfilment target for Priority-4 request = 5 working days or Fulfilment target for Priority-5 request = 10 working days or less. 5.2 Incident Management Service Characteristic Initial Response Per calendar month: % of recorded incidents for which an initial response has been received within target timeframe. Resolution Per calendar month: % of support cases for which a resolution has been received within target timeframe. Target, Capability or Limitation 95% where: Initial response target for Severity-1 incident = 1 working hour or Initial response target for Severity-2 incident = 2 working hours or Initial response target for Severity-3 incident = 4 working hours or Initial response target for Severity-4 incident = 1 working day or Initial response target for Severity-5 incident = 2 working days or less. 95% where: Resolution target for Severity-1 incident = 4 working hours or Resolution target for Severity-2 incident = 1 working day or Resolution target for Severity-3 incident = 3 working days or Resolution target for Severity-4 incident = 5 working days or Resolution target for Severity-5 incident = 10 working days or less. 8 of 11

9 6 Customer Responsibilities Accuracy/compliance of operator-entered data. Reporting of any suspected AccMan system failures or performance issues. 9 of 11

10 Appendix 1: Third-Party Responsibilities Not applicable. 10 of 11

11 Appendix 2: Approved List of Incident and Standard Service Request Classes Not applicable. 11 of 11