Information Technology Services Core Services SLA

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1 Information Technology 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

2 Table of Contents 1. INTRODUCTION Purpose Scope ITS Staff Services Catalogue Service Relationship ITS Core Business Hours SERVICES PROVIDED SERVICE AVAILABILITY & SUPPORT Systems Maintenance MANAGEMENT OF SERVICES Overview Contact with the ITS Service Desk Request for Service Process Escalation process Service Management Processes Change Management Problem Management... 7 Incident Management SERVICE LEVEL RESPONSE TIMES Priority Levels Resolution Time Service Levels PERFORMANCE MEASURES REPORTING REQUIREMENTS SIGNATORIES APPENDIX Terms and Conditions Centrally Delivered Specialist Services Definition, Acronyms and Abbreviations Related Documents and References ITS Staff Core Services SLA Page 2 of 13

3 1. Introduction 1.1 Purpose 1.2 Scope 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: 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. Services detailed within the ITS Staff Services Catalogue are accessible to anyone at Victoria University of Wellington with a Staff user account. This includes: 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 1.3 ITS Staff Services Catalogue This SLA should be read in conjunction with the ITS Staff Services Catalogue: 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: 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. 1.5 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

4 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: 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. Services ITS 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 , 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 Page 4 of 13

5 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 Supported Available Supported Account Management Advice, Guidance and Information AV Services Desktop Hardware and Software Services 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 Page 5 of 13

6 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: 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 Peter Borich Extn 5116 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 ITS Staff Core Services SLA Page 6 of 13

7 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 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 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 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 Page 7 of 13

8 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 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 Severity 3 - High Severity 4 - Service Request Customer cannot perform normal business function due to problem, or customer needs assistance to complete time sensitive task. Customer is significantly inconvenienced by an issue but can work around it until resolved Customer requests a service. 5.2 Resolution Time Resolution time is the time taken from logging a call in the request tracking system, to the restoration of the service. Note: 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. 5.3 Service Levels Core Business Hours - ITS will achieve the following service levels. Measure Critical Urgent High Service Request Resolution Time Percentage met 2 hours 4 hours 3 days 7 days 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 Page 8 of 13

9 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 Quality Standard Call Management Less than 5% of total calls are abandoned 100% of calls logged in the request tracking system Incident Management First point of contact resolution 75% Agreed service level response times are met Calls answered in a polite and helpful manner Customers updated on progress of call Incidents managed in accordance with Section 5 of this document Agreed escalation procedures are followed Service Requests e.g. Desktop installations and relocations Maintain SOE Deployment of existing Software Deployment of new Software Service Availability services File services Print services Internet services Network services (excluding wireless) Agreed service level response time is met ( 7 days) Or, timeframe agreed with the customer Standard Service Request timeframes are met ( 7 days) Up to 3 weeks 99.5% availability with no planned outages during business hours Service Requests managed in accordance with Section 5 of this document Agreed escalation procedures are followed SOE maintained to agreed standard Changes to the SOE communicated to VUW staff All outages are preplanned and within agreed change windows or agreed to by interested parties Systems perform to agreed standards Change Management Changes successfully implemented 95% Changes meet adhere to the formal ITS change management process Changes impacting services are appropriately communicated File Restoration Restoration of files on networked file storage Restoration timeframes agreed with customers Full file back-up performed once a week Incremental back-up performed every other day ITS Staff Core Services SLA Page 9 of 13

10 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 Incident Management Details of call statistics: Reporting Requirement Total number of calls received Response time details by priority group: Total number of Incidents Percentage of incidents resolved within agreed timeframes Number and nature of Severity 1 incidents Service Requests Response times by Service Request: Total number of service requests % of service requests completed within agreed timeframes Service Availability Service availability: Availability statistics for each of the , File, Print, Internet and Network services Change Management Change management: Number and type of change Percentage of successful / unsuccessful changes implemented ITS Staff Core Services SLA Page 10 of 13

11 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 Page 11 of 13

12 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 1 st October 2011 and is effective until 30 th 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 VUW Academic Staff Penny Boumelha Ext ITS Jonathan Flutey Ext ITS Staff Core Services SLA Page 12 of 13

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: The Large File Transfer System Mediasite George SBS Booking System Piction 9.3 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 ITS Staff Service Catalogue Location ITS Staff Core Services SLA Page 13 of 13

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