UMHLABUYALINGANA MUNICIPALITY SERVICE LEVEL MANAGEMENT POLICY
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1 UMHLABUYALINGANA MUNICIPALITY SERVICE LEVEL MANAGEMENT POLICY
2 Service Level Management Policy Approval and Version Control Approval Process: Position or Meeting Number: Date: Originator: Recommended by Director of Corporate Services Recommended by EXCO Approved by Council Effective: Review Frequency: Once a year (i.e. Annually) Version Number: Service Level Management Policy Page 2 of 8
3 Table of Contents 1. Scope Policy Statement Roles and Responsibilities Identify and evaluate supplier relationships and contracts Selection of IT Suppliers Supplier Relationships and Contracts Monitoring of IT Supplier Performance Non-Compliance Appendices... 7 A. IT Service Catalogue... 7 Service Level Management Policy Page 3 of 8
4 1. SCOPE This policy applies to all employees of Umhlabuyalingana Municipality and all suppliers of IT services to the municipality. 2. POLICY STATEMENT Umhlabuyalingana Municipality must ensure that all IT services provided are effectively utilised to meet the needs of the municipality. Services provided to the municipality must be formalised and monitored to ensure that the municipality is receiving the appropriate levels of service in terms of contracts in place with service providers. Furthermore the policy provides guidelines to ensure that supplier non-conformance can be detected and dealt with. 3. ROLES AND RESPONSIBILITIES Director Corporate Services: The Director Corporate Services is the controller of the services being requested. He will consult with the IT Officer regarding service level agreements. IT Officer: The IT Officer is accountable for all aspects relating to the management of IT service providers, and will report to the Director Corporate Services on service delivery. In addition, the IT Officer is responsible for the review and negotiation of service level agreements. Service Requestor: Service Requestors (the relevant department requesting the IT service) must ensure that IT service requests are performed through the IT Officer and that all the relevant information is recorded before the request is processed. Municipal Manager: Must be consulted and informed of decisions relating to IT service agreements of the municipality. In addition, the Municipal Manager is responsible for the authorisation and rejection of service level agreements. Service Level Management Policy Page 4 of 8
5 4. IDENTIFY AND EVALUATE SUPPLIER RELATIONSHIPS AND CONTRACTS 4.1. The process of identifying and selecting IT Suppliers must comply with the requirements and evaluation criteria defined by the municipality s Supply Chain Management policies and procedures A list of preferred and blacklisted IT suppliers based on prior experience must be defined and maintained. This list should be informed by the list of blacklisted suppliers defined by National Treasury The current IT suppliers of Umhlabuyalingana Municipality, the service they provide and the criticality of the services are specified in Appendix A. 5. SELECTION OF IT SUPPLIERS 5.1. Requests for Proposals (RFP s) for IT services must be developed in line with municipality s Supply Chain Management processes The municipality s Supplier Chain Management processes must be followed when evaluating RFP responses and selecting IT suppliers The Supplier that best meets the municipality s requirements must be selected For the acquisition of software, development resources, infrastructure and related services, the rights and obligations of all parties must be included as part of the contractual terms with the supplier Legal advice and consultation must be taken on acquisition agreements regarding ownership and licensing of intellectual property. 6. SUPPLIER RELATIONSHIPS AND CONTRACTS 6.1. The IT Officer is responsible for managing the relationships with third party service providers A monthly meeting schedule with IT service providers must be created and maintained by the municipality to monitor performance against service agreements The quality of service provided by the supplier must be evaluated, and improvements must be recommended where necessary. These improvements must be communicated and agreed to in a formal manner Contracts must be amended / renewed to conform to changes to legislation or municipal standards. Service Level Management Policy Page 5 of 8
6 6.5. The municipality must stipulate penalties within contracts or Service Level Agreements (SLAs) for supplier s non-compliance Contract disputes must be resolved using appropriate contract management activities, including effective communications to the supplier and taking the appropriate legal action where necessary Each service provider must appoint an individual, typically a relationship manager, who must take responsibility of managing the contract agreement and providing progress reports to the municipality Security and protection of intellectual property must be clearly defined in contracts to protect the information assets of the municipality. 7. MONITORING OF IT SUPPLIER PERFORMANCE 7.1. The service delivery of providers must be monitored to ensure that the supplier is providing an acceptable quality of service, meeting requirements and targets that have been agreed to within the SLA or contract The costing schedule provided by suppliers must be, where possible, benchmarked against similar providers on a periodic basis To ensure that controls and practices of the supplier are aligned with the municipality s control environment, independent reviews or audit reports must be requested from suppliers who provide critical IT services or deal with sensitive information for the municipality Performance monitoring of service providers must be performed on a monthly basis, and the results must be recorded and reviewed The following evaluation criteria or specific criteria from the SLA must be considered to monitor supplier performance, and ensure that the supplier regularly and transparently reports on the agreedupon criteria. Criteria Technical compliance Training Quality Description The technical criteria supplied in the quote or service level agreement should be converted into metrics used to evaluate supplier performance. This should be included in the metrics if covered in the service level agreement, example, If a supplier commits to passing on skills to municipality staff, a metric should be implemented to monitor and rate this. Metrics dealing with the quality of service provided to the municipality should be used to benchmark supplier performance. Example, If a supplier commits in the service level agreement to a 4 hour turnaround period for repairs to equipment. Service Level Management Policy Page 6 of 8
7 Criteria Staffing General Description The municipality should monitor the level and qualifications of staff provided by suppliers where applicable to ensure that this is in line with the proposed staffing. Other criteria can be defined based on the nature of the particular contract being entered into by the municipality. Contract agreements compliance Criteria should also be defined from the general contractual terms and conditions of the relevant service level agreements where applicable. 8. NON-COMPLIANCE 8.1. The municipality must invoke penalties for a supplier s non-compliance to the SLA, after consultation and assistance from the municipality s legal representatives All non-compliance issues noted for suppliers must be logged and followed up on. Action plans to address non-compliance with timelines must be agreed with suppliers. 9. APPENDICES A. IT Service Catalogue Service Level Management Policy Page 7 of 8
8 Appendix A No Supplier Managed By Service Service Hours Criticality: Medium SLA with Supplier (Yes/No) Low 1 Fujitsu Finance Manager Financial System Support 8:00am 4:00pm No 2 Softline VIP Finance Manager HR System Support 8:00am 4:00pm Yes 3 Telkom IT Officer Mail 8:00am 4:00pm No 4 Ziningi-IT Consulting IT Officer Network and Infrastructure Support 7:00am 5:00pm No 5 Nashua IT Officer Printers and PABX 8:00am 4.30pm Yes Service Level Management Policy Page 8 of 8
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