IT Services Service Level Agreement
Contents 1 Purpose... 3 2 IT Services Objectives... 3 3 IT Helpdesk... 3 3.1 Issues... 3 3.2 Service Requests... 4 3.3 Development Requests... 4 4 Priorities... 4 5 Core Services... 5 6 Disaster Recovery... 6 7 Key Performance Indicators... 6 2
1 Purpose The purpose of this Service Level Agreement is to outline the services provided by IT Services and to establish quality standards that staff and students can expect in their delivery. 2 IT Services Objectives The core objective of the IT Services department is to provide a resilient infrastructure that forms the basis of all IT activity across the College and does so in a secure and robust way. The systems and services installed on this infrastructure will meet the objectives of the IT Strategy, the College Strategy and the individual needs of staff and students. The IT Helpdesk will be the primary point of call for all staff IT issues and will act as a second line to Computer Resources (student support). IT Services will act on the College s behalf with all third-party IT system vendors. 3 IT Helpdesk The IT Helpdesk is the system by which all issues, service requests, development requests should be passed to the IT Services team. This allows the most appropriate member of the team to view and take responsibility for any particular issue and allows for continuity of service when members of staff are on leave. For new issues, our preference is for it to be reported by email as this will automatically log it into the Helpdesk system. It is understood that this is not always practical for some staff and issues can be reported by phone or in person. The contact details are: Email: helpdesk@leeds-art.ac.uk Phone (internal): 8004 The IT Helpdesk is available between 9am and 5pm Monday to Friday. The IT Services Department is manned between 8am and 6pm each day, urgent issues can be reported between these hours, however staff availability is limited. The IT Helpdesk deals with three type of call: Issues, Service Requests and Development Requests. 3.1 Issues Issues are any fault with a system or device and the Helpdesk will prioritise dealing this type of call above all else. Issues will be prioritised according to their severity (number of people affected, urgency to get the issue resolved). A server / core system failure is the most urgent and severe issue the Helpdesk will deal with. Often the IT Helpdesk will already be aware of an issue when it is reported (e.g. we may have received an automatic notification of a fault or another member of 3
staff may have already reported it). For reporting purposes and to reduce duplication, we may reject issues which have been raised by multiple people. Issues relating to bugs within externally developed software systems are beyond the control of the IT Services department. They will be reported to the appropriate external Helpdesk and resolved within the SLA for that Helpdesk. 3.2 Service Requests Service requests are the second most frequent call taken by the IT Helpdesk. A service request is any call to the Helpdesk to do something which isn t an issue or development. Examples include: Updating or installing software on a laptop or computer. Moving or setting up equipment. Changing a toner. Purchasing new equipment. Help using software / training. 3.3 Development Requests Development requests are defined as any call which requires a change to an existing system or process or the creation of a new system or process. The scale of a development request can range from a simple change through to a large scale project. Unlike other requests to the Helpdesk, Development requests will be reviewed before being accepted as a task. Not all requests are possible, either due to limitations of technology, staff ability or because of impacts on other systems. Staff raising development requests should initially discuss with the system owner or relevant committee before raising a Helpdesk ticket. If a development request can only be achieved by a third-party supplier, IT Services will request a quote for the work (if applicable) and discuss with the requestor and the software owner or appropriate committee. Development requests should be raised as early as possible with the IT Services team as timescales to complete the request can be quite long, especially if involving a third-party supplier. The scope of the request must be agreed in advance so that a business as usual target can be set. This is the point at which any further requests relating to the development are treated as Issues. 4 Priorities Each ticket raised on the Helpdesk system will be assigned a numeric priority, ranging from 1 (most severe) to 4 (least severe). The priority of the ticket will determine the timeframe in which the issue will be resolved (note for Development requests, the priority is only an indication of the urgency and not a timescale). 4
Priority is determined by the urgency at which the issue must be resolved, the number of people affected and the specific function of the system at fault. The table below gives some examples for each priority: Priority Example 1 Failure of a core service (see Core Services). Data loss Disaster Recovery (see Disaster Recovery) 2 Partial loss of a core service. Issues with a short-term deadline for resolution. 3 Issues affecting few individuals / longer deadlines. 4 Issues with no deadline or where there is a work around. For each priority, there is a response time and resolution time. The response time is the timeframe a person raising an issue can expect a response in. The resolution time is the timeframe in which a resolution must be implemented. For the purposes of this document, a planned fix is also included as a resolution. Priority Max Response Max Resolution 1 30 Minutes 4 Hours 2 1 Hour 1 Day 3 4 Hours 5 Days 4 2 Days 10 Days For issues which have been raised and either the cause of the incident or the resolution is outside the control of the IT Services team, the issue will be set a priority 0 and will not be included in any Helpdesk statistics (though may be reported on). The target for the Helpdesk is to close 95% of all reported issues within the above timeframes. The outcome of this will be reported annually to the IT Strategy Group. 5 Core Services The IT Service department identifies the below systems and servers as being Core Services. A complete failure of any of these will be treated as Priority 1. System Description Users Active Directory Staff / Student computer All Staff / Students accounts and authentication. Student Record System Agresso Students / Agresso Finance Business Support Staff Exchange Email Server All Staff File Servers Student and Staff File All Staff / Students Servers Liberty Library System All Staff / Students 5
VLE Moodle system All Staff / Students Portal Staff / Student Information All Staff / Students Network (Internal) Core wired network, wi-fi All Staff / Students Network (external) Firewalls, Internet All Staff / Students Papercut Student Print Service All Students Resource Main Finance System Business Support Staff DEED Online Purchase Orders All Staff Telephones Telephone system All Staff Website(*) College Website The World IT Services aim to have 99.5% uptime for each these systems (based on 24 hours a day, 365 days a year). This equates to a maximum downtime of 1.5 days per system per year. The outcome of this target will be made available to the IT Strategy Group annually. * The Website is an externally hosted system and as such the College has an SLA with the service provider. 6 Disaster Recovery In the event of a Disaster Recovery scenario occurring, the Service Level Agreement will be suspended until such time as all systems return to Business as Usual. The IT Helpdesk will still be used (if available) for staff to raise issues and concerns arising from the DR event. College Staff should read the Disaster Recovery Policy for information on how IT Services will work during this period. 7 Key Performance Indicators The Head of IT Services will report annually to the IT Strategy Group the department s performance against the below targets: % of Helpdesk issues resolved within expected timeframes by priority % of Server uptime Major Development Work undertaken In addition, the department will produce an annual user satisfaction survey for staff. The feedback from this will be discussed and used to improve the service provided. 6