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  • 1. Project Charter Project Name: Defining and Delivering an SLA Information Technology Services 12/13/2006 Final Author: Ann Berry-Kline THINKING AT THE EDGE
  • 2. Document Control Change Record Date Author Version Change Reference 11/21/06 Ann Berry-Kline 1.0 Document creation 11/29/06 Ann Berry-Kline 1.1 Word crash; recovered document 12/06/07 Ann Berry-lLine 1.2 Incorporated comments from: Larry Merkley Andrea Hesse Janine Roeth DDSLA project team discussion 12/07/09 Ann Berry-Kline 1.2` More changes per a review meeting with Jainine Reviewers Sign Off Reviewer Position Sign Off Date 12/12/06 SMT SMT approved the charter pending the finalization of the resource requirements for the project. Distribution Copy Name Number DDSLA Project Team – Andrea Hesse, Eric Mitchell, Janine Roeth, Bill Hyder, Adele UC Santa Cruz Project Charter ii
  • 3. Guerzon, John Hammond, Rich Chew, David Turner, Naomi Gunther and Ann Berry-Kline UC Santa Cruz Project Charter iii
  • 4. Table of Contents DOCUMENT CONTROL ................................................................................................................................II Change Record ............................................................................................................................................................. ii Reviewers ii Distribution.................................................................................................................................................................... ii TABLE OF CONTENTS ............................................................................................................................... IV 1 PROJECT BACKGROUND ....................................................................................................................1 1.1 Problem/Opportunity Description.....................................................................................................................1 1.2 Benefits ...............................................................................................................................................................1 1.3 Goals ...................................................................................................................................................................1 1.4 Stakeholders and Clients....................................................................................................................................2 2 PROJECT SCOPE...................................................................................................................................3 2.1 Objectives ...........................................................................................................................................................3 2.2 Deliverables .......................................................................................................................................................4 3 PROJECT PLAN......................................................................................................................................6 3.1 Approach/Methods ............................................................................................................................................6 3.2 Project Timeline .................................................................................................................................................6 3.3 Success Criteria..................................................................................................................................................7 3.4 Issues and Policy Implications ..........................................................................................................................8 3.5 Risk Management Plan ......................................................................................................................................8 4 PROJECT ORGANIZATION AND STAFFING ......................................................................................9 5 PROJECT BUDGET ..............................................................................................................................11 6 APPENDIX A- APRIL STATE AND END STATE DIAGRAMS ..........................................................12 7 APPENDIX B – PROJECT RISK AND ISSUE LOG .............. ERROR! BOOKMARK NOT DEFINED. UC Santa Cruz Project Charter iv
  • 5. 1 Project Background 1.1 Problem/Opportunity Description Customers don’t know what to expect from ITS as we continue our transformation efforts. We need to provide elements of scope and levels for key services as part of their investment in us. ITS’ first attempt came in the form of the Transitional Service Agreements (TSAs). These were used as staff were transitioned into the ITS organization. The TSAs were the first step in creating a communication process and building trust between ITS and the Deans and Principal Officers of the campus. Many efforts have taken place within ITS to make the IT Transformation Program and ITS as a whole come to where it is today. At this time, many of the efforts, both process and infrastructure in nature, have not linked together to achieve the process driven model as planned. This project will identify intersection points from these efforts plus complete other necessary work to continue the movement to a service driven organization. 1.2 Benefits To become a process driven organization, ITS must implement and utilize Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) as part of service and client relationship management. Customers and clients will notice clarity in how to receive specific, highlighted services through the service catalog Implementing an SLA with OLAs in place will allow us to ensure our agreement with campus to provide services is solid. For any given service, the alignment of OLAs is necessary to understand many of the components for delivering a service and they will help define response times in our initial SLA. This alignment of OLAs will result in consistent delivery of services. 1.3 Goals This project charter will implement a basic SLA structure in the April to June timeframe. The basic SLA structure will consist of the SLAs, Service Catalog, OLAs, existing ITIL and PM processes and limited metrics. See Appendix A for a diagram of the basic structure. Additional and ongoing improvements will be necessary to mature and fill in the SLA framework. See Appendix B for the end state diagram. This project will define and deliver an SLA within the April –June, 2007 timeframe. Two distinct goals make up the heart of this project. UC Santa Cruz Project Charter 1
  • 6.  The definition and agreement of initial global SLAs and outline for local service level agreements.  The definition and implementation of initial OLAs  Recommendations for ongoing maintenance Other projects and improvements that intersect this project are the ITS Customer Request Process (CRSP), service level metrics within the ITS Service Management unit, ITS Assessment, Service Catalog, process metrics from ITIL, Change Management, Collaboration Tool project, Budget Advisory Committee (BAC) and the current Outage Announcement Process. Appropriate collaboration will be necessary with each of the project or improvement sponsors to identify processes/procedures, identify gaps and recommend appropriate action to complete the SLA framework. 1.4 Stakeholders and Clients Deans and Principal Officers are major stakeholders of this project as coming to a Service Level Agreement represents ITS’ commitment to delivering an agreed upon set of services with an agreed upon service level and cost. Customers include all those on the campus that receive services from ITS. Clients, or those whol pay for services, include Assistant Dean, Deans or Principal Officers. ITS management and staff need to support and continue to develop the SLA framework as part of ongoing process and infrastructure improvements. By deepening the OLA and best practice processes within the ITS organization, it will result in reliable, repeatable service delivery and problem handling. ITS staff will be most affected by this project with the implementation of OLAs. Preparing the SLAs for campus requires OLAs to be defined and implemented. Adhering and adjusting operations to the OLAs and SLAs will have an organizational impact, requiring management and staff commitment. Managing the SLA at a service by service level is a new expansions of the IT Service Manager role. Developing the OLA and SLA allows the DLs to deepen the role of Account Manager as envisioned during the planning phases of the IT Transformation (ITTP). UC Santa Cruz Project Charter 2
  • 7. 2 Project Scope 2.1 Objectives Objectives to complete the definition and administration of the SLA are the following Objective 1 – Define the SLA template  Conduct research and lessons learned from the TSA process to aid in the definition of an SLA template that includes global services by way of the service catalog. Like the Transitional Service Agreements (TSAs), the template will be a two-part template that includes global services in the first part and local services in the second part. This process will include input and review by campus leaders in ITS and the divisions.  Gather input from clients and customers to aid in determining the elements of the SLA. Objective 3 – Identify and document the SLA framework  Identifying intersections from other projects or efforts to support the SLA framework. Identify processes/procedures, identify gaps between intersections, if necessary and make recommendations for changes. For example, the pie chart showing where IT $ are spent. Objective 5 – Work towards SLA agreement  Include Assistant Deans/Deans or Principal Officers in the review cycle of the SLA template and when local services are added. Objective 6 – Identify and complete plan for highlighted services in SLA  Determine major services to be highlighted in the SLA by Directors of CRM and Service Management. A recommendation will come from the research completed and information gathered when designing the SLA template. For these services, an effort will take place to provide a service level that is measurable via one or more metrics.  Inventory service category, services and level as currently provided. In part this will be dependent on OLA information gathered. In addition, the inventory may reveal existing metrics that are in use or ones that are easily used to monitor a service level.  Recommendations including but not limited to additional services and processes to support the SLA framework. Objective 7 – Identify communication channels that are in use, need improvement or to be developed.  Standardized existing effective communication channels. Develop new communication channels where gaps exist. Objectives to complete the definition and implementation of OLAs are the following UC Santa Cruz Project Charter 3
  • 8. Objective 2 – Define the OLA template  Define an OLA template, implement and align the OLAs.  Identify intersections with other projects or efforts to support the implementation of the OLA. Identify processes/procedures, identify gaps between intersections, if necessary and make recommendations for changes. For example, deepening the incident management process. Objective 4 – Create and execute a plan to implement the OLA  Understand how Service Providers service and incident/problem processes combine to deliver each service or fix “problems”.  Define and implement consistent escalation processes across all Service Providers.  Understand how to forward service and incident/problem requests between Service Providers effectively.  Inventory existing service and incident/problem processes with each ITS Service Provider.  Work with ITSMG to understand the capacity of each Service Provider to determine response times and service levels.  Recommendations including but not limited to additional services and processes to support internal exchange of service and incident/problem requests. Objective 7 – Identify communication channels that are in use, need improvement or to be developed.  Standardized existing effective communication channels. Develop new communication channels where gaps exist. 2.2 Deliverables Objective 1 – Define the SLA template. Project Deliverable Work Products/Description SLA template Refer to Section 3.2 Project Timeline, Task ID #1: SLA Element Discovery Summary of findings Summary of findings will include: Intersections with existing work/projects # BAC, Assessment, CRSP, Metrics, ITIL and PM Process, Service Catalog, policy/procedures, internal service catalog, Outage Announcement Process * Gap analysis and recommendations regarding intersections * External and Internal Research performed * Additional tool and process needs, if necessary * Barriers and possible mitigations to implementation * Recommendation of services to highlight in the SLA * Any additional next steps/tasks for deploying the template Objective 2 – Define the OLA template. Project Deliverable Work Products/Description OLA template Refer to Section 3.2 Project Timeline, Task ID #2: OLA Element Discovery Summary of findings and recommendations for next steps Summary of findings will include: Intersections with existing work/projects # BAC, Assessment, CRSP, Metrics, ITIL and PM UC Santa Cruz Project Charter 4
  • 9. Process, Service Catalog, policy/procedures, internal service catalog, Collaboration Tool, Outage Announcement Process * Gap analysis and recommendations regarding intersections * External and Internal Research performed * Additional tool and process needs * Barriers and possible mitigations to implementation * Next steps/tasks for implementing the template Objective 3 – Identify and document the SLA framework Project Deliverable Work Products/Description Updated service pages Refer to Section 3.2 Project Timeline, Task ID #3: Identify/document SLA framework New web pages Objective 4 – Create and execute a plan to implement the OLA Project Deliverable Work Products/Description Project implement plan for OLAs Refer to Section 3.2 Project Timeline, Task ID 4: Deploy the initial framework, OLA deploy Completed OLAs Documenting business processes for services Recommendation/Requirements for new tool(s) Objective 5 – Work towards SLA agreement Project Deliverable Work Products/Description SLAs w/ local services added Refer to Section 3.2 Project Timeline, Task ID 4: Deploy the initial framework, SLA deploy Objective 6 – Identify and complete plan for highlighted services in SLA Project Deliverable Work Products/Description Document highlighted services Refer to Section 3.2 Project Timeline, Task ID 5: Deploy the initial framework, SLA deploy <><> This is terse and needs to Document metrics and be fleshed out<><> assessments related to highlighted services Objective 7 – Identify communication channels that are in use, need improvement or to be developed. Project Deliverable Work Products/Description Recommendation of Refer to Section 3.2 Project Timeline, Task ID 4: Deploy the communications channels that are initial framework, Communication channels/role development in place and ready to document in use locally, valuable but need improvement or standardization in use but need to be retired not present and need to be developed UC Santa Cruz Project Charter 5
  • 10. 3 Project Plan 3.1 Approach/Methods The project team is made up of subject matter experts from various parts of the ITS organization. Each of the team members will lead sub teams to complete the work outlined in this charter and act as change agents for the groups they represent. The project team will meet on a regular interval to give status and discuss broader issues. The work outlined in this charter is culture changing. This will require ITS management to own and support the changes to the shift from working stand-alone to working in a process driven model. 3.2 Project Timeline This project schedule has been created with best guess durations. Once resources are committed to the project, the schedule may vary. The activities listed below and in a detailed project plan in merlin are estimated well enough to validate the requested completion time. An agreed upon SLA is needed, in place by the start of fiscal year 2007. ID Task Name Start Finish Actual Finish 1 SLA Element Discovery 01/08/07 04/23/07 00/00/00 Recruit team/conduct research and TSA lessons learned 01/08/07 01/30/07 Present research and lessons learned findings 02/06/07 02/06/07 Create and conduct process/questionnaire for DL interviews 02/07/07 03/15/07 Complete proposed template; write recommendations and considerations 03/15/07 03/22/07 document including a recommendation of high lighted services for the SLA. Recommend template to DLs/SMT 03/22/07 03/22/07 Propose template and findings to ITC 03/23/07 03/23/07 Validate the SLA template and findings with Deans/POs 04/02/07 04/16/07 Present template, findings to EVC, VP IT, Deans/PO as final 04/23/07 04/23/07 Handoff to “Identify/document SLA framework” and “Deploy the initial framework” 2 OLA Element Discovery 01/08/07 02/21/07 Recruit team/conduct research/internal investigation 01/08/07 01/16/07 Create template, Identify issues and gaps, make recommendations for next 01/09/07 02/05/07 steps Route template and findings to select ITSMG and SLA element discovery sub 02/06/07 02/12/07 team (sanity check) 02/20/07 02/20/07 Presentation to SMT UC Santa Cruz Project Charter 6
  • 11. Presentation to ITSMG 02/27/07 02/27/07 Hand off to “Identify/document SLA framework” and “Deploy the initial framework” 3 Identify/document SLA framework 01/08/07 05/28/07 Decide on documentation format 01/08/07 01/15/07 Start documentation – add: 01/15/07 04/24/07 Wrapper, statement of commitment, how-to, go-to information Update necessary service pages Pertinent SLA element discovery findings Pertinent OLA element discovery findings Pertinent Communication Channel information and links Additional metric and assessment documentation Review cycle 05/01/07 05/27/07 Handoff to “Deploy the initial framework” 05/28/07 05/28/07 4 Deploy the initial framework OLA deploy Ongoing check-ins with “SLA Element” and “SLA deploy” sub teams Identify/plan for process changes 03/07/07 05/15/07 Identify and recommend new tool(s) to support process 02/27/07 05/09/07 Move to new processes 05/16/07 06/11/07 OLAs implemented 06/12/07 06/12/07 SLA deploy Complete determined metric/assessment work 02/06/07 04/28/07 Add local services to the SLA 04/24/07 05/01/07 Review SLA with local groups 05/01/07 05/14/07 Review SLA with Dean/PO 05/15/07 05/21/07 SLAs agreed upon 05/21/07 05/21/07 Framework documentation ready 05/28/07 05/28/07 Communication channels/role development Identify and investigate communication channels that support the SLA 04/10/07 04/24/07 framework Discuss/investigate what we have, gaps and recommendations 4/25//07 05/07/07 Make recommendation to the DDSLA Project Team 05/08/07 05/08/07 Handoff documentation additions and links to the “Identify/Document the SLA 05/09/07 05/09/07 Framework” 5 Validate all deliverables are in place and working 05/29/07 06/13/07 6 Post implementation review 06/14/07 07/10/07 7 Project Complete 7/11/07 07/11/07 3.3 Success Criteria Agreed upon global SLAs between ITS and Deans/Principal Officers ITS’ ability to understand client impacts and responsively deliver services within ITS defined capacity within focus. UC Santa Cruz Project Charter 7
  • 12. ITS is able to monitor and report on service delivery performance including variances ITS’ ability to inform continuous service delivery and campus growth needs through SLA performance on focused services and processes. ITS and campus leaders meet and communicate about services provided using SLA and related materials. 3.4 Issues and Policy Implications This project intersects with the work of other projects or improvement activities. They include the ITS Customer Request Process (CRSP), service level metrics within the ITS Service Management unit, process metrics from ITIL program, Service Catalog, ITS Assessment, Change Management, Budget Advisory Committee (BAC), the Collaboration Tool Project and the Outage Announcement Process. Large questions remain unanswered at the onset of this project that will need to be answered before the deliverables are ready. For example, • Who maintains the OLA template? • Who maintains the SLA template? • Are SLAs viewable externally? • Where do we keep SLAs and OLA internally for reference? • Is it “good enough” to have some services have service levels initially? What is “good enough” • Who will take ownership of the ongoing development of the SLA framework? • How much intent do we have to show to get to an agreed upon SLA? Refer to Appendix B for this project’s Risk and Issue Log. 3.5 Risk Management Plan The largest risk in this project revolves around two concepts; time to deliver an SLA and limited resources to complete the project’s deliverables. Refer to Appendix B for this project’s Risk and Issue Log. UC Santa Cruz Project Charter 8
  • 13. 4 Project Organization and Staffing ROLE NAMES & CONTACT RESPONSIBILITIES TIME INFORMATION Project Sponsor Larry Merkley Has ultimate authority and responsibility for Refer to the project DDSLA_ResReq.doc Approves changes to scope Provides funds for scope changes Approves deliverables Makes user resources available Project Manager Janine Roeth Participates day-to-day in one or more Refer to projects DDSLA_ResReq.doc Approves work products Reports to and receives direction from Sponsor Participates in and approves project plan and deliverables Provides status and progress reviews to the Sponsor Manages project resources Conducts risk management analysis Reviews and approves deliverables Project Team and Ann Berry-Kline SME – Project management Refer to Members Andrea Hesse SME – SLA DDSLA_ResReq.doc Eric Mitchel SME – SLA, Metrics John Hammond SME – OLA Rich Chew SME – OLA Bill Hyder SME – Deploy framework Naomi Gunther SME – (process) Metrics, Assessment Adele Guezron SME – SLA, OLA, Metrics David Turner SME – Assessment Sub teams Team member responsibilities: OLA Assigned full or part time to participate in SLA project team activities Assessment and Metrics Responsible for contributing to overall project objectives and specific team Identify/document SLA framework deliverables Deploy SLA framework Escalates policy issues to project leader for referral to appropriate policy making bodies SMEs – Diversity and complexity of local agreements for SLA and OLA requirements Advisors and SMT Advise on deliverables As needed Resources ITC DLs Deans/POs UC Santa Cruz Project Charter 9
  • 14. UC Santa Cruz Project Charter 10
  • 15. 5 Project Budget Outside of significant staff time from team and sub team members no additional budget has been identified. By and large, this project is developing new processes and templates. It is expected that one outcome from the OLA Discovery work package will be a recommendation for a tool to route internal service and incident/problem requests however no dollar value can be attached to this deliverable at this time. UC Santa Cruz Project Charter 11