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Service Level Agreements (SLAs)
• What metrics are you going to record and why
• How are you going to capture the information
– “We don’t record everything we do
– It takes too long to record
– I finished it weeks ago just hadn’t updated it”

• Agreeing the SLA
• Continuous improvement
• Reporting
Service Levels and Metrics
Measured Monthly and reported to Exec
• Call resolution 80% within target fix time
• Customer Satisfaction 90% meet or exceed
expectations (95% internal target)
• Availability 99.5% on core systems
Campus Services report on first two metrics also
Setting the Priority
(examples)
Impact
Urgency

High

Mid

Low

Organisation / Site
P1 = 1 hour
Telephone system failure
Internet link failure
EBS database failure
Website failure
Mains failure in data centre
P2 = 1 day
AC failure in data centre
Print server issue affecting
printing
Email system failure
Wireless unavailable
P3 = 1 week
EBS issue requiring patch fix
Blackboard issue requiring
patch fix
Voicemail intermittent fault

Building / Department / Classroom

Single user / Item

P2 = 1 day
AV suite not working
Network switch failure
PC failure in office or classroom

P3 = 1 week
User profile issue causing problems
Unable to print
Password reset
Additional storage requested

P3 = 1 week
Projector dim in classroom
Local printer failed
Software deployment to classroom
requested

P4 = 1 month
Additional monitor requested
New PC for staff joining the organisation
Setup new staff account

P4 = 1 month
Macs not working on Wireless at SAH
New software installation request
New AV suite install request

P5 = 3 months
Cable additional network point
Phone or data line installation
Setup a new site/tab and content on
Blackboard
Other HEI
Response vs Fix?

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Service level agreements

  • 1. Service Level Agreements (SLAs) • What metrics are you going to record and why • How are you going to capture the information – “We don’t record everything we do – It takes too long to record – I finished it weeks ago just hadn’t updated it” • Agreeing the SLA • Continuous improvement • Reporting
  • 2. Service Levels and Metrics Measured Monthly and reported to Exec • Call resolution 80% within target fix time • Customer Satisfaction 90% meet or exceed expectations (95% internal target) • Availability 99.5% on core systems Campus Services report on first two metrics also
  • 3. Setting the Priority (examples) Impact Urgency High Mid Low Organisation / Site P1 = 1 hour Telephone system failure Internet link failure EBS database failure Website failure Mains failure in data centre P2 = 1 day AC failure in data centre Print server issue affecting printing Email system failure Wireless unavailable P3 = 1 week EBS issue requiring patch fix Blackboard issue requiring patch fix Voicemail intermittent fault Building / Department / Classroom Single user / Item P2 = 1 day AV suite not working Network switch failure PC failure in office or classroom P3 = 1 week User profile issue causing problems Unable to print Password reset Additional storage requested P3 = 1 week Projector dim in classroom Local printer failed Software deployment to classroom requested P4 = 1 month Additional monitor requested New PC for staff joining the organisation Setup new staff account P4 = 1 month Macs not working on Wireless at SAH New software installation request New AV suite install request P5 = 3 months Cable additional network point Phone or data line installation Setup a new site/tab and content on Blackboard
  • 4.
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  • 7.