This document discusses various aspects of proposing client support solutions, including verifying client needs, managing customer expectations, writing service level agreements (SLAs), and specifying services in SLAs. It emphasizes the importance of thoroughly verifying client needs before and after drafting an SLA to avoid missing key elements. It also stresses monitoring both customer satisfaction and performance over time, as well as revisiting customer expectations and how well their needs are being met with changes in business environments. The document provides details on what an SLA should contain, such as service descriptions, responsibilities of parties, service level targets, and procedures for disputes.

1. Relate to Clients on a business level Proposing Client Support Solutions Proposing Client Support Solutions 1

2. Verify support needs Verificationis a quality assurance technique This is done through the Client Needs Analysis Be thorough with your investigations Do this before and after you draft the SLA, as you may miss things An SLA that has missing key elements would be unworkable in today’s IT environment. Verification is critical Proposing Client Support Solutions 2

3. Customer expectations When providing IT services, customer expectations can be a challenge and difficult to define Perceptions of performance can differ from customer to service provider Customer satisfaction levels can fluctuate Proposing Client Support Solutions 3

4. Customer expectations It is important to monitor both satisfaction and performance carefully:  - Work out what has changed in the way you provide service  - Revisit customer expectations and look at how well they are met Changes in your business environment and that of the customers also needs to be looked at Proposing Client Support Solutions 4

5. Write an SLA A service level agreement (SLA) is a contract that binds a service provider to giving a certain level of service An SLA has the same legal standing as a contract, in that it legally binds two parties An SLA is usually written; however, two organisations could agree verbally about the level of service to be provided Proposing Client Support Solutions 5

6. Why use a written SLA? To clarify expectations: The SLA describes in detail the terms of service and the responsibilities of the customer and service provider To incorporate indicators of quality: This is done by specifying performance indicators and performance targets. To assist communication and prevent disputes: Written documents can still be disputed, but less than verbal agreements. Proposing Client Support Solutions 6

7. What does an SLA contain? The broad structure of an SLA contains (but is not limited to) The name of the service provider, customers, etc The objectives of the service The process of requesting service The service provider’s responsibilities The customer’s responsibilities Service measurements and targets Maintenance and review of the agreement Signatures of the customer and service provider and date Proposing client support solutions 7

8. What does an SLA contain? In general, an SLA should consist of the following: A brief general statement summarizing the services to be provided Definitions of the two parties to the agreement – who is providing the services to whom The duration of the agreement The arrangements for monitoring and review A procedure for settling disputes What resources, information or other help the user may have to provide Contact points for both parties The basis of any charges – what has to be paid and how this is to be paid. Proposing client support solutions 8

9. Specifying the Service Specifications for all types of support services could set out the following: The precise nature of each function or service provided The volumes and quality to be achieved for each of these services Whether optional services are on offer – and, if so, what they are and what they cost What procedure should be followed if it becomes necessary to vary the agreement or specification Where applicable, the response times to be achieved by the provider when receiving requests for assistance Sanctions for non-supply or poor quality. Proposing client support solutions 9

10. Examples of SLAs Look at each of the following sample SLAs to see what they contain: Telstra Bigpond ADSL Broadband Plans http://www.bigpond.com/internet/plans/adsl/plans-and-offers/ Anchor web hosting SLA http://www.anchor.com.au/dedicated-hosting/dedicated-sla.py UC Santacruz ITS Service Management http://its.ucsc.edu/itsm/servicemgmt.php(scroll down to the SLA template) Proposing Client Support Solutions 10