Service Support 1st Meeting Patricia Méndez, Mats Moller CERN, 25-Nov-2011

09/11/2010Page 2 Outlook  Welcome to this Service Support meeting, we would like to share with you the following points:  Where we are now  Who is who in the new organization  Any question you have, on demand:  Current SLA document  Future OLA  Raise any topic you want to be discuss

09/11/2010Page 3 Where are we now  Fast answer: IT-DI-SM  The CERN Contract Management part has been moved to IT-DI, in particular to the Service Management Section  Based on the role taken by SNOW at CERN (managed by the Service Management team) and on your work this was the natural placement  This group movement does not affect the work you are performing  We want to ensure close interaction between support lines in the context of the same project

09/11/2010Page 4 Who is who in the new picture Organization  CERN PersonSERCO Person Role  CERN Service Desk ManagerBarbara Brugger Service Manager on DutyDave Underhill (will grow up) Service Management TeamMats Moller, Reinoud Martens, Olaf Van der Vossen Contract ManagerPatricia Méndez Lorenzo (Nicole Cremel as deputy) Contract Operations ManagerCatherine Delamare, Nicole Cremel Service Desk Team LeaderEmilie Kirschner Contract Operations Manager on site Corine Costaz-Cayla Contract ManagerArnaud Laure

09/11/2010Page 5 Service Level Management  SLA status  Already activated in the system  Notifications not activated  Common for all services and changing on the priority base  We would like to keep this schema as much as possible  Applicable to Incidents only (still to decide their implementation for Requests in 2012)  Text under review (details in following slides)  OLA status  Under preparation  UC status  We do not foresee their implementation in the system

09/11/2010Page 6 SLA (1)  The current SLA documents are all previous to the “SNOW era” and to the Service Management project  Different SLA documents for each service block:  Service Desk  Computing hardware repair and spare parts management  Windows, Linux and Mac Support  Mail and Web  Video-conferencing, Audiovisual, Public Information Points and Exhibition Operations  Anti-virus  Printing and Fax  Extensions for Engineering Computing, Finance, Training Centre and Logistics  These documents need to evolve towards the current Service management infrastructure  The current Service catalogue contents and infrastructure have to be reflected inside  We have gained one year of valuable experience to improve and update this documentation towards a more robust service  The documentation has to reflect the current status of the Service Support infrastructure using best practices including Continual Service Improvement also reflected in the SLA

09/11/2010Page 7 SLA (2)  Structure  SLA Document: Main document not intended to include many changes  It is a single document including all previous services compliant with the Service Catalogue SE contents  Technical Annex: It might change depending on the evolution of the services  Complements the previous document, compliant with the Service Catalogue FE contents and includes recipes for the daily work  Statistics Annex  Set of KPIs to be measured through SNOW  What this new SLA document implies  Single and homogeneous document for all services supported by 1 st and 2 nd Level following the new Service Management structure than entered in production on 15 th Feb 2011  Inclusion of the GS services (GS-AIS and 2 nd Level) following the Service Management structure  What this new SLA document does NOT imply  Short term changes in the current Serco team work  We do not foresee new contracts coming up from this new documentation We are working on a new set of SLA documents

09/11/2010Page 8 SLA (3)  Meetings participation  Currently we meet during the bi-monthly SSORM meeting  We need to cope with our and with user’s needs in terms of meetings (meeting review ongoing)  Reports  Operational reports will be available through the SNOW reporting structure  They will be available based on your assignment groups and organization structure in the left hand menu of the SNOW tool  KPIs  Definition of the KPIs ongoing  Homogeneous set of KPIs for all services calculated through SNOW reporting structure:  Ticket capacity, Call capacity and abandoned calls ratio  Service Time, Reaction Time, Resolution Time, Work effort time, on hold time, target resolution, knowledge base usage… We will review and present this new SLA during the Contract Review meeting (possible date 9/12) We want to review

09/11/2010Page 9 Catalogue Overview 8/2011 Service Area Customer Service Service Owner Service Element Customer User 3rd Line Support Group 2nd Line Support Group Functional Service Manager OWH Support Group Functional Element OLA Contracts A OLA OLA Template 1nd Line SERVICE DESK OLA People Service levels Service hours = Schedule SLA(s) Service levels Service hours = Schedule

09/11/2010Page 10 Similar structures for SLA & OLA Service Area Customer Service Service Owner Service Element Customer User 3rd Line Support Group 2nd Line Support Group Functional Service Manager OWH Support Group Functional Element OLA Contracts A OLA OLA Template 1nd Line SERVICE DESK OLA People Service levels Service hours = Schedule SLA(s) Service levels Service hours = Schedule

09/11/2010Page 11 Template OLA per FE Detailed OLA per support group possible Service Area Customer Service Service Owner Service Element Customer User 3rd Line Support Group 2nd Line Support Group Functional Service Manager OWH Support Group Functional Element OLA Contracts A OLA OLA Template 1nd Line SERVICE DESK OLA People Service levels Service hours = Schedule SLA(s) Service levels Service hours = Schedule

09/11/2010Page 12 Contracts in support groups UC implemented like OLA Service Area Customer Service Service Owner Service Element Customer User 3rd Line Support Group 2nd Line Support Group Functional Service Manager OWH Support Group Functional Element UC Contracts A OLA OLA Template 1nd Line SERVICE DESK OLA People Service levels Service hours = Schedule SLA(s) Service levels Service hours = Schedule