1. Module CC3002 Post Implementation Issues Lecture for Week 5 AY 2013 Spring

2. Support Issues What do we need from System Support? IS Support Service: The Help Desk Service Level Agreements Enhancement Request

3. Service Level Agreements Two Way Agreements Between Service Provider And Service Receiver -Czegel, 1999

4. Service Level Agreements Help Desk might have SLA between Between Help Desk (Service Provider) And Group of Customers (Service Receiver) -Czegel, 1999

5. SLA Agreements typically specify – What services the provider provides – What targets it must meet SLA also specifies – Responsibilities of ‘receivers’ using the services

6. SLA What is SLA ? Why do we need to define Service Levels ? What SLA can we make about Support Service?

7. SLA How should we define these Service Levels? How do we use these defined Service Levels ? Should we exclude certain events from our service level monitoring?

8. Why define Service Level? A Written Commitment or Agreement between two parties – The provider – The receiver (recipient)

9. Why define Service Level? Is SLA Legally Binding ? Possibly, between two legal entities (two separate companies) Between departments of same organization (IT and Service)

10. Why define Service Level? SLA is used to: Measure performance Of Service Provider In the Delivery of That Service

11. SLA and Support Plan Assignment asks for Support Plan Broadly similar to idea of SLA

12. SLA and Support Plan Support Plan should define – What the service provider will provide – The targets you plan to meet – Customer responsibilities Targets are defined in Service Levels

13. SL Targets/Measures Targets to measure Help Desk Performance – How well the intended service is being delivered – Success of Support Plan

14. SL for Support Service Support Service Levels may relate to Different Category of Support Issue

15. SL for Support Service Specify how quickly certain things should be done Define how often (as %) done within the specified time

16. SL for Support Service Example target: New User Account Target – New accounts should be set up within 1 working day Service Level Statement – Aim for 90% of Accounts set up within 1 working day

17. Example Targets Priori ty ImpactTarget Response Target Resolutio n 1Critical Component Down15 Mins1 Hr 2Critical Components Degraded45 Mins4 Hrs 3Non Critical Component Failed4 Hrs8 Hrs 4Other Requests/Questions8 Hrs12 Hrs

18. Example Service Measures to be met by Help Desk 95% of Priority 1 calls responded to within target 90% of Priority 1 calls resolved within target 90% of Priority 2,3,4 calls responded within target 85% of Priority 2,3,4 calls resolved within target

19. Example Service Measures to be met by Help Desk 90% of telephone calls answered within 1 minute 2% or fewer calls re-opened within 2 weeks

20. Example Service Measures to be met by Customer 10% or fewer calls of training type category Calls as a result of lack of knowledge/training, not a problem with system itself

21. Service Level Target/LondonMet

22. Service Desk – Opening Hours Specified within Knowledge Base – Gives days and time of availability – Gives method of contact – Gives detail of document (date, author) Allows document to be evaluated

23. Opening Hours

24. User Defined Service Levels Weekly Monthly Quarterly Annual

25. User Defined Service Levels Performance Report might include – Total number of calls – Number of calls by category – Response rate within specified target – Resolution rate within specified target

26. User Defined Service Levels Reports delivered to – Management representative of Service Provider organization – Specified representative in Support Recipient organization

27. User Defined Service Levels Allows both parties to measure the performance of the support service Helps in adjustments to improve service quality (Frequent calls might indicate bugs or training needs)

28. EVERYTHING COVERED ?

29. Coverage In reality, things are more complicated May need to define special exception – Cope with issues outside our immediate control

30. Possible Problems A call has been logged Unable to contact user for further information Meanwhile target resolution time passes Who is responsible?

31. Possible Problems Perhaps put the call ‘on hold’ – Unable to act without further information

32. Possible Problems A call has been logged A bug in third party software is responsible for cause Third party company is taking time to supply the fix Meanwhile target resolution time passed

33. Possible Problems Put call ‘on hold’ while waiting for response Keep users informed of progress

34. Summary – SLA Priority (identify category) Setting targets (response/resolution) Customer responsibilities Exclusions Monitor performance

35. Thanks Y Thank You.