ola its service mgmt operating level agreement
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period of time. Including an Incident of Extensive, Significant,
Moderate or Low impact with Low urgency.
*See Appendix B for BMC ITSM Priority assignment values.
ITS Significant Incidents
A Significant Incident is one that has a major impact on university operations by bringing a
business process to a complete stop or potential stop. Incidents of this nature have a high impact
and urgency value. When it is determined a Critical or High priority incident will not be
resolved within ITS Service targets and a plan for resolution is not know, or business impact is
such that the incident requires significant escalation, the Significant Incident Process should be
invoked.
*See the ITS Service Management Significant Incident Guide for additional information.
Impact
Impact, when used in referencing priority, is a representation of the number of users affected bythe issue. The organization recognizes the following terms and definitions when referencingImpact:
Impact ITS Definition
1-Extensive/Widespread The majority of users of the service are, or have the potential to
be, affected by the issue
2-Significant/Large 25-50% of overall users, or the majority of users in a single
central office are, or have the potential to be affected by the issue.
No workaround is available.
3-Moderate/Limited 25-50% of overall users, or the majority of users in a singlecentral office are, or have the potential to be affected by the issue.
A workaround is available.
4-Minor/Localized Minimal number of users of the service are, or have the
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PRIORITY Service Restoration - Business Hour Procedures
Low 1. The Service Desk must escalate the BMC ITSM incidentto the appropriate Support Group Support Group within4 hours of the Incident detection.
2. The Support Group must take ownership of the BMCITSM incident by placing their name in the Assignee
field within 4 hours of the Incident being escalated.
3. As part of Service Level Management (SLM), if theSupport Group has not responded to the Low incidentwithin 75% of the target timeframe, BMC ITSM will
send notification to the appropriate Assignment based oninformation available in the incident, warning the
timeframe is about to be breeched.
4. If the Support Group has not responded to the Lowincident within 4 hours, BMC ITSM will send
notification to the appropriate Assignment and Process
Manager advising the Service Level for the incident has
been breached.
Service Request - Priority Timeframe and Initial Escalation:
PRIORITY Service Request - Business Hour Procedures
Critical 1. The Service Desk must escalate the BMC ITSM ServiceRequest to the appropriate Support Group SupportGroup within 1 hour of the incident detection.
2. The Support Group must take ownership of the BMCITSM Service Request by placing their name in the
Assignee field within 1 hour of the incident being
escalated.
3. As part of Service Level Management (SLM), if theSupport Group has not responded to the Critical Service
Request within 75% of the target timeframe, BMC
ITSM will send notification to the appropriateAssignment based on information available in the
Service Request, warning the timeframe is about to be
breeched
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PRIORITY Service Request - Business Hour Procedures
High 1. The Service Desk must escalate the BMC ITSMService Request to the appropriate Support GroupSupport Group within 2 hours of the incident
detection.
2. The Support Group must take ownership of theBMC ITSM Service Request by placing their namein the Assignee field within 2 hours of the incident
being escalated.3. As part of Service Level Management (SLM), if the
Support Group has not responded to the HighService Request within 75% of the target timeframe,
BMC ITSM will send notification to the appropriate
Assignment based on information available in theincident, warning the timeframe is about to be
breeched.
4. If the Support Group has not responded to the HighService Request within 2 hours, BMC ITSM willsend notification to the appropriate Assignment and
Process Manager advising the Service Level for the
incident has been breached.
Medium 1. The Service Desk must escalate the BMC ITSM ServiceRequest to the appropriate Support Group Support
Group within 4 hours of the incident detection.
2. The Support Group must take ownership of the BMCITSM Service Request by placing their name in the
Assignee field within 4 hours of the incident beingescalated.
3. As part of Service Level Management (SLM), if theSupport Group has not responded to the Medium Service
Request within 75% of the target timeframe, BMCITSM will send notification to the appropriate
Assignment based on information available in the
incident, warning the timeframe is about to be breeched.
4. If the Support Group has not responded to the MediumService Request within 4 hours, BMC ITSM will send
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Service Request - Status Communication
PRIORITY Service Request - Business Hour Procedures
Critical 1. The Support Group will update initial status in the BMCITSM Service Request within 1 business day and provide
additional updates every 1 business day. It is acceptable
for the Support Group to enter an estimated time of the
next update rather than use the 1 business day expectation.2. If additional information is requested from the Service
Desk, they must respond to the request within 1 businessday.
3. All information and updates must be logged in BMCITSM Work Info.
High 1. The Support Group will update initial status in the BMCITSM Service Request within 2 business days and provideadditional updates every 2 business days. It is acceptable
for the Support Group to enter an estimated time of thenext update rather than use of the 2 business day
expectation.
2. If additional information is requested from the ServiceDesk, they must respond to the request within 2 business
days.
3. All information and updates must be logged in BMCITSM Work Info.
Medium 1. The Support Group will update initial status in the BMCITSM Service Request within 3 business days and provideadditional updates every 3 business days. It is acceptable
for the Support Group to enter an estimated time of the
next update rather than use the 3 business day expectation.
2. If additional information is requested from the ServiceDesk, they must respond to the request within 3 business
days.
3. All information and updates must be logged in BMCITSM Work Info.
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BMC ITSM Incident Resolution
Service Restoration - Resolution
PRIORITY Service Restoration Resolution
Critical 1. Service target for resolution of the BMC ITSM Incidentis within 4 hours.
High 2. Service target for resolution of the BMC ITSM Incidentis within 1 business day.
Medium 3. Service target for resolution of the BMC ITSM Incidentis within 5 business days.
Low 4. Service target for resolution of the BMC ITSM Incidentis within 10 business days.
Service Request Resolution
PRIORITY Service Request - Resolution
Critical 1. Service target for resolution of the BMC ITSM ServiceRequest is within 2 business days.
High 2. Service target for resolution of the BMC ITSM ServiceRequest is within 5 business days.
Medium 3. Service target for resolution of the BMC ITSM ServiceRequest is within 10 business days.
Low 4. Service target for resolution of the BMC ITSM ServiceRequest is within 20 business days.
Infrastructure Event - Resolution
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1. Number of incidents currently open broken down by priority, service and number ofbusiness days open
2.Number of incidents that did not comply with the expectations outlined within this OLA
3. Average response time4. Average resolution times
This agreement remains valid until it is superseded by a revised agreement mutually endorsed by
the signatories below. The agreement will be reviewed annually but can be changed at any timeas agreed upon by both the signatories.
Signatories
This Agreement was approved by the Directors at the MLT meeting held on May 25th, 2007. It is
considered to be effective July 1, 2007. Official verification of approval is contained in the meeting
minutes.
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carry pagers.
OLA002 2.10 Specified 2 under Support Group will provide Operations Nightly
Report ,applies to TIO onlyNovember 6, 2006
OLA002 2.11 Removed the following: Start all Help Desk ticket entries with thedate, time and unique name of the staff person making the entry. 5
under Support Group will because the Lotus Notes system now
automatically includes this information.
November 6, 2006
OLA002 2.12 Added supply all relevant communications under Support Group will
at the request of Tier 2 staff.November 6, 2006
OLA002 2.13 Added the Help Desk ticket is the authoritative source of
information, e-mail notifications i.e., prodnotify and mphdnotify,etc. are in addition to ticket updates.
November 6, 2006
OLA002 2.14 Removed Support Group member uniqname, date and time at the
start of each entry, system now automatically adds this informationto the ticket.
November 6, 2006
OLA002 2.15 Removed Examples of Specific Ticket Content under Appendix A.
Information will be kept up to date in a separate working document.November 6, 2006
OLA002 2.16 Added OCCB to Tier 2 Staff Availability from 7:45am 5:15pm November 6, 2006
OLA002 2.17 Updated table of contents December 4, 2006
OLA002 2.18 Added HD Staff available onsite from 7:45am 5:15pm February 5, 2007
OLA002 2.3 Added priority disputes to be routed to Directors. Also added intoline to #3 Help Desk Will to recognize that sometimes the
communication is completed before the issue goes back to HD.
May 2007
OLA002 2.3 Approved by MLT May 25, 2007
OLA002 2.4 Added after hour procedures June 24, 2007
OLA003 3.0 Priority, Urgency and Impact converted to 4 Tier Model. Updated
all references to tickets to incident.November 17,2007
OLA003 3.1 Added Service Management processes and terminology, including
tool name, MAIS Aid. Updated all references to Help Desk to
The Service Desk.
November 27,2007
OLA004 4.0 Added Service Level Management guidelines for Service Requestsand Infrastructure Events
March 20,2009
OLA004 4.1 Expanded to include Resolution targets. March 23,2009
OLA004 4.2 Updated to reflect ITS org September 8,2009
OLA004 4.3 Reports due on 10th calendar day. Updated After Hours to reflect
Emergency and Critical Service Restorations.September 27,2009
OLA004 4.4 Updated Service Targets to reflect calculation in Business Days October 27,2009
OLA004 4.5 Added targets apply to Production Systems and business hours plustargets for Infrastructure Events when priority is changed.
December 15,2009
OLA004 4.6 Replaced BMC ITSM with ITSM October 27,2009
OLA004 4.7 Replaced Tier One and Tier Two with Service Desk and Support
Groups.January 3, 2011
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Appendix A: BMC ITSM Incident Content Criteria
General Incident Content
The Service Desk Support Group
End user uniqname Summary and notes Complete description of incident Impact and urgency to establish
priority Initial categorization Details of resolution techniques
executed
Results of matching activities Work around put in place (if
available)
Any relevant navigation andnumbers
Brief description of the status andexpected resolution timeframe.
Completed description of theresolution when appropriate
Work around put in place (ifavailable)
Reference Incident Management Process Flow Chart and OLA Specific Incident Content
documents and ITSM scripts for incident requirements and specific information required for eachITS Service.
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Appendix B: Assigning Priority
The following system weight values are used when assigning incident Priority:
Priority Weight RangePriority
From To
Critical 24 35
High 16 23
Medium 10 15
Low 0 9
The following matrix is used when evaluating Priority:
Impact Impact
Weight
Urgency Urgency
Weight
Priority Priority
Weight
1-Extensive/Widespread 9 1-Critical 20 Critical 29
1-Extensive/Widespread 9 2-High 15 Critical 24
1-Extensive/Widespread 9 3-Medium 10 High 19
1-Extensive/Widespread 9 4-Low 0 Low 9
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2-Significant/Large 5 3-Medium 10 Medium 15
2-Significant/Large 5 4-Low 0 Low 5
3-Moderate/Limited 3 1-Critical 20 High 23
3-Moderate/Limited 3 2-High 15 High 18
3-Moderate/Limited 3 3-Medium 10 Medium 13
3-Moderate/Limited 3 4-Low 0 Low 3
4-Minor/Localized 0 1-Critical 20 High 20
4-Minor/Localized 0 2-High 15 Medium 15
4-Minor/Localized 0 3-Medium 10 Medium 10
4-Minor/Localized 0 4-Low 0 Low 0
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Appendix D: Service Level Management Targets
BMCITSMIncidentResponseandResolutionServiceTargetsbyPriorityBMCITSMIncidents
ServiceRestoration ServiceRequest InfrastructureEventCritical High Medium Low Critical High Medium Low Medium(Default)
InitialEscalationtoSupportGroup 10min 20min 2hrs 4hrs 1hr 2hrs 4hrs 1day 2hrs
AssigneeFieldUpdated 10min 20min 2hrs 4hrs 1hr 2hrs 4hrs 1day 2hrs
InitialStatusCommunication 15min 1hr 1day 2days 4hrs 1day 2days 5days 1day
UpdatedStatusCommunication 30min 2hrs 2days 5days 1day 2days 5days 10days 2days
ResolutionTimeframeTarget 4hrs 1day 5days 10days 2days 5days 10days 20days 5daysNotes:
ServiceTargetsnotmetwillgeneratenotificationstotheAssigneeandSupportGroupManagerat75%ofSLMandtotheIncidentandSupportGroupManagerswhenbreached
AllServiceTargetsareforProductionSystemsonly TimesarecalculatedbasedonBusinessDays,MondayFriday7:45am5:15pmonly AdditionalstatusupdateswillbeprovidedunlesspreviousnotationsintheBMCITSMincidentspecifyatimeinwhichtoexpectthenextupdate ServiceLevelTargetscanbeplacedonholdwhennecessarybyusingthePendingStatusasappropriate AllinformationandupdatesmustbeloggedinBMCITSMWorkInfo PrioritychangestoInfrastructureEventsfromtheMediumDefaultwillfollowtheServiceRestorationtargets