IT Services
Service Level Agreement
Identity & Access Management System (AccMan) (IDAM)2 of 11
Contents
1
INTRODUCTION ... 4
1.1 Service Outline ... 4
1.2 Scope of the Agreement ... 4
2
SIGNATORIES ... 5
3
SERVICE CONTACTS ... 6
3.1 IT Services: Service Desk ... 6
3.2 IT Services: Business Account Manager ... 6
3.3 Business Primary Contact ... 6
4
SERVICE DESCRIPTION ... 7
4.1 Escalation ... 7
5
TARGET SERVICE LEVELS ... 8
5.1 Request Fulfilment ... 8
5.2 Incident Management ... 8
6
CUSTOMER RESPONSIBILITIES ... 9
APPENDIX 1: THIRD-PARTY RESPONSIBILITIES ... 10
Copyright 2010-2011. All rights reserved.
All information Copyright University of Salford
Document Control:
Project/Service Name: Identity & Access Management System (AccMan)
Document Number: SLAIDAM
Original Author: John Green
Version Reason for Change Author Date
0.1 First Draft John Green 19/1/11
0.2 Correction to document structure John Green 24/1/11
0.3 Initial service levels added John Green 1/3/11
0.4 Further standard sections added. John Green 24/3/11
Distribution for Approval:
Title Name Signature Date
Distribution for Information:
Department Title Name Date
4 of 11
1
Introduction
1.1 Service Outline
Hosting and support of the user account management tool - AccMan.
AccMan is an administration tool used by ITS and Library Service Desk staff to provision and configure university IT user accounts and various IT resources—for example, printing credit.
1.2 Scope of the Agreement
This agreement covers the key activities that underpin the provision of the Identity & Access Management System (AccMan) service by the IT Services Division.
2
Signatories
Customer Organizations: The Library, IT Services (Service Desk). Provider: IT Services, University of Salford;
Agreement effective from: 4/4/11;
Review Due: 4/4/12 and annually thereafter.
Signed:
_____________________________________________
Name: Date:
(On behalf of the customer)
Signed:
_____________________________________________
Name: Date:
6 of 11
3
Service Contacts
3.1 IT Services: Service Desk
Telephone Number 0161 295 2444
Email Address [email protected]
Emergency Number -
3.2 IT Services: Business Account Manager
Name John Green
Telephone Number 0161 295 3218
Email Address [email protected] Emergency Number
3.3 Business Primary Contact
The Library
Name Satish Patel
Business Title/Role Head of Customer & Learning Services Organizational Unit The Library
Telephone Number x56582
Email Address [email protected]
ITS Service Desk
Name James O’Reilly
Business Title/Role Service Desk Manager Organizational Unit IT Services
Telephone Number x56541
4
Service Description
1 Hosting and maintenance of AccMan application system.
2 Connectivity to ITS infrastructure, as required to extend system access to administrators. 3 Case Handling: Resolution of incidents/problems arising within the AccMan system or ITS
infrastructure dependencies.
4 User administration: Provisioning; granting of access permissions.
Hours of Service in relation to the above:
 ITS endeavour to maintain continuous system availability (except for planned 'down time').  All other aspects (requiring involvement of ITS staff): 0800-1700 on business days.
4.1 Escalation
The escalation route within the IT Services organization, for issues relating to service incidents or service requests, is as follows:
1. Service Desk Manager; 2. Business Account Manager; 3. Head of Service and Support;
8 of 11
5
Target Service Levels
5.1 Request Fulfilment
Service Characteristic Target, Capability or Limitation Initial Response
Per calendar month: % of Standard Service Requests for which an initial response has been received within target timeframe.
95% where:
Initial response target for Priority-1 request = 4 working hours or less;
Initial response target for Priority-2 request = 1 working day or less;
Initial response target for Priority-3 request = 2 working days or less;
Initial response target for Priority-4 request = 3 working days or less;
Initial response target for Priority-5 request = 5 working days or less.
Fulfilment
Per calendar month: % of Standard Service Requests fulfilled within target timeframe.
95% where:
Fulfilment target for Priority-1 request = 4 working hours or less;
Fulfilment target for Priorty-2 request = 1 working day or less; Fulfilment target for Priorty-3 request = 3 working days or less; Fulfilment target for Priority-4 request = 5 working days or less; Fulfilment target for Priority-5 request = 10 working days or less.
5.2 Incident Management
Service Characteristic Target, Capability or Limitation Initial Response
Per calendar month: % of recorded incidents for which an initial response has been received within target timeframe.
95% where:
Initial response target for Severity-1 incident = 1 working hour or less;
Initial response target for Severity-2 incident = 2 working hours or less;
Initial response target for Severity-3 incident = 4 working hours or less;
Initial response target for Severity-4 incident = 1 working day or less;
Initial response target for Severity-5 incident = 2 working days or less.
Resolution
Per calendar month: % of support cases for which a resolution has been received within target
timeframe.
95% where:
Resolution target for Severity-1 incident = 4 working hours or less;
Resolution target for Severity-2 incident = 1 working day or less;
Resolution target for Severity-3 incident = 3 working days or less;
Resolution target for Severity-4 incident = 5 working days or less;
Resolution target for Severity-5 incident = 10 working days or less.
6
Customer Responsibilities
 Accuracy/compliance of operator-entered data.
10 of 11
