Information Technology Services Core Services SLA

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Information Technology Services

Core Services SLA

This Service Level Agreement defines the levels of service provided by Information

Technology Services to Victoria University of Wellington staff in support of their core

information technology requirements

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ITS – Staff Core Services SLA Page 2 of 13

1. Introduction

1.1 Purpose

The purpose of this Service Level Agreement (SLA) is to define the levels of service provided by Information Technology Services (ITS) to Victoria University of Wellington (VUW) staff in support of their core

information technology requirements. This document:

 Summarises the services as detailed in the ITS Staff Services Catalogue  Describes the ITS service management process

 Defines the service levels and performance measures for each service  Outlines the reporting to be provided.

1.2 Scope

Services detailed within the ITS Staff Services Catalogue are accessible to anyone at Victoria University of Wellington with a ‘Staff’ user account.

This includes:

 Full and part time staff at Victoria University

 Post-graduate by Thesis students given staff accounts by their associated school  Interested parties and visiting contract staff

1.3 ITS Staff Services Catalogue

This SLA should be read in conjunction with the ITS Staff Services Catalogue: http://www.victoria.ac.nz/its/staff-services

The ITS Staff Services Catalogue describes each of the services provided by ITS in detail, how to gain access to each service, the availability of support for the service and any service exclusions that apply.

1.4 Service Relationship

ITS are the in-house information technology service provider for VUW. ITS are committed to delivering high quality technology services that aid our customers in meeting their core business, teaching and learning and research objectives.

To ensure the quality and continuity of service for VUW, ITS underpins their services with specialist support teams and a central point of engagement for all VUW staff, the ITS Service Desk.

To align with the overall strategy of the University and fully engage with our customers ITS has adopted a partnering approach to its customer relationships. This is based on:

 An open and constructive communication style

 A commitment to, and promotion of, a customer service ethos  A proactive and shared approach to problem solving

 Ensuring each partner understands their roles and responsibilities in relation to this agreement.

1.5 ITS Core Business Hours

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2. Services Provided

The following table is the list of services that are under the scope of this SLA. A brief description of the service is also provided. For full details of each of the supported services please refer to the ITS Staff Services Catalogue: http://www.victoria.ac.nz/its/staff-services

Service Description

1. Account Management Account managements provides access to IT services at Victoria University via a ‘staff’ username and password.

2. Advice, Guidance and

Information Staff can request Advice, Guidance and Information on services, applications and initiatives delivered by ITS at Victoria University. 3. AV Services AV Services provide technology and support to aid in the

presentation and communication of relevant content and information for teaching, learning, research and business outcomes.

4. Desktop Hardware and

Software Services ITS Desktop Services at Victoria University offer support, management, implementation and installation of the ITS desktop computing hardware and application environment.

5. Email Services ITS Email Services provide the ability to send and receive written messages, send documents and organise appointments.

6. File Services ITS File Services provide a central file storage (H and M drives) for private and shared files.

7. Image Services ITS Image Services provide professional photographic, video capture and video editing services.

8. Internet Services Internet Services provide high speed internet access for the purpose of teaching, learning, research and work related tasks. 9. IT Procurement Services ITS provides procurement services to manage the purchasing of

all VUW computing equipment and software. 10. Network Services

(including Wireless) Network Services provide fast and secure network connectivity to the VUW network and the Internet. 11. Print Services _{Print Services enable all computers connected to the VUW}

network, including staff laptops connected wirelessly, to print to large multi function devices and small desktop printers.

12. Remote Access Services Remote Access Services provide a range of services that allow secure access to email, file storage and core applications from any computer or mobile device connected to the internet. 13. Telephone Services _{Telephone Services provide administration of landline telephone}

and mobile communication services to meet the business needs of the University.

14. Video Conferencing Video Conferencing Services provide a range of video

conferencing services that support distance communication and collaboration for research, teaching and learning and business customers.

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3. Service Availability & Support

ITS aims to provide a high level of service availability with no planned outages during core university business hours (Monday to Friday – 8.00am – 5.30pm). Most services are available after hours (outside core business hours), however, only a few are supported. The services that are supported after hours are for severity 1- critical calls only (see the Priority Table in section 5 of this document).

The following table outlines availability and support for each service:

Note: Services that are supported after hours are for Severity 1 (critical calls) only (i.e. affecting a large group of staff >50)

3.1 Systems Maintenance

The following events may impact on service availability:

 Planned maintenance windows – ITS is required to update and maintain the technical infrastructure on a regular basis. The agreed change windows for this work are:

 Tuesday and Thursday 5.00am – 7.00am  Sunday 6.00am – 10.00am

 Critical system maintenance – From time to time critical maintenance, such as urgent security patches may need to be performed within business hours which may impact on service availability. Staff will be notified and all attempts will be made to minimise the business impact of the changes.

Service Business Hours After Hours

Available Supported Available Supported

Account Management _ _ _ _

Advice, Guidance and Information _ _ _ _

AV Services _ _ _ _

Desktop Hardware and Software

Services     Email Services _ _ _ _ File Services _ _ _ _ Image Services _ _ _ _ Internet Services _ _ _ _ IT Procurement Services _ _ _ _

Network Services (including

Wireless)    

Print Services _ _ _ _

Remote Access Services _ _ _ _

Telephone Services _ _ _ _

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4. Management of Services

4.1 Overview

All contact with ITS regarding services described in this SLA will be through the ITS Service Desk for incidents and service requests. This is to ensure all issues are logged and can be reported on for performance reporting purposes and the agreed escalation and service levels can be instigated and managed.

4.2 Contact with the ITS Service Desk

Staff can request information or support from ITS via the following methods -  Resolve IT: https://itservice.victoria.ac.nz/infra_prod/infraEnterprise.aspx?LITE

 Phone Internal: Ext 5050  Phone External: 04-463-5050  Email: [email protected]

ITS Service Desk staff are trained in call escalation and resolution processes and are aware of call priorities and key business issues. Please see section 1.4 for ITS staff support hours.

4.3 Request for Service Process

The ITS Service Desk will set the priority level and nature of the call at the time calls are logged.

4.4 Escalation process

Escalation contact details are provided in the table below.

Please ensure your first point of contact is the Client Services Manager.

The second point of contact, should you require further assistance, is the Relationship Services Manager. The final point of contact for any business related requests is the Associate Director of Services & Operations.

Escalation Point Description

Client Services Manager Janet Hunt – Extn 6060

1st point of escalation for incidents related to staff services and service delivery issues

Relationship Services Manager Jonathan Flutey – Extn 5488

2nd point of escalation for incidents related to staff services and service delivery issues

Associate Director of Infrastructure and Services

Peter Borich – Extn 5116

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4.5 Service Management Processes

ITS at Victoria University have implemented ITIL based service management processes to provide and support high quality IT services within the University environment.

To provide a level of IT process standardisation within the University, ITS adheres to the following processes -

4.5.1 Change Management

ITS agrees to use a formalised Change Management process to ensure changes are managed and

controlled via a single point of co-ordination, thus minimising any undue disruption to IT services delivered to the customer.

4.5.2 Problem Management

The ITS Problem Management process provides a proactive, open and constructive method of identifying errors or problems effecting the normal delivery of services within our IT infrastructure while providing workarounds, root cause analysis and documented fixes.

4.5.3 Incident Management

The ITS Incident Management process aims to minimise disruption to the business by restoring service operation to agreed levels as quickly as possible. The Incident Management process monitors the agreed level of service bound to incidents and requests logged via the ITS Service Desk for all supported ITS services. Please refer to section five for documented service levels.

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5. Service Level Response Times

This section describes the priority levels and response times for all calls logged with the ITS Service Desk.

5.1 Priority Levels

Priority Definition

Severity 1 - Critical Problem or outage affecting a large group of customers (>50), business critical functions or essential services

Severity 2 - Urgent Customer cannot perform normal business function due to problem, or customer needs assistance to complete time sensitive task. Severity 3 - High Customer is significantly inconvenienced by an issue but can work

around it until resolved Severity 4 - Service Request Customer requests a service.

5.2 Resolution Time

Resolution time is the time taken from logging a call in the request tracking system, to the restoration of the service.

Note: Where the resolution is dependent on the services of an external provider, ITS will ensure that resolution by an external provider is not unreasonably delayed.

5.3 Service Levels

Core Business Hours - ITS will achieve the following service levels.

Measure Critical Urgent High Service Request

Resolution Time

2 hours 4 hours 3 days 7 days Percentage

met 92% 92% 92% 92%

After Hours - ITS will achieve the following service levels.

Measure Critical Urgent High Service Request

Response Time

1 hour N/A N/A N/A

Resolution

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6. Performance Measures

The following tables outline the performance measures to be achieved by ITS in the delivery of the core services.

Performance Measure Performance Target Quality Standard

Call Management  Less than 5% of total calls are abandoned

 100% of calls logged in the request tracking system

 Calls answered in a polite and helpful manner  Customers updated on

progress of call

Incident Management  First point of contact resolution ≥75%  Agreed service level

response times are met

 Incidents managed in accordance with Section 5 of this document

 Agreed escalation procedures are followed Service Requests

e.g. Desktop installations and relocations

 Agreed service level response time is met (≤ 7 days)

 Or, timeframe agreed with the customer

 Service Requests managed in accordance with Section 5 of this document

 Agreed escalation procedures are followed Maintain SOE

 Deployment of existing Software

 Deployment of new Software

 Standard Service Request timeframes are met (≤ 7 days)

 Up to 3 weeks

 SOE maintained to agreed standard

 Changes to the SOE communicated to VUW staff Service Availability  Email services  File services  Print services  Internet services  Network services (excluding wireless)  99.5% availability with no planned outages during business hours

 All outages are

pre-planned and within agreed change windows or agreed to by interested parties  Systems perform to

agreed standards

Change Management  Changes successfully

implemented ≥ 95%  Changes meet adhere to the formal ITS change management process  Changes impacting

services are appropriately communicated

File Restoration Restoration of files on networked file storage

 Restoration timeframes

agreed with customers  Full file back-up performed once a week  Incremental back-up

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7. Reporting Requirements

The following sections outline the reporting provided as part of the service level agreement. Reports will be provided on a monthly basis.

Performance Measure Reporting Requirement

Call Management Details of call statistics:

 Total number of calls received Incident Management Response time details by priority group:

 Total number of Incidents

 Percentage of incidents resolved within agreed timeframes

 Number and nature of Severity 1 incidents

Service Requests Response times by Service Request:

 Total number of service requests

 % of service requests completed within agreed timeframes

Service Availability Service availability:

 Availability statistics for each of the Email, File, Print , Internet and Network services

Change Management Change management:

 Number and type of change

 Percentage of successful / unsuccessful changes implemented

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8. Signatories

This Service Level Agreement describes the levels of service provided by Information Technology Services to VUW staff.

Both parties agree to the service levels as described in this document.

Signed on behalf of Victoria University of Wellington

________________________________________________

Andrew Simpson – Chief Operating Officer, Vice Chancellors Office

Signed on behalf of Victoria University of Wellington

________________________________________________

Penny Boumelha – Deputy Vice Chancellor Academic, Vice Chancellors Office

Signed on behalf of Information Technology Services

________________________________________________ Stuart Haselden – Director, Information Technology Services

Dated:

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9. Appendix

9.1 Terms and Conditions

ITS core business hours ITS core business hours are:

8:00am- 9:00pm Monday to Thursday 8:00am- 5:30pm Friday

1:00pm- 5:30pm Saturday and Sunday

Core business hours exclude public and VUW holidays observed in Wellington. All services in this catalogue are available and fully supported during core business hours.

Note: The ITS Service Desk is closed between 3.00pm and 4.00pm on Thursdays for staff training requirements.

Duration

The duration of the SLA is for two years and commences on the 1st_{October 2011 and is effective until 30}th

September 2013 Variation

A variation can be requested by either party at any time during the term of the SLA.

A variation requires a minimum of one months advance notification. This is to ensure that the parties have time to prepare and implement the required changes. The variation will take effect on a date mutually agreed by both parties.

A request for variation:

 Will be assessed by each party, with regard to impact, service levels and cost.  If agreed by both parties – will be amended to the SLA and the document re-signed. Management of Third Parties

Unless otherwise stipulated, ITS will facilitate the services of external parties on behalf of customers. Where service levels and/or contractual agreements are in place for services provided by external parties ITS will use best endeavours to meet the service levels defined by this SLA.

Review of Services

A review of SLA services will be conducted on a yearly basis. ITS will instigate the yearly reviews. Reports against SLA will be provided to all heads of school (HOS) within the yearly HOS ITS engagement meetings.

VUW can request a review of services at any other time if it considers that there has been a significant change in the services provided or requested.

Key Contacts

The table below lists the key contacts in relation to this SLA.

Contact Phone Number

VUW – General Staff Andrew Simpson Ext. 5585 VUW – Academic Staff Penny Boumelha Ext. 5093

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9.2 Centrally Delivered Specialist Services

ITS delivers services that have been implemented for a target customer group or to fulfil a specialist need. While not considered staff core services these services still require formalised support from all groups within ITS. To achieve this any service implemented, delivered and supported by ITS will be under scope of the Staff Core Services SLA.

Services included under this scope include:  The Large File Transfer System  Mediasite

 George

 SBS Booking System  Piction

9.3 Definition, Acronyms and Abbreviations

Define all terms, acronyms and abbreviations used in this document.

Official Term Definition

VUW Victoria University of Wellington ITS Information Technology Services SOE Standard Operating Environment

ITIL Information Technology Infrastructure Library SLA Service Level Agreement

CRC Customer Relationship Co-ordinator VPN Virtual Private Network

MS Microsoft

9.4 Related Documents and References

Please refer to the following documents for further information.

Document Name Location

Information Technology Services Core Services SLA