SERVICE LEVEL AGREEMENT 2010/11 For ICT Services

Transcription

Corporate Services
SERVICE LEVEL AGREEMENT 2010/11
For ICT Services
With the Housing and Social Work Service
CONTENTS
1. INTRODUCTION ..................................................................................................................................3
2. CONTACTS AND COMMUNICATIONS...............................................................................................3
2.1
CONTACTING THE ICT SERVICE DESK ..........................................................................................3
2.2
ICT CUSTOMER LIAISON MEETINGS .............................................................................................4
2.3
SLA CONTACTS AND ICT SERVICE ESCALATION CONTACTS ........................................................4
3. THE ICT SERVICE DESK ....................................................................................................................4
3.1
RESOLVING ICT FAULTS (INCIDENTS) ..........................................................................................5
3.2
DEALING WITH ICT SERVICE REQUESTS (CHANGE REQUESTS) .....................................................6
3.3
MANAGING ICT PROBLEMS .........................................................................................................7
3.4
COMPLAINTS, COMMENTS AND COMPLIMENTS .............................................................................8
4. DESKTOP SERVICES .........................................................................................................................9
4.1
NEW STARTS..............................................................................................................................9
4.2
NEW PC’S, LAPTOPS AND OTHER ICT EQUIPMENT.......................................................................9
4.3
REPLACING EXISTING PC’S AND LAPTOPS (CORPORATE PC REPLACEMENT PROGRAMME) .........10
4.4
OFFICE MOVES .........................................................................................................................10
4.5
EQUIPMENT AND MEDIA DISPOSAL ............................................................................................11
4.6
LOSS, DAMAGE AND THEFT .......................................................................................................12
4.7
ICT ASSET RECORDS ...............................................................................................................12
5. SUPPORT FOR OPERATIONAL SYSTEMS .....................................................................................13
5.1
DAY TO DAY RUNNING OF OPERATIONAL SYSTEMS ....................................................................13
5.2
ONLINE ACCESS, BATCH PROCESSING, BACKUPS AND SYSTEMS MAINTENANCE .........................13
5.3
EMAIL ADMINISTRATION AND INTERNET ACCESS MANAGEMENT ..................................................14
5.4
NETWORK SECURITY ................................................................................................................14
5.5
NETWORK ACCESS FROM NON-COUNCIL LOCATIONS/HOME .......................................................15
6. SOFTWARE SOLUTIONS AND SERVICES......................................................................................16
6.1
SOFTWARE CHANGES AND PROJECT MANAGEMENT ...................................................................16
6.2 USER TRAINING ..........................................................................................................................17
6.3
STRATEGY DEVELOPMENT ........................................................................................................17
7. INFORMATION AND RECORDS MANAGEMENT, INFORMATION SECURITY AND DATA
PROTECTION SERVICES .....................................................................................................................18
8. PERFORMANCE MONITORING, SLA REVIEW AND ICT CHARGES..............................................18
8.1
PERFORMANCE MONITORING AND SLA REVIEW .........................................................................18
8.2
ICT CHARGES EXPLAINED ........................................................................................................19
Appendix B: Service Levels for ICT Service Desk Calls ...............................................................................21
Appendix C: List of Supported Systems/Services (Services Catalogue) ....................................................24
Appendix D: PC Cost Calculator Charges ......................................................................................................26
Appendix E: ICT Service Organisation and Function Charts (valid on day of issue) ................................27
Appendix F: ICT Customer Care Guidelines...................................................................................................29
Appendix G: ICT Service Desk Reports ..........................................................................................................31
Glossary .............................................................................................................................................................33
File ref: ICTSlaHSWK2010v2.0.doc
Last saved: 2010-08-02
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Corporate Services
Author:
Hilary Birnie, Service Development Analyst, ICT Service, Corporate Services.
Revision date
Summary of Changes
2009-07-10
2009-09-08
2010-04-15
2010-06-23
2010-08-02
Creation of document.
Amendments to document in response to feedback
Updated for 2010/11
Updated to reflect staffing changes
Updated to reflect team restructure
Distribution
The approved version of this document is distributed to:
Recipient Identification
ICTCLG
Comments
Draft for comment.
Any copy of the document outwith the distribution list above is uncontrolled.
Description
This document contains:
a service level agreement for ICT services with the Housing and Social Work Service
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Service Level Agreement for ICT Services: With the Housing and Social Work Service
1. Introduction
1.1
This Agreement
This Service Level Agreement (SLA) defines the provision of services between the ICT Service
and the Housing and Social Work Service (also referred to as the customer Service). This
Agreement remains valid until superseded by a revised agreement mutually endorsed by both
Services.
1.2
Scope of Agreement
The ICT services covered by this agreement are concerned with the provision and maintenance
of electronic information systems and an ICT infrastructure to support the Service to meet its
business requirements through technology and include: ICT service desk, customer care and
account management, desktop support services, network and systems management, ICT
strategy and business analysis, database management, software solution evaluation and
implementation, software development and support, information security services.
1.3
Customer Service
The ICT Service is committed to providing the highest quality of customer services and
customer care. The content of this Agreement reflects our customer-focused approach. Our
approach to customer care is underlined in our guidelines to ICT staff on appropriate behaviours
and attitudes when dealing with our customers. These guidelines are provided, for information,
in Appendix F.
2. Contacts and Communications
2.1
Contacting the ICT Service Desk
The easiest and best way to contact the ICT Service is via the ICT Service Desk who will deal
with all kinds of enquiries and requests related to ICT equipment, software and services. See
Section 3 of this SLA for more information about the services that the ICT Service Desk
provides.
The ICT Service Desk can be contacted as follows:
Telephone: (01224) 664000
725 4000
Self Service Portal:
Email:
Monday to Thursday, 07:30 to 18:30
Friday, 07:30 to 17:00
Follow the ICT Service Desk quick link on the Arcadia home page.
Email [email protected].
Contacting the ICT Service Desk
What we will do
1. Respond to your contact in a prompt, polite,
and appropriate way.
What we ask you to do
1. Contact us by telephone, ICT Self Service
Portal, email or voicemail and explain your
requirements clearly and politely.
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2.2
ICT Customer Liaison Meetings
The ICT Service arranges regular Customer Liaison Meetings with nominated representatives of
the Service concerned to discuss ICT-related issues, including the operation and review of this
SLA. There are two kinds of liaison meeting:
ICT Operational Liaison: the main purpose of these meetings is to review the operation of ICT
services such as fault call resolution, the performance of ICT systems and this SLA. These
meetings are usually held quarterly and involve middle managers from both Services.
ICT Strategic Liaison: the main purpose is to discuss plans for matching new requirements to
ICT-related solutions. These meetings are usually held twice a year and will involve senior
managers from both Services. The strategic liaison process is still being developed in
conjunction with the Service.
In addition, the ICT Service arranges regular meetings of a cross-Service forum called the ICT
Client Manager Meeting. This forum discusses a wide range of ICT-related issues across the
whole Council. At any one time, a number of Project-based groups and associated meeting
arrangements will also be in place.
ICT Customer Liaison Meetings
What we will do
1. Arrange ICT Customer Liaison meetings.
2. Nominate appropriate ICT Service attendees.
3. Conduct meetings in a polite and responsible
way.
4. Take records of the meetings and follow up
agreed actions.
1. Nominate one or more ICT Client Managers as
a key Service contact with the ICT Service.
2. Nominate appropriate Service attendees for
ICT Operational, ICT Strategic and ICT Client
Manager Meetings.
3. Discuss issues at meetings in a polite and
responsible way.
4. Cooperate with agreed follow-up actions.
2.3
SLA Contacts and ICT Service Escalation Contacts
See Appendix A for a list of ICT Service and customer Service contacts responsible for this
SLA. Appendix A also contains a list of ICT Service Contacts who will be pleased to discuss
any aspect of ICT services and provide a route to escalate complaints, concerns or problems
with ICT services. Functional and organisation structure charts for the ICT service are provided
in Appendix E.
The ICT Service acknowledges that some Services have Information Systems development
teams and that there will be instances where customers will be redirected to the appropriate
service specific support team.
3. The ICT Service Desk
The ICT Service Desk is the point of contact for all ICT-related service calls (see Section 2.1
for contact details). Service calls typically relate to faults or requests for changes to the
supported ICT environment. The ICT Service Desk also deals with all kinds of enquiries and
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comments. The ICT Service Desk uses a call logging and contact management system called
Assyst to record and administer all calls.
The ICT Service Desk provides support for all
hardware and software systems bought or used by Aberdeenshire Council in line with the
Council’s ICT Asset Management Policy. In many situations, the ICT Service provides support
in conjunction with the supplier of the system or an external 3rd party contracted to provide
support services.
The ICT systems and services particularly relevant to this SLA are listed in Appendix C.
3.1
Resolving ICT Faults (Incidents)
An ICT fault occurs when hardware or software that was previously working satisfactorily no
longer does so. When the ICT Service is alerted to a fault it is recorded and managed as an
“incident”. We make every effort possible to resolve incident calls immediately, at first point of
contact. The service level targets for incidents are shown in Appendix B.
Each incident call to the ICT Service Desk is allocated a unique call number. Calls can be
made by telephone, by accessing the ICT Self Service Portal, by email or by leaving a
voicemail. The ICT Service provides a Self Service Portal where users can log their
incidents/requests, view the progress of their call, request updates and close the call if they no
longer require it. The ICT Service monitors the progress of incident calls, and will escalate their
resolution, as necessary, with the appropriate ICT Team Leaders and Managers.
For calls that are urgent, customers are advised to contact the ICT Service Desk by telephone
in order that their call can be discussed in full at first point of contact. Calls received by email
and voicemail are placed in a queue and then logged by the ICT Service Desk. The service
level agreement for calls logged by email and voicemail does not start until the call is logged on
the Service Desk.
By default, the ICT Service Desk will log all incidents at a “Standard” service level. There may
be the requirement for an incident to be re-classified to either “High” or “Critical” priority” (see
Appendix B for a definition of Critical, High and Standard priority levels). This change normally
happens when the extent of the impact on the Council’s business has changed or has been
communicated by the Service concerned. This judgement will be made based on the details
(and updates) contained in both the original incident and new incidents being logged regarding
same issue. The change of priority is performed by the duty Incident Manager who coordinates
the management of incident calls being handled by the ICT Service Desk. The Incident
Manager may, at any time, be contacted through the ICT Service Desk.
If the ICT Service cannot contact the customer to get further details or confirm that the customer
is satisfied, the Incident Manager will re-assess the situation. An email will be sent to the
customer informing them of any decision taken in respect of their call.
Where an incident is resolved but there is an underlying problem a new call is opened and
classified as a problem. These are then dealt with through the Problem Management process
(see Section 3.3 below).
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Resolving ICT Faults
What we will do
1. Answer ICT Service Desk calls between 07:30
and 18:30 Monday to Thursday and until
17:00hrs on Fridays. At busy times calls are
queued and answered in rotation.
2. We will make every effort possible to resolve
incident calls immediately, at first point of
contact, or within the service level targets
shown in Appendix B.
3. Where necessary, arrange with you a mutually
convenient time to investigate and resolve the
incident.
3.2
1. Make basic checks to identify the extent of the
incident before contacting the ICT Service
Desk.
2. Be available or contactable, to enable the ICT
Service to investigate and resolve the incident.
3. Assist the ICT Service employee dealing with
your call if the resolution involves a remote
connection, a telephone call or a visit.
4. Retain as a reference during all contacts, the
unique call number assigned to your incident.
Dealing with ICT Service Requests (Change Requests)
The ICT Service Desk deals with all kinds of requests from computer users (or their
management representatives) for a change to their existing ICT environment. This might
involve new hardware or software or changes to existing computer systems (amongst a range of
other things that it is not possible to exactly pre-define). The term “requests” also includes
requests for information, or advice, or to obtain access to an existing ICT Service. When the
ICT Service receive requests for information and advice they are recorded and managed as a
“change request” on the ICT Service Desk system. We encourage our customers to use the
online Service Request forms accessible through the Self Service Portal.
It is very important that change requests are managed effectively. Poor management of
changes to the operational ICT environment invariably results in faults occurring and incidents
to be resolved being generated. Therefore, the ICT Service applies standardised procedures
and processes for efficient and prompt handling of all changes, ensuring that the impact of
change-related incidents are kept to a minimum.
When we log a change request it is categorised in one of a number of ways (see table below,
and Appendix B for more detail) to help ensure that the call is handled appropriately and at the
required service level. Many calls will be logged using the Standard service level category.
However, after further discussion with the customer it may be that the service level category
changes to become Significant, Project or Scheduled Work.
Change Category
Description
Emergency
A change must be implemented as soon as possible.
Standard
A pre-defined change that has a process or procedure behind it
Significant
The change may cause significant impact to the Council’s business.
Retrospective
This is used when logging a change that has already happened.
Project
This is used when handling a larger piece of work.
Work Scheduled
This is used when a change has no pre-defined service level as the work has been
scheduled in agreement with the customer.
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The service level targets for change requests with a full description of the change categories are
Each request call to the ICT Service Desk is allocated a unique call number. Calls can be made
by telephone, by following the ICT Self Service Portal from the Arcadia Home Page, by email or
by leaving a voicemail. The ICT Service provides a facility through the Self Service Portal
where customers can monitor the progress and ask for an update for their request. The ICT
Service monitors the progress of request calls, and will escalate their resolution, as necessary,
with the appropriate ICT Team Leaders and Managers.
Dealing with ICT Requests
What we will do
1. Answer ICT Service Desk calls between 07:30
and 18:30 Monday to Thursday and until
17:00hrs on Fridays. At busy times calls are
queued and answered in rotation.
1. Ensure you provide sufficient detail to define
the scope and nature of your request before
contacting the ICT Service Desk.
2. Although most change requests cannot be
dealt with immediately, we will make every
effort to resolve calls at first point of contact, if
that is possible. Otherwise, we aim to resolve
change requests within the service level targets
3. Assist the ICT Service employee dealing with
your call if the resolution involves a remote
connection, a telephone call or a visit.
3. Where necessary, arrange with you a mutually
convenient time to investigate and resolve the
change request.
3.3
2. Be available or contactable, to enable the ICT
Service to investigate and resolve the incident.
4. Retain as a reference during all contacts, the
unique call number assigned to your incident.
Managing ICT Problems
The ICT Service is committed to achieving solutions to underlying problems in the supported
ICT environment. Problems may be identified because of a single significant incident, or a fault
keeps recurring or a permanent and effective resolution to a fault cannot be immediately found.
Often, temporary “workarounds” are put in place and these serve to flag up that there is a
“known error” and an underlying problem to be resolved.
The ICT Service aims to minimise the adverse impact of incidents and problems on the
Council’s business that are caused by errors within the ICT Infrastructure, and to prevent
recurrence of incidents related to these errors. In order to achieve this goal, the ICT Service
makes every effort to get to the root cause of faults and then initiate actions to improve or
correct the situation for the future.
When problems are identified, they are logged on the ICT Service Desk system as such and
allocated a unique call number. The ICT Service identifies a role of Problem Manager and this
individual works with ICT teams to investigate and resolve problems. A report detailing the
problems that are being dealt with is provided to ICT Managers and the ICT Head of Service on
a weekly basis for their consideration, and to escalate any further remedial actions.
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Managing ICT Problems
What we will do
1. Identify and log recurring faults, known errors
and underlying problems in the supported ICT
environment.
1. Cooperate with all reasonable requests for
access and other arrangements concerned with
resolving ICT problems.
2. Manage identified problems to achieve
permanent and effective resolution if at all
possible.
3. Escalate a list of problems being managed to
the ICT Management Team on a weekly basis.
4. Learn from problem resolution in order to avoid
replicating the same or similar errors.
3.4
Complaints, Comments and Compliments
The ICT Service wants to make sure that all its services are easy to use and effective and that
the people who work for us are polite and helpful. If customers have anything to tell us, whether
it is good or bad, we really want to hear from them.
Complaints can be communicated to any member of the ICT Service who is expected to ensure
that it is logged and dealt with appropriately. However, we advise customers to contact the ICT
Service Desk to ensure that the complaint is properly logged and dealt with. If the complaint
concerns the ICT Service Desk, the complaint may be escalated to one of the ICT Escalation
Contacts listed in Appendix A to this Agreement.
You can also contact the ICT Service Desk if you'd like to compliment the ICT Service on things
we're doing well, or if you want to suggest how we can do things better.
The ICT Service regularly seeks feedback from customers in the form of online surveys. All
feedback received is reviewed in order that we may continue to improve the service we offer to
our customers.
Complaints, Comments and Compliments
What we will do
1. Respond politely to your complaint
comments.
2. Log your complaint or comment.
or 1. Contact us in person, by telephone, Arcadia or
email and explain your complaint or comment
clearly and politely.
3. Investigate all complaints and comments.
2. Complete the online feedback surveys.
4. Aim to correct any failures and prevent their
recurrence.
5. Inform the ICT Management Team.
6. Seek feedback from users on service provision.
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4. Desktop Services
The ICT Service supports its customers to procure, install, move, replace and dispose of ICT
equipment at the individual “user desktop” level and also in ensuring that new members of staff
can use the ICT facilities required for their post. In line with the Council’s ICT Asset
Management Policy, the ICT Service takes specific responsibility for the procurement and
installation of all ICT hardware and software. This involves ensuring that any items being
requested meet the Council’s corporate and technical standards.
4.1
New Starts
Where a Service employs a new member of staff (a “new start”) who requires ICT facilities, we
ask the customer (typically the line manager) to raise an on-line Service Request using the ICT
Self Service Portal. Further communication between the customer Service and the ICT Service
may typically take place to confirm requirements.
If new ICT equipment is required – for example when the new start is appointed to a new post the ICT Service will ask the customer to confirm available budget for the lease or purchase of
the equipment (see section 8.2). In the case of a new PC or laptop the ICT Service will arrange
for transfer of budget to meet the costs.
Once the ICT facilities are ready, we will agree an installation date with the customer. The ICT
Service undertakes to provide the new start with the ICT facilities they require to do their job by
the end of their first day in employment, whenever possible.
New Starts
What we will do
1. Respond to new start requests in a timely and 1. Request the service at the earliest opportunity
to allow realistic scheduling.
helpful manner.
2. Seek to understand your full requirements.
2. Make the requests clear and complete to avoid
delays whilst clarification is sought.
3. When new equipment and software are
required, arrange for a budget transfer (see the 3. Use the online Service Request facility in
"PC Cost Calculator” referred to in Section
Arcadia for all requests.
8.2).
4. Ensure the required budget is available for all
associated new equipment.
4. Re-configure existing ICT equipment or install
new equipment to an agreed schedule.
5. As necessary, complete a "PC Cost Calculator"
form for new PC’s and laptops.
5. Whenever possible, we will ensure that the ICT
facilities required to do the job are available to
6. Agree an installation or re-configuration date
the new start on the first day of their
for the ICT equipment.
employment.
4.2
New PC’s, Laptops and Other ICT Equipment
Where new ICT equipment (PC’s, laptops, Blackberry devices, scanners, printers, etc) is
required, the customer is asked to raise an on-line Service Request in Assyst with sufficient
initial detail to enable the ICT Service to understand the request and to propose an appropriate
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technical solution (or options) with estimated costs. Further communication between the
customer and the ICT Service may typically take place to confirm requirements.
Once a specification and appropriate technical solution is agreed, the customer is asked to raise
an order for the item using the Council’s “i-procurement” system. Once the order is approved by
the customer budget holder the order is sent to the ICT Service for approval and then
processed. The invoice will be sent to the purchasing Service for payment.
Once the items are delivered, an installation schedule will be agreed. Note that most items will
be delivered to the ICT Service for asset marking prior to installation.
New PC’s, Laptops and Other ICT Equipment
What we will do
1. Respond to new ICT equipment requests in a 1. Request the service at the earliest opportunity
timely and helpful manner.
to allow realistic scheduling.
2. Seek to understand your requirement and 2. Make the requests clear and complete to avoid
provide a fully costed proposal.
3. Where other work is required, including cabling, 3. Use the online Service Request facility in
the relevant ICT team who will check that the
necessary infrastructure is in place and will
4. Be aware that all requests should be in line
advise on what may require to be done.
with corporate and Service ICT strategies
4. Install the equipment to an agreed schedule.
5. Be aware that the Service ICT Client Liaison
Manager is responsible for approving Service
requests.
6. Ensure that the required budget is available.
7. Raise an appropriate purchase order and pay
the subsequent invoice.
8. Agree an
equipment.
4.3
installation
schedule
for
the
Replacing Existing PC’s and Laptops (Corporate PC Replacement Programme)
Most PCs and laptops used in Council offices are on a Corporate PC replacement programme
and replaced by the ICT Service on a scheduled basis (currently, every 4 years).
Replace Existing PCs and Laptops
What we will do
1. Liaise with the Service and the specific
equipment users concerned to ensure that
replacement plans and any special
requirements are understood and agreed.
2. Replace the equipment to an agreed schedule
and with the minimum of disruption.
4.4
1. Cascade information about equipment
replacement plans to Service employees as
appropriate.
2. Cooperate with all reasonable requests for
access and other arrangements concerned with
the equipment replacement process.
Office Moves
The ICT Service assists its customers to make “office moves”, ensuring that access to ICT
systems and facilities is transferred to the new location with the minimum of disruption. It is
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always best to provide as much prior notification of office moves as possible and customers are
asked to contact the ICT Service about a proposed move as soon as possible to ensure that
sufficient resources are available when required and that the new workplace has the required
ICT infrastructure.
During the move operation itself, the ICT Service will disconnect and reconnect PC’s and other
ICT equipment used by individual employees but is not responsible for physically moving the
items. Our Service customers are advised to liaise with the Property Service and the Council’s
Health and Safety Service to ensure effective co-ordination of the work involved in office moves
and to arrange uplift and carrier services.
Office Moves
What we will do
1. Respond to “office move” requests in a timely
and helpful manner.
2. Review ICT infrastructure requirements and
identify any required changes at the new
workplace site, e.g. new cabling, power etc.
3. To an agreed schedule, disconnect and
reconnect customer PC’s and associated ICT
peripheral equipment.
1. Request the “office move” service at the
earliest
opportunity
to
allow
realistic
scheduling.
delays whilst clarification is obtained and site
surveys are undertaken.
3. Use the online Service Request facility in
Arcadia for all “office move” requests.
4. Contact Property and Health and Safety to
agree all aspects of the move.
5. Agree an ICT-related schedule and work plan
for the move.
4.5
Equipment and Media Disposal
The ICT Service will arrange to dispose of redundant ICT equipment and media in compliance
with Council policy and relevant environmental protection legislation. Services should not
attempt to remove or dispose of any unwanted ICT equipment themselves.
The ICT Service Desk will respond to requests to remove redundant equipment, and will
arrange a mutually convenient time with the Service when this can be done. The ICT Service
will update the ICT asset register and software licence records as required.
All electronic storage systems are an ICT asset of the Council. In addition to potentially having
a financial value to the Council they may contain sensitive Council information that is retrievable
after normal deletion of data. Note that this includes CDs, DVDs, Floppy Disks, Zip Disks,
Tapes (Video, Audio, Data), USB flash drives and other electronic storage devices such as
external hard drives and memory cards. In these cases, the ICT Service undertakes to manage
the secure destruction of data and associated disposal or re-use of the equipment.
What we will do
1. Respond to equipment and media disposal
requests in a timely and helpful manner.
1. Request the disposal service at the earliest
opportunity to allow realistic scheduling.
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What we will do
2. Arrange a mutually convenient time for decommissioning and disposal.
3. Provide an estimate of any costs involved, e.g.
uplift, carriage, external environmental disposal
service.
4. Arrange environmental disposal services as
required and manage any associated secure
destruction of data.
2. Use the online Service Request facility in
Arcadia for all requests and complete the
associated ICT Equipment Disposal Form
when requested.
3. Provide a financial code for any disposal costs
incurred.
5. Update the Council’s ICT asset register.
4.6
Loss, Damage and Theft
The ICT Service will assist its customers to deal with situations where ICT equipment has been
lost, damaged or stolen.
A call should be logged with the ICT Service Desk providing as much detail as possible of the
equipment concerned, i.e. Service, location, asset number, manufacturer, model and serial
number, installed software. The call will be assigned to the relevant ICT Service Team to coordinate replacement or repair, as required. The ICT Service will update the ICT asset register
and software licence records.
Loss, Damage and Theft
What we will do
1. Respond to equipment loss, damage and theft
notifications and any associated replacement
requests in a timely and helpful manner.
2. Arrange repair or replacement as appropriate.
3. Update the Council’s ICT asset register.
1. Report loss, damage and theft of ICT
equipment by contacting the ICT Service Desk
as soon as possible after the event.
2. Provide as much detail as possible of the
equipment concerned.
3. Identify any requirements for replacement
equipment and provide a financial code for the
procurement.
4.7
ICT Asset Records
The ICT Service maintains an accurate record of the council’s ICT assets (hardware and
software) in the ICT Service Desk “Assyst” system. Good ICT asset records are essential, not
only to comply with the Council’s Financial Regulations but also to assist with providing support
for ICT hardware and software items. The ICT Asset Administrator is responsible for keeping
the appropriate records up to date. The ICT asset administration service relies on our Service
customers following the Council’s ICT Asset Management Policy for the acquisition, movement
and disposal of ICT hardware and software.
The ICT Service uses special monitoring tools to identify software being used on PC’s linked to
the Council’s network and can match this against the record of licences purchased. To ensure
that the Council complies with software copyright legislation, unlicensed software must be
removed or a licence purchased. The ICT Service is a member of the Federation Against
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Software Theft (FAST) and undertakes to hold software licences and to maintain software
license records in the ICT Assets Register.
Reports listing the ICT assets used by Services are available on request from the ICT Service
Desk.
ICT Asset Register
What we will do
1. Maintain an accurate record of the Council’s
ICT assets.
2. Provide asset reports on request.
1. Cooperate with the ICT service in complying
with the Council’s Financial Regulations and
ICT Asset Management Policy for the
acquisition, movement and disposal of ICT
hardware and software.
5. Support for Operational Systems
5.1
Day to Day Running of Operational Systems
The ICT Service designs, implements and maintains an ICT infrastructure that supports the
Council’s corporate systems such as email and the individual “business systems” for each
Service. The main elements of the ICT infrastructure are data networks and server computers
that provide the basis for software applications and their related databases to “run” or operate
on a day to day basis. All the main operational server computers (currently over 200) operate
from a twin data centre setup at Woodhill House.
The ICT systems and services particularly relevant to this SLA are listed in Appendix C.
5.2
Online Access, Batch Processing, Backups and Systems Maintenance
The Council’s electronic information processing systems are normally operational and can be
accessed online at all times outside their “backup window” time slots. The ICT Service arranges
for backup copies of data to be taken on a daily basis and for those backups to be transferred to
a backup library at the Council’s Viewmount office in Stonehaven.
During the backup process, normal online access and “batch” data processing operations are
generally not available. The times when backups are taken (the so-called “backup window”) are
shown below for the two main types of server environments in operation within the Council
Backup: UNIX-based Server Systems
Day of week
Tue – Fri
Saturday
Backup Window
00:00-06:00hrs for daily back ups
00:00-08:00hrs for weekly back ups
19:00–07:00hrs for monthly back ups
Page 13/34
Backup: Other Server Systems, e.g. Windows Server based
Note: these backups do not always prevent data processing.
Day of week
Mon – Fri
Saturday
Backup Window
20:00–04:00hrs
00:00-08:00hrs for weekly back ups
19:00–07:00hrs for monthly back ups
Essential Maintenance Time slots
Service
Day
General Maintenance
Wednesday
External Internet Provider
Tuesday
Time
18:00hs – 20:00hrs
08:00hrs – 09:00hrs
The ICT System Status link on the home page of Arcadia provides information about planned
maintenance work. Except in emergencies, the ICT Service will consult and agree on planned
“downtime” for operational systems.
5.3
Email Administration and Internet Access Management
The ICT Service administers the Council’s email system, including:
Adding and removing mail accounts.
Managing mail groups and access control.
Managing the filters for unwanted mail (“spam”).
Managing email archives.
Corporate guidance for working with email efficiently along with advice on handling unwanted
mail messages is provided on Arcadia. In the interests of good management and efficiency, our
Service customers are requested to ensure that their employees are aware of the guidance,
understand it and to take appropriate action when it is not adhered to.
The ICT Service also administers the Council’s Internet Access systems and uses web filtering
software (currently WebMarshal) to manage access to web sites through the corporate ISP
(Internet Service Provider - currently Super-Janet, the higher education network provider). The
software categorises web sites, and enable access control to be better managed. On behalf of
the corporate Information Security Management Group, the ICT Service assists with
implementing the following controls:
General web filtering software settings
Guidelines for exemptions (site / group / person)
Enabling group and specific exemptions within guidelines
Contact the ICT Service Desk for all issues related to Email Administration and Internet Access.
5.4
Network Security
The ICT Service is responsible for the technical elements of ICT security, including:
Maintenance of anti-virus and other security software on server computers, PCs, the data
network and network gateways to the Internet.
Page 14/34
Administration of network user access control, e.g. Active Directory.
Investigation of ICT-related security concerns and breaches.
Network Security
What we will do
1. Anti-virus software virus definition files on PCs
will be updated within 24 hours of receipt.
2. New network access user accounts for
employees will be handled through the New
Starts process (see Section 4.1).
3. Redundant network access user accounts will
be disabled and access will be provided to
Service line managers to facilitate clearance of
messages and files on the redundant accounts.
4. Reported security incidents will be logged and
investigated promptly (see also Section 7).
5.5
1. Contact the ICT Service Desk to request
network access accounts for new users
avoiding at all costs the re-use of a
predecessor’s account.
2. Notify the ICT Service Desk promptly when
someone leaves, so that proper security
controls can be applied to user access
accounts.
3. Report all information security incidents (for
example, possible data access breaches,
threats, weaknesses or errors) to the ICT
Service desk for investigation.
Network Access from Non-Council Locations/Home
The ICT Service fully supports the operation of council computers, printers and software, and
secure network connections (Virtual Private Network - VPN) provided by the Council and set up
by the ICT Service for the use of Council employees at their home or other non-Council
locations.
Where a Council computer is used as above for approved VPN access to Council information
systems but a non-Council (e.g. personal) wireless router and ISP connection to the Internet is
used, the ICT Service will provide support for the connection on a “best endeavours” and
advisory basis only.
Where non-Council equipment and a non-Council connection is used for approved VPN access
to Council information systems, the ICT Service can only provide limited support for the
connection on an advisory basis.
Network Access from Non-Council Locations/Home
What we will do
1. Fully support Council equipment and Council1. Coordinate the approval and planning for all
provided connections from home and other
requests (individual or groups)for network
non-Council locations.
access from non-Council locations/home
through your ICT Client Manager.
2. Provide a “best endeavours” and advisory
service for the approved use of Council
2. Contact the ICT Service Desk with all
equipment with non-Council data connections.
enquiries, requests and faults associated with
network access from non-Council
3. Provide an advisory service for the approved
locations/home.
use of non-Council equipment with non-Council
data connections
3. Comply with Council Policies for Flexible
Working/Teleworking and Information Security.
Page 15/34
6. Software Solutions and Services
The ICT Service supports the implementation and enhancement of the Council’s “business”
software systems. The ICT Service also assists with the development of ICT strategies,
providing internal consultancy, analysis of requirements, specification and commissioning of
solutions, project management and post-implementation review.
These activities are characterised by the following:
Undertaken by ICT staff who typically have a close understanding and knowledge of the
Service “business areas”.
Carried out in accordance with an appropriate application of best practice project
management standards (e.g.PRINCE2)
Prioritised according to their relative importance, balancing both individual Service and
corporate requirements (the ICT Service is developing a Corporate Change Advisory Board
function at Council Management Team level to assist with confirming priorities).
Putting in place a software-based solution typically involves the evaluation of packaged software
and new technologies against business requirements, leading to procurement support,
customisation, testing, implementation and an agreed level of ongoing support. This often also
includes the configuration and management of associated database systems (e.g. based on
Oracle and MS SQL Server) to ensure required availability and performance.
6.1
Software Changes and Project Management
In many situations, the ICT Service provides support for software and software changes in
conjunction with the supplier of the system or an external 3rd party contracted to provide support
services. Although externally sourced software packages are extensively used, the ICT Service
develops software for a variety of purposes, including system interfaces.
Software Solutions and Services – Software Change Requests
What we will do
1. Respond to software change requests in a 1. Request enhancements and other changes to
systems at the earliest opportunity to allow
timely and helpful manner.
realistic scheduling.
2. Seek to understand your requirement and
agree a proposed solution with you.
3. Liaise with the external software supplier or
support organisation, as necessary, for 3. Use the online Service Request facility in
technical advice or to commission customised
development work.
4. Agree a schedule and work plan for the
4. Test and implement the agreed software
implementation of changes and cooperate with
all reasonable requests for assistance with
change to an agreed schedule.
setup and testing etc.
The ICT Service provides project management skills, in association with business and systems
analysis skills, to assist Services to implement their software and technology solutions.
Typically, project management techniques are best applied to initiatives that involve significant
cost and/or resource input and where there are significant business risks to be managed.
Page 16/34
These criteria will be discussed with the Service(s) concerned before an agreement is reached
on the level of project management and project organisation that is appropriate.
Software Solutions and Services – Project Management
What we will do
1. Agree the project scope and requirements.
1. Apply appropriate quality standards (typically
based on PRINCE2) to all tasks undertaken.
2. Agree to manage the project through a Project
Board, or similar, chaired by a senior customer
2. Acquire a proper understanding of the project
brief.
Service representative.
3. Estimate costs, timescales and resource
requirements for a successful project.
3. Provide appropriate staff resources to join the
Project Board and Project Team.
4. Ensure that realistic project and quality plans
are prepared.
4. Provide funding, as required and agreed, for
externally sourced hardware and software to
support the agreed solution.
5. Monitor costs, timescales and resources used,
and take appropriate action.
6. Gain agreement for revisions to the project
from the Project Sponsor/Board.
7. Produce appropriate documentation to support
all project processes.
8. Ensure that projects are reviewed so that
lessons can be learned.
5. Agree a schedule and work plan for the project
and cooperate with all reasonable requests to
assist with project activities, principally
involving agreeing requirements and system
testing.
6. Agree on “Project Success” factors to be
measured at the conclusion of the project.
9. Use a “Project Success” indicator to measure
how well the project has met its objectives.
6.2
User Training
The ICT Service works with its Service customers and the Council’s Human Resources Service
Development and Training function to devise and agree appropriate training for software
systems. The ICT Service does not typically provide user training in respect of the software
systems it implements or supports.
6.3
Strategy Development
The ICT Service is responsible for leading the development of the Council’s “Strategy for
Exploiting ICT” and the development of the Council’s “ICT Technical Strategy”. The Strategy for
Exploiting ICT demonstrates how ICT can support the key business priorities of the Council and
the ICT Technical Strategy lays out the technological structure required to support the business
strategy. This is done in conjunction with Services and the Council’s Strategic Management
Team to ensure a joined up approach and best use of resources.
As part of the further development of the strategic liaison process (see Section 2.2) the ICT
Service will work with Services to build individual Service ICT strategies in line with the
Council’s Strategy for Exploiting ICT.
Page 17/34
7. Information and Records Management, Information Security and Data
Protection Services
The ICT Service provides Information and Records Management, Information Security and Data
Protection services as follows:
Policy development and review
Advice and consultancy
Monitoring and investigation of policy and legal compliance
Manage Data Protection Registration and Subject Access Requests
Promotion and awareness raising of Records Management, Information Security and
Data Protection
Support for implementation of Electronic Document and Records Management System
Information and Records Management, Information Security and Data Protection Services
What we will do
1. Provide guidance on Information and Records 1. Ensure that your employees are aware of the
Management, Information Security and Data
policies and codes of practice.
Protection.
2. Follow the guidance given in the policies
2. Provide relevant policies and codes of practice
3. Actively promote the work of the ISMG and
for Information and Records Management,
RMG
Information Security and Data Protection.
4. Ensure all your projects include a risk
3. Assist with authorised monitoring and
assessment.
investigation of the use of Council facilities.
4. Chair
the
Information
and
Security
Management Group (ISMG) and Records
Management Group (RMG).
5. Work with Services to minimise any risks.
Contact the Information and Records Manager for all issues related to Information and Records
Management and the ICT Service Desk for all issues related to Information Security and Data
Protection (latest contact details in the Arcadia Phone Directory).
8. Performance Monitoring, SLA Review and ICT Charges
8.1
Performance Monitoring and SLA Review
The ICT Service will report on Service-specific performance related to this SLA on a quarterly
basis. As a minimum, performance reports will reflect the performance indicators (PI’s) that the
ICT Service reports to the Council’s Policy and Resources Committee as follows:
% level of customer satisfaction with ICT services
% of customers satisfied or very satisfied with the New Starts service
Page 18/34
% of ICT Service Desk calls when a service is restored within the timescale agreed
% level of project success evaluations
% availability of 10 key application services against their agreed service times (in
progress)
See Appendix G for a list of standard reports available from the ICT Service Desk. Other
reports and performance measures will be discussed and agreed with the customer Service
concerned as and when requested.
This SLA will be reviewed at ICT Operational Liaison meetings (see Section 2.2). The purpose
of the review will be to discuss:
Service achievements in the period;
Specific problems or trends which are apparent;
Actions necessary to remedy problems and improve service delivery; and
Requested or planned changes to the scope and content of the SLA.
If there are any issues which the review fails to resolve these may be escalated to the ICT Head
of Service and a senior manager from the customer Service to discuss.
8.2
ICT Charges Explained
The ICT Service does not directly charge its customers other than to pass on external and/or
additional costs that were not allowed for in the ICT Service Revenue or Capital budgets.
The most common direct charging mechanism relates to the financing of new PC’s and laptops,
including software, and associated installation and decommissioning costs. This is referred to
as the “PC Cost Calculator” and is detailed in Appendix D. All other occasions when direct
charges are proposed by the ICT Service to cover external and/or additional costs (e.g. new
hardware and software, project-related temporary additional staffing, unplanned overtime, etc)
will be discussed and agreed with a responsible manager and budget-holder in the customer
Service before proceeding.
ICT Charges
What we will do
1. Only re-charge external and/or additional costs
that were not budgeted for.
2. Publish our standard direct charges, e.g. the
“PC Cost Calculator”.
1. Agree charges, where appropriate.
2. Pay promptly or arrange appropriate budget
virement when billed for direct charges.
3. Agree all other direct charges as they arise.
Page 19/34
Appendix A: SLA Contacts and ICT Escalation Contacts
ICT Service Contacts
Name
Title
Telephone Number
Alison Mackenzie
ICT Services Team Leader
01224 664080
Andy Garden
01224 664303
Mike Anderson
ICT Support Leader Areas (Peterhead)
01224 665957
Housing and Social Work Customer Service Contact
Name
Title
Telephone Number
Amanda Roe
Information Systems Manager
01651 871255
ICT Service Escalation Contacts*
Name
Title
Ian Ruddick
1
1
01261 813353
1
01569 768264
1
01224 665957
Graeme Willox
ICT Support Leader - Areas
(Inverurie)
(Banff)
(Stonehaven)
(Peterhead)
ICT Support Leader - Aberdeen
Telephone
Number
01467 628510
1
01224 664468
Alison Mackenzie
2
01224 664080
Andy Garden
2
01224 664303
Martin Jamieson
ICT Services Manager
3
01224 664200
John Mackenzie
Head of Service
4
01224 664317
Sandy Baird
Andy Wilkins
Mike Anderson
Escalation Level
*Contact these people to escalate concerns or problems with ICT services.
Page 20/34
Appendix B: Service Levels for ICT Service Desk Calls
Service Levels for Incident Resolution*
•
•
Priority
Resolution
Escalation 1
Escalation 2
Escalation 3
SLA Breach
Critical
4 Hours
1 hour
2 Hours
3 Hours
4 Hours
High
8 Hours
2 hours
4 Hours
6 Hours
8 Hours
Standard
16 Hours
4 hours
8 Hours
12 Hours
16 Hours
*Service level resolution timings are based on the hours from 09:00 until 17:00. ICT will
endeavour to meet these targets however if a response is required from a third party it will
depend on the Operating Level Agreement (OLA) we have with them.
*Service level resolution timings for incident calls logged by email and voicemail start once the
details have been added to Assyst. If the call is urgent it should be logged by telephone or via
the self-service portal.
Priority
Definition
Critical
Critical is used for calls where a service has failed completely and no work
around is currently available. It is also used for calls involving a computer virus,
child protection and welfare systems, and other emergency or similar situations
as discussed and agreed with the customer Service.
High
High is used for calls when a service is unavailable and business is
significantly disrupted with approximately 20% or more users of the system
affected or a service has failed completely but a work around is available. It is
also used for other highly important situations as discussed and agreed with the
customer Service.
Standard
Standard is used for calls when part of a service is unavailable, but this does
not significantly disrupt business or a fault is affecting a single item of
equipment or single user.
Incidents: Notification and Escalation
Automated emails will be sent at the following points during the life on an incident:
Critical and High:
- Initial Logging: ICT Support Leaders / Project Leaders / System Administrators
- Escalation 2: ICT Managers
- Escalation 3: Head of ICT Service
Standard:
- Initial Logging: No email
- Escalation 2: ICT Team Leaders
- Escalation 3: ICT Team Leaders
No automated emails are sent to the ICT Management Team (ICT Managers and Head of Service) for a
Standard Incident.
Page 21/34
Service Levels for Change Request Resolution*
Seriousness Level
Resolution
Escalation 1
Escalation 2
SLA Breach
Emergency
8 Hours
-
-
8 Hours
Standard
80 Hours
(10 Days)
56 Hours
(7 Days)
72 Hours
(9 Days)
80 Hours
(10 Days)
Significant
160 Hours
(20 Days)
112 Hours
(14 Days)
144 Hours
(18 Days)
160 Hours
(20 Days)
Retrospective
No Timings
-
-
-
Project
No Timings
-
-
-
Work Scheduled
Required by
Date
-
-
-
•
•
*Service level resolution timings are based on the hours from 09:00 until 17:00. ICT will
endeavour to meet these targets however if a response is required from a third party it will
depend on the Operating Level Agreement (OLA) we have with them.
*Service level resolution timings for incident calls logged by email and voicemail start once
the details have been added to Assyst. If the call is urgent it should be logged by telephone
or via the self-service portal.
Seriousness Level
Emergency
Definition
A change must be implemented as soon as possible. This change may be to
resolve a major incident, apply a security fix or apply an application software fix
to resolve a software failure.
Prior to an emergency change being
implemented it must be scheduled by the ICT Forward Schedule of Change
(FSC) Group or, if that is not practical, the ICT Management Team.
Standard
A pre-defined change that has a process or procedure behind it. These are
seen as being straightforward and low risk to the Council’s business. Standard
Changes can be split into two categories:
1. Change: This is a record-keeping change where we modify the details we
hold about an ICT asset (what we call a Configuration Item (CI)) within the
ICT Service Configuration Management Database (CMDB). Examples of
this would be change of PC monitor type, a server memory upgrade or a
new Oracle database. In many cases these changes may be logged
because of another request that has been received or as part of a project.
2. Service Request: Service Requests are when a customer is requesting
access to, or use of, an existing ICT service (e.g. new start, new PC or
software installation).
Significant
The change may cause significant impact to the Council’s business, therefore
these changes have to be scheduled by the ICT Forward Schedule of Change
(FSC) Group or, if that is not practical, the ICT Management Team. When a
Significant Change is logged the FSC Group carries out checks on the
following prior to approval:
Page 22/34
Seriousness Level
Definition
Service Affected: Details of the (ICT) services that may be affected by the
change.
Implementation Plan: Plan on how the change is to be implemented
Back-Out Plan: Plan detailing back-out procedure if the implementation
doesn’t proceed as planned.
Examples of a possible Significant Change are - server replacement, reconfiguration of a network main node, major upgrade to a key business
software application.
Retrospective
This is used when logging a change that has already happened. For future
support purposes, it is important that all changes are recorded even if they
have already taken place.
Project
This is used when handling a larger piece of work. A change logged as a
Project may have other changes linked to it that may be either a Standard or
Significant Changes. An example of this would be a project for a new software
application which needs a new server, upgrade to an existing application
because of integration between the two applications.
Work Scheduled
This is used when a change has no pre-defined service level as the work has
been scheduled in agreement with the customer. Changes are never initially
logged under this category as they require follow-up discussion and agreement
with the customer.
Change Requests: Notification and Escalation
Automated emails will be sent at the following points during the life of a change request:
Standard:
- Initial Logging: No Email
- Escalation 2: ICT Support Leaders / Project Leaders / System Administrators
- SLA Breach: ICT Team Leaders
Non-Standard: - Initial Logging: No Email
- Escalation 2: ICT Forward Schedule of Change Group*
- SLA Breach: ICT Forward Schedule of Change Group
* A group of all the ICT Service Team Leaders, chaired by the ICT Infrastructure Manager. Acts as an
operational “Change Advisory Board” (CAB) and has the role of reviewing and accepting planned
changes to the operational ICT environment
Page 23/34
Appendix C: List of Supported Systems/Services (Services Catalogue)
ICT Services Catalogue
Carefirst Service
Ccas Service
E-Care Data Sharing Service
E-Sentinel Service
Housing Service
Arcadia Lite Service
Arcadia Service
Asset Management Service
Assyst Service
Blackberry Service
Bodet Service
Business Objects Service
Citrix Service
Comino Service
Data & File Service
Database Service
Desktop Service
Email Service
Environment Service
Financials Service
GGP Service
GSX Service
HAGGIS Service
IGrasp Service
Instant Messaging Service
Internet Service
Iprocurement Service
Knowledgebase Service
Mapping Service
Owner
Description
[under development, will describe, very briefly, each service in plain language]
HSWK
HSWK
“
HSWK
“
HSWK
“
HSWK
“
“
CORPORATE
CORPORATE
“
CORPORATE
“
CORPORATE
“
“
CORPORATE
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
CORPORATE
“
“
CORPORATE
Page 24/34
ICT Services Catalogue
Owner
Description
[under development, will describe, very briefly, each service in plain language]
Microsoft Access Service
CORPORATE
Network Service
CORPORATE
“
New Development Service
CORPORATE
“
Printing Service
CORPORATE
“
Projector Service
CORPORATE
“
“
Remote Access Service
CORPORATE
Scanning Service
CORPORATE
“
“
Security Service
CORPORATE
“
Server Service
CORPORATE
Smallworld GIS Service
CORPORATE
“
Survey Monkey Service
CORPORATE
“
“
Telephony Service
CORPORATE
TRIM Service
CORPORATE
“
User Service
CORPORATE
“
Video Conferencing Service
CORPORATE
“
Website Service
CORPORATE
“
“
Whiteboard Service
CORPORATE
Page 25/34
Appendix D: PC Cost Calculator Charges
In June 2003 the Council’s Management Team agreed that the ICT Service required additional resources to meet the demand from Services for
installation and de-commissioning work relating to Service-funded PC's. The template shown below is completed during discussion with Service ICT
Client Managers in order to calculate hardware, software, services and recurrent costs. Option A is the preferred Option allowing a more streamlined
approach to the operational and financial aspects. The other options may be used as discussed and agreed with Service ICT Client Managers
depending on the particular circumstances. Latest PC/Laptop/etc prices are published on Arcadia.
Opt ion A: Plann ed PCs to b e add ed to rolling Corpo rate PC rep lacement p ro gramm e.
Cost
Un it s
Hardwar e
Co st per u nit
Hardware Units
£0.00
0
£0.00
New installation 2 hours @£20 per hour*
£40.00
1
MS Office Software
£0.00
0
£0.00
Existing PC cascade installation 2 hours @ £20 per hour*
£40.00
Other Costs H/W
£0.00
0
£0.00
Other costs typically for Hardwar e
£0.00
0
£0.00 description - eg - Memory and peripher als
Other Costs S/W
£0.00
0
£0.00
Other costs typically for S/W.
£0.00
0
£0.00
£0.00
Hardwar e charge @ 27.5% of lease cost
£0.00
0
£0.00 Vired to ICT budget - years 1 - 4
£30.00
0
Total
£0.00
To tal Cost
*Managed Service charge £30 per year
Total Comm en ts
£0.00 Required
£0.00
T otal annual charge vired to ICT budget
£0.00 Vired to ICT budget - years 1 - 4
£0.00
T otal one-o ff ICT charge for Installation, Cascade, External services an d other Costs
£0.00
Opt ion B : BOUGHT PCs not added to C orporate replacement prog ramme (outright purchase b y Service)
Cost
Un it s
Hardwar e
Hardware Units
Co st per u nit
£0.00
0
£0.00
New installation 2 hours @£20 per hour
£40.00
1
MS Office Software
£0.00
0
£0.00
Existing PC cascade installation 2 hours @ £20 per hour
£40.00
Other Costs H/W
£0.00
0
£0.00
Existing PC disposal
£20.00
0
£0.00 Required
Other Costs S/W
£0.00
0
£0.00
Other Hardware costs
£0.00
1
£0.00
Total
£0.00
To tal Cost
£0.00
Other Sof tware costs
**Managed Service charge - one off char ge of £120.00**
Total Comm en ts
£0.00 Required
£0.00
£0.00
0
£120.00
1
£0.00 ICT char ge for other costs
£120.00 Required
Page 26/34
Appendix E: ICT Service Organisation and Function Charts (valid on day of issue)
Page 27/34
Director of Corporate Services
Head of ICT
O verall Servic e Direction
& Coordination
ICT Services
Manager
ICT Infrastru cture
Manager
ICT Strategy
Manager
Customer First
Programme Manager
Servic e Level/Acc ount Managem ent/
Customer Liaison
Ser vic e Design & Development
IC T Technical Architecture
Capac ity M anagem ent
Change Management
Strategy Developm ent
Inform ation Sy stems Architecture
CF Projects
Team L eader
(Service Desk – HQ)
•Le vel 1/2 Support (Central)
•IC T Service Des k
•Incident Res olution
•Routine Changes
•New Starts
•ICT Service Developm ent
•Incident Management
•Configuration & Asset
Management
•Routine Data Centre/
Bac kups (HQ)
Team Leader
(Service Desk - Areas)
•Level 1/2 Support (Dis tributed)
•ICT Servi ce Desk
•Inc ident Resolution
•Routine C hanges
•Integrated Schools Support
•Problem M anagem ent
•Routine Data C entre/
Back ups (Areas )
Service Support
Officer
(Office Services
Unit)
•Admin/Clerical
•Budgetary Control
•Information & Rec ords
M anagem ent
Team Lead er
(Servers & Networks)
•Level 2/3 S upport
•Server Sys tems s/w
•Storage
•Networks
•Availability Management
•ICT Service C ontinuity
Team Leader
(Desktop
Infrastructure)
•Level 2/3 Support
•PC sys tems s/w
•PC Build/Roll-out
•PC Sys tem s s /w
•Desk top Proc urem ent
Information
Security Officer
(Info Security Unit)
Team Leader
(Information Services)
•Level 2/3 Support
•Pack ages s/w
•In-House s /w
•Applic ation Management
•Releas e Managem ent
•Databas e Management
Team Lead er
(Project Services)
•N ew Initiatives
•Bus iness Analys is
•Option Appraisal
•Pac kaged s /w
•In-Hous e s/w
Projec t Management
Standards
s/w = software
•Information Security
•Data Protection
Page 28/34
Appendix F: ICT Customer Care Guidelines
We will always endeavour to: Understand the needs of our customers
Meet customer expectations and explain when we cannot
Treat customers as we would wish to be treated ourselves
VISITING YOUR WORKPLACE
We will always do our best to: Make an appointment
Communicate with you clearly and often
Avoid or explain technical jargon
Be polite and helpful
Understand the impacts of our work on your service and take steps to minimise disruption
In our work we will – plan what to do, do what we plan, test the results, confirm them with you and
then tidy up before leaving
Conclude every visit with a verbal confirmation (or written note) of work done and any plans for
future actions
TELEPHONE CALLS
We will always do our best to: Answer promptly and return calls promptly
Establish who you are and communicate our identity
Assume the matter is important to you
Stay calm and polite
Take care to pass on messages and successfully re-direct calls
Deal with the matter there and then or communicate clearly the next steps we will take
MEETINGS
We will always do our best to: Agree with you the purpose of the meeting
Arrange a mutually convenient time and place
Keep to the point and cover the agenda
Encourage all participants to contribute
Confirm with you clear decisions and responsibilities
Take appropriate notes or minutes
Page 29/34
CORRESPONDENCE
We will always do our best to: Be clear and concise
Use simple words, short sentences and short paragraphs
Use bulleted and numbered lists where appropriate to aid clarity
Avoid negativity and blame
Reply promptly and, in any case, acknowledge your letter within 5 working days
ELECTRONIC MESSAGES
We will always do our best to: Be brief and to the point, but
Take extra care to be friendly and polite
Explain, rather than just announce
Advise (and apologise) in advance for loss of service
REPORTS
We will always do our best to: Use plain language and ensure grammar and spelling is right
Use as few words as possible to get our meaning across
Follow standard Council or ICT Service layouts
Care for the quality of presentation without going over the top
Use titles, version numbers, dates and page numbers on headers and footers
PROJECTS
We will always do our best to: Apply quality standards (typically based on PRINCE2) to all tasks undertaken
Acquire a proper understanding of the project brief
Estimate costs, timescales and resource requirements for a successful project
Ensure that realistic project and quality plans are prepared
Monitor costs, timescales and resources used, and take appropriate action
Gain agreement for revisions to the project from the Project Sponsor/Board
Produce appropriate documentation to support all project processes
Ensure that projects are reviewed so that lessons can be learned
CONCERNS AND COMPLAINTS
We will always do our best to: Log your complaints and follow our complaints procedure
Inform senior managers about your complaint
Investigate all your concerns and complaints
Take care to explain and communicate at every opportunity
Correct any failures and prevent their recurrence
Page 30/34
Appendix G: ICT Service Desk Reports
Ref
Service Desk Report Name
1 Total Calls Logged and Closed
by Analyst Combined
2 Service Desk 2nd Level Calls
3 Performance Indicators by
Team
4 Stop Clock
5 Major Incidents
6 Re-Opened Calls
7 SLA's
8 Availability
9 Open Problems
10 Performance Indicators by
Service Customers
11 Daily Calls Logged
12 Types of Call Resolved by 2nd
Level
13 External Supplier SLAs
14 Insurance Report
15 Complaints and Compliments
16 New Starts Performance
Indicators
19 Training
Description
Total number of calls logged and closed by Service Desk
first level analysts.
Number of current open calls assigned to Service Desk
second level teams, detailing calls within and outwith the
SLA.
Number of calls assigned to the ICY second level teams
and includes an analysis of calls opened, closed and
stopped outwith and within the SLA.
All open calls where the stop clock action has been taken
and the clock has not been started. Its purpose is to
prompt teams to review all calls with this action against
them.
Details of calls logged in Assyst as a major incident.
Details of all calls that were re-opened within the last
month including the reason that the call was re-opened.
All calls logged which have reached the escalation level
and breached SLAs.
Call details where service downtime occurred.
Contains both a summary and details of all open problem
calls including all actions taken against them.
Number of calls logged by Service Customer. Includes an
analysis of calls opened, closed and stopped outwith and
within the SLA.
Total number of calls logged in Assyst broken down into
call type.
Calls closed at 2nd level detailing call closure category.
Calls logged and assigned to external suppliers which
have reached escalation levels and breached SLAs.
Unified Register Report containing details of equipment in
Server Rooms for insurance purposes.
All complaints and compliments logged in Assyst.
New Starts statistics
Report for Development and Training detailing when calls
are closed with User Training Category
20 Calls Logged via Self Service
All calls logged by customers using the Assyst Self
Service Portal.
24 Calls Logged by Event Source
25 Current Open Calls per
Assigned User
26 Time on Calls
30 Calls Logged per Hour
Number of calls logged by event source in Assyst.
All open calls assigned to an individual ICT team.
31 SDMI First Level Report
32 Calls Logged Outside Hours
Total amount of time spent on individual Assyst calls.
Total calls logged each day per hour and per 30 minute
period.
Manual report. This report shows a statistical analysis of
Service Desk 1st level calls.
Details of calls that were logged into Assyst either before
08:30 or after 17:00.
Page 31/34
Ref
Service Desk Report Name
33 First Level Assyst
34 Feedback – Incidents
35 Feedback – Change Requests
36 Customer Update Required
Description
Total number of calls assigned by ICT team. This report
assists in production of figures used in SDMI First Level
Report.
Feedback received from incident surveys issued to users
who have had a call dealt with.
Feedback received from Change Request surveys issued
to users.
Contains the reference number of calls where the
customer has asked for at least 3 updates on the call’s
progress within the past month.
Page 32/34
Glossary
Term
Explanation
Active Directory
Active Directory is a technology created by Microsoft that provides a variety of
network services including the management of computer user directories defining
which users and user groups can access what ICT services and at what levels of
authority. Used by the ICT Service in Aberdeenshire Council.
Anti-virus software is used to prevent, detect, and remove malicious software
programs that may disrupt the operation of a computer or network of computers
and delete or damage data.
The Councils’ intranet – an internal electronic information system accessed by
web browser technology.
A software system and database to support ICT service delivery, specifically the
logging and management of ICT Service Desk calls. Used by the ICT Service in
Aberdeenshire Council.
A designated time for undertaking secure copies of data (a “backup”).
Anti-Virus
Arcadia
Assyst
Backup Window
Change Advisory
Board (CAB)
Change Request
Data Protection
FAST
Forward Schedule
of Change Group
(FSC)
Incident
Incident
Management
Information
Security
Internet Service
Provider (ISP)
i-Procurement
Known Error
An ICT Change Advisory Board (CAB) has the role of reviewing and accepting
changes to the operational ICT environment. This is defined as part of the
Change Control Process within the best practice ICT Service Management
standards documented in ITIL (the ICT Infrastructure Library).
A request from a computer user for information, or advice, or for a change to the
existing ICT environment, or to obtain access to an ICT Service
The Data Protection Act requires all organisations which handle personal
information to comply with a number of important principles regarding privacy
and disclosure of information.
The Federation Against Software Theft. FAST monitors and promotes best
practice for software asset management and achieving cost efficient software
licence compliance. The Council is a member of FAST.
A group of ICT Service Team Leaders, chaired by the ICT Infrastructure
Manager. Acts as a so-called “Change Advisory Board” (CAB) and has the role
of reviewing and accepting changes to the operational ICT environment.
An incident is defined as any event which is not part of the standard operation of
a service and which causes, or may cause, an interruption to, or a reduction in,
the quality of that service. In plain language, an incident is a fault!
The primary goal of the Incident Management process is to restore normal
service operation as quickly as possible and minimise the adverse impact on
business operations, thus ensuring that the best possible levels of service quality
and availability are maintained. 'Normal service operation' is defined here as
service operation within Service Level Agreement (SLA) limits.
Information security means protecting information and information systems from
unauthorized access, use, disclosure, disruption, modification or destruction.
The ICT Service organisation includes an Information Security function.
An organisation (usually commercial in nature) that offers access to the Internet
and related services.
The Council’s purchase order management system – part of the Oracle Financial
software suite.
A ‘Known Error' relates to a Problem, the cause of which has been successfully
diagnosed and for which a “workaround” may have been identified. Permanent
and effective resolution of the “root cause” of the error may be ongoing or may
have been put on hold.
Page 33/34
Term
Explanation
Planned
Maintenance
PRINCE2
A designated time for undertaking a change to an operational computer system
(e.g. a software correction (fix) or software upgrade).
PRojects IN Controlled Environments (PRINCE) is a best practice project
management method. PRINCE2 is the latest version of the PRINCE standard. It
is available in the public domain and covers the management, control and
organisation of a project. It helps to minimise risks and helps to ensure better
quality project outcomes. Can be applied, with care, at varying levels of
complexity. Used by the ICT Service in Aberdeenshire Council.
A Problem is a fault condition often identified as a result of multiple Incidents that
exhibit common symptoms. Problems can also be identified from a single
significant Incident, indicative of a single error, for which the cause is initially
unknown, but for which the impact is significant.
Problem Control is the activity responsible for identifying the root cause and
developing a workaround or structural solution for a problem.
The goal of Problem Management is to minimise the adverse impact of Incidents
and Problems on the business that are caused by errors within the ICT
Infrastructure, and to prevent recurrence of Incidents related to these errors. In
order to achieve this goal, Problem Management seeks to get to the root cause
of Incidents and then initiate actions to improve or correct the situation.
See Change Request.
Problem
Problem Control
Problem
Management
Request for
Change (RFC)
Server Computer
Service Level
Agreement
Subject Access
Request
Super-JANET
Virtual Private
Network (VPN)
Web Browser
WebMarshal
A server is any combination of hardware or software designed to provide
services to multiple clients. When used alone, the term typically refers to a
computer which may be running a server operating system, but is commonly
used to refer to any software or dedicated hardware capable of providing
common services to multiple clients.
An agreement between an ICT Service provider and a Customer. The SLA
describes the ICT Service, documents SLA targets and specifies the
responsibilities of the ICT Service Provider and the Customer.
Under the Data Protection Act, individuals have the right to access information
that organisations hold about them. Asking them for that information is known as
making a ‘subject access request’.
JANET (or Super-JANET) is a British government-funded computer network. All
further- and higher-education organisations in the UK are connected to JANET.
Aberdeenshire Council uses Janet as its Internet Service Provider as part of a
Scottish Government ISP contract with JANET. The origin of the acronym is
“Joint Academic NETwork”.
A virtual private network (VPN) is a computer network in which links are carried
by open, public connections (such as the Internet) as opposed to running across
a single private network (such as the Council’s private network). A special
technology called “tunnelling”, is used to ensure VPN connections provide
secure, private communication of data.
A web browser is a software application for retrieving, presenting, and processing
information resources on the World Wide Web (Internet). In the Council we use
the Microsoft Internet Explorer web browser.
A software-based system for comprehensive in-bound and out-bound Internet
Web traffic control and management, threat protection and data leakage
prevention. Filters access to Web pages. Used by the ICT Service in
Aberdeenshire Council.
Page 34/34

SERVICE LEVEL AGREEMENT 2010/11 For ICT Services

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