ICT4Leeds Service Level Agreement ICT Services

ICT4Leeds
Service Level Agreement
The Customer
The Provider
ICT Services
Leeds City Council
Selectapost 16
Apex Centre
8 Apex Way
LEEDS
LS11 5LT
0113 3368999
Page 1
ICT4Leeds Service Level Agreement
CONTENTS
1. INTRODUCTION
3
2. PURPOSE
3
3. SLA VARIATIONS, CHANGES OR ADDITIONS
3
4. RESPONSIBILITIES
3
5. ICT4LEEDS OFFERING
4
6. SERVICE AVAILABILITY AND MAINTENANCE TIMES
4
7. ICT4LEEDS SERVICE CENTRE
5
8. RESPONSE AND RESOLUTION TARGETS
5
9. ESCALATION
7
10. CHANGE MANAGEMENT
8
11. PENALTIES
8
12. GLOSSARY
9
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ICT4Leeds Service Level Agreement
1. INTRODUCTION
ICT4Leeds is managed by Leeds City Council ICT Services and provides connectivity,
filtered on-line access, email and support to Schools.
This ICT Service Level Agreement (SLA) forms part of a structured series of documents
relating to the ICT4Leeds Service.
This SLA document shall be reviewed on an annual basis to ensure an accurate reflection of
the services delivered and the levels to which they shall be provided. The ICT Service shall
continue to develop and improve the content of the SLAs in line with Customer requirements,
feedback and best practice frameworks.
2. PURPOSE
The purpose of this ICT Service Level Agreement (SLA) is to define the services provided by
ICT4Leeds to their Customers, the agreed Service Levels and the measurements by which
these levels shall be assessed and reviewed. The SLA also identifies the responsibilities of
all parties and any limitations or constraints upon these parties.
3. SLA VARIATIONS, CHANGES OR ADDITIONS
Following commencement of the ICT4Leeds Service, variations, changes or additions to
existing services shall be managed via the business relationship manager of Leeds City
Councils’ Children’s Services. The Customers and business relationship manager will
establish strong links, e.g. through Families of Schools meetings. Communication and liaison
with Customers and the user base are at the heart of the processes.
4. RESPONSIBILITIES
Leeds City Council ICT Service shall:
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
provide services as defined within this Service Level Agreement
establish and maintain working relationships with Suppliers and Customers
maintain documentation on products and services covered within this SLA
be accountable for quality of service delivered
provide a single point of contact for reporting service issues
provide a means of escalation of service issues
produce service level reports covering services provided under this agreement
facilitate service review meetings
annually review this document
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ICT4Leeds Service Level Agreement
The Customer shall:
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.
ix.
x.
xi.
provide ICT4Leeds Services with an up-to-date contact list
follow current published procedures for logging faults with the Service Centre
assist ICT4Leeds Services in the implementation of changes by providing
information and resources as appropriate
provide access for authorised Suppliers including remote access utilising a secure
encrypted connection
use all reasonable endeavours to execute requests and provide information in a
timely fashion. ICT4Leeds Service time calculations shall omit the Customer time
taken to complete delegated actions and requests.
use telephone reporting (i.e. person to person) for all incidents
take all reasonable measures to ensure that all ICT4Leeds products or services are
maintained fully up-to-date with the latest software updates and are backed up
assist the operator in troubleshooting and resolving the incident during the call
report clearly and concisely the nature of the incident including error messages
received
provide a competent individual to be trained on how to administer the internet
filtering interface or take central administration from ICT4Leeds Service
be responsible for any amendments made to the internet filtering interface.
5. ICT4LEEDS OFFERING
ICT4Leeds Services shall provide access for Customers to the following Core Services which
shall be available securely via the internet or via Leeds City Council’s network:
i.
ii.
iii.
iv.
v.
Connectivity
Safe On-Line Access - internet filtering
Email
Telephony
Access to Leeds City Council core services i.e. finance, etc.
6. SERVICE AVAILABILITY AND MAINTENANCE TIMES
Services shall be available during core service hours:
Monday – Friday: 0800 – 1730 excluding public holidays.
During core service hours, ICT Services staff shall be available via the ICT Service Centre to
respond to calls placed by Customers.
‘Out of hours’ is the period outside ‘core service hours’ and includes Saturdays, Sundays and
bank holidays. During ‘Out of Hours’, there is no service support.
Planned maintenance activities affecting service delivery shall be scheduled to take place
outside core hours unless ICT Services deems a more urgent requirement. ICT Services
shall endeavour to provide 5 working days’ notice of any planned maintenance.
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ICT4Leeds Service Level Agreement
7. ICT4LEEDS SERVICE CENTRE
The Service Centre shall:
i.
be the primary point of contact for all incidents, service requests and ICT advice
relating to the delivery of ICT Services (0113) 3368999
ii.
provide a call reference number for all calls that result in an incident being raised
iii.
provide the Customer with status updates.
8. RESPONSE AND RESOLUTION TARGETS
Service Level Targets are broken into two sections: Response and Resolution.
Response:
The Customer shall receive an acknowledgement (by email, SMS or voice) within 15 minutes
of logging an incident by telephone. The response shall indicate the priority (as defined in the
table below) and the estimated time for a resolution based on the resolution targets.
Level of Priority
System Status
Critical (Priority 1)
denotes system is down; business is critically affected;
all or majority of users affected.
High (Priority 2)
denotes system is impaired; business is adversely affected but is
operational; large proportion of users affected
Medium (Priority 3)
denotes the system is operating but that a small proportion of users
(e.g. 4-5 users) are unable to access non-critical systems
Low (Priority 4)
denotes system is operating but with a minor functionality loss
Resolution:
Resolution time is the time taken from the first report to the Service Centre until the incident
has been closed. If service restoration has been achieved, the Service Centre shall confirm
this with the Customer. If after 3 failed attempts to confirm this, the incident shall be closed.
Should the Customer later inform Service Centre that the solution has not been effective
(within 7 days) then the relevant incident case number shall be re-opened.
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ICT4Leeds Service Level Agreement
Some types of call raised with the Service Centre will be categorised as first time fix,
meaning the aim is to resolve the call on first contact. If this cannot be achieved the service
resolution targets are defined in the table below:
Incident
Management
Level of Priority
Target Resolution
Incidents met within
agreed timescale
Critical priority incidents resolved within
1 working day
85%
High priority incidents resolved within
2 working days
80%
Medium priority incidents resolved within
5 working days
80%
Low priority incidents resolved within
7 working days
80%
Core Service
Target Resolution
URL Blocks
4 working hours in 90% of cases
Targets
A set of default service targets have been defined for the ICT4Leeds Service. Targets are
measured during the working day. There are no target offerings outside of these hours.
The ICT4Leeds Service will be available except for:
i.
planned downtime for maintenance
ii.
power failures or other external factors that are beyond the control of Leeds City
Council’s ICT Services
iii.
force majeure events including but not limited to Acts of God, labour strikes, sabotage,
natural disaster and national emergency.
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ICT4Leeds Service Level Agreement
The ICT Service Centre works towards the following Key Performance Indicators:
Key Performance Indicator
Target
Call answer rates (per month)
70% calls answered in 30 seconds
Call abandonment rates (per month)
No more than 7% of total calls abandoned
First time fix rate (incidents) – percentage
of calls resolved by an operator during
the initial call.
70% or more of calls to be resolved on first
contact
9. ESCALATION
Users may contact the ICT Service Centre for an update on progress. If a user remains
unsatisfied, they may contact the Service Centre Manager (via the ICT Service Centre)
quoting the relevant reference number. Any major incidents that occur shall be escalated to
the Service Centre Manager, who shall inform the Business Relationship Manager who shall
relay up-to-date information directly to the Customer.
ICT Incident Escalation Process
The Customer should initially contact the Service Centre to ascertain the current status. A
Service Centre Officer shall provide an update within 30 minutes. All details relating to the
escalation shall be entered into the work log for the incident.
The Service Centre’s key aim on receiving an escalation is to take ownership of the
management of the resolution. The initial person receiving the escalation shall take
responsibility for the call.
These are the contact details in the event of an incident, service or business issue requiring
escalation:
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ICT4Leeds Service Level Agreement
Escalation
Role
Contact Names and Details
To resolve Service Desk
issues or expedite an
incident
Service Desk Managers
Salma Ahmed
[email protected]
Chimene Blain
chimene.blain@ leeds.gov.uk
0113 33368999
To resolve Service Centre
issues or expedite an
incident
Service Centre Level 1
Manager
Phil Elvidge
[email protected]
07891 275238
To progress unresolved
service issues
Andrew Byrom
Support Services Manager [email protected]
0113 3950553
To resolve school business
relationship management
issues
Children’s Services Senior
Business Relationship
Manager
Girish Solanki
[email protected]
07877 865370
10. CHANGE MANAGEMENT
ICT’s Change Management team work to ensure all changes made to the ICT infrastructure
are logged and the correct approval has been made before any change goes ahead. This
approval is to ensure the change does not have an adverse impact on any other service
within the ICT infrastructure, that the change is taking place at a time which has minimal
impact on the organisation and to ensure effective communication has been made.
Changes shall be communicated in advance to Customer Network Managers with a minimum
of 5 working days’ notice unless the change is classed by ICT Services as urgent or
important.
Certain services shall be unavailable occasionally to allow for scheduled maintenance,
testing and controlled changes. All of these shall be notified to the business via the Change
Management process.
11. PENALTIES
Any penalties received by Leeds City Council relating to ICT4Leeds Service shall be used for
the benefit of the ICT4Leeds Service.
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ICT4Leeds Service Level Agreement
12. GLOSSARY
BRM
Customer
Escalation
ICT4Leeds Service
ICT Service
ITIL
User
Page 9
The business relationship manager (BRM) will:
 manage the ICT business relationship with Customers
 assist Customers achieve their business ambitions by
supporting their business planning and prioritisation
 manage the dialogue with Customers in relation to service
(SLA) performance
 provide the business and Customer perspective into ICT
led projects and initiatives.
The Customer is the service owner whom has a responsibility for
the costs of the service and shall define service requirements and
business need.
An escalation is an activity that obtains additional resources when
these are needed to meet Service Level Targets or Customer
expectations.
The service offering provided by Leeds City Council
Leeds City Council’s Information and Communication Technology
Service
Information Technology Infrastructure Library - a set of Best
Practice guidance for IT Service Management
The person who uses the service on a day-to-day basis
ICT4Leeds Service Level Agreement