Service Level Agreement

[Stroppy]

Hello all,

I am working for a Public Library which has it's IT largely looked after by the IT dept (local govt). There is no service level agreement in place and i am interested in developing one. (we have just come through a few years of difficulties due to an outsourced IT department

There are no procedures in place, such as Business Case requests, SOE's relevant to the varying library contexts, IT roll-out plans (for large or small changes), response times, etc etc.

i would like to get some headings together to start work on a document.

Ideas and suggestions most welcome.

M

 

[BNPMike]

Obviously you start with your SLAs - what are you supposed to be delivering, to whom, to what standards. Write those down and then work out what IT must do to support your deliveries. If there are IT systems that don't match up to your personal SLAs then either you're missing something or you're paying for soemthing you don't need.

The main thing is to be realistic. Don't ask for something you know can't be achieved and don't ask for more than you need just because it sounds clever, logical or dynamic.

 

[MikeLacey]

I would separate the document into four parts:

1 - Describe the services that are being delivered at the moment (network, internet access, file & print server access, help desk, change requests)
2 - Define acceptable levels of service for each of the existing services.
3 - Describe the processes that are in place at the moment (placing a Help Desk call, requesting a change, requesting an upgrade)
4 - Define the process that should be in existence.

Sections 1 & 3 can be written first with 2 & 4 following on afterwards.

 

[Stroppy]

Thankyou for your ideas, both of you. Both very helpful ideas. I'm currently doing a report of the the Library IT environment (for want of a better word), including all of the operating environments, hardware, software and other related technologies. I'll be presenting information and making recommendations and in doing so I'm happy to say I've got your suggestions in mind when doing so.
M

 

[jcasetnl]

My two cents. Coming into an environment that sounds much like your's, I've found that the management here doesn't want the structure and prefers to keep things loose (I was hired to introduce some structure but most managers don't want it). They like being able to iniate a project through a hallway conversation.

I knew a formalized proposal was going to result in a massive backlash without the top management on my side. Thus, I've been introducing structure incrementally under the radar.