ISM 4300

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ISM 4300

• Service Level Agreements

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Tactical Operational Considerations

• Computer operations are short range and tactical
  in nature
• Computer systems of all types are highly visible
  in todays firms
• Managers must rely on disciplined processes and
  techniques for success

3
Expectations

• System users have expectations of reliable,
  trouble-free operations
• Clients can articulate their service expectations
  of computer operations
• Service level agreements detail user expectations

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SLA Disciplined Approach

• SLAs foundation of group of mgmt processes
• Disciplines may be in IT or client organization
• Disciplines are management processes and consist
  of
• procedures - tools - people

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Important Role of SLAs

• SLAs are the basis of effective computer
  operations
• SLAs define mutually acceptable levels of service
• They contain means to measure and report service
• Both IT and users are responsible for defining
  SLAs

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SLA Content

• 1. Date of the agreement
• 2. Agreements duration
• 3. Type of service provided
• 4. Measures of service
• 5. Resources needed or costs charged
• 6. Reporting mechanism
• 7. Signatures

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System Availability and Schedules

• During what periods is the system available for
  operation
• Consider weekends, holidays and off prime shift
  usage
• Unique user needs must be considered
• Dont promise 24/7 if it cannot be delivered

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Timing Considerations Workload Forecasts

• Measurements of batch turnaround times
• Response times for on-line systems
• Trivial vs. nontrivial transactions
• Workload distributions over time are critical.
• Bubbles of work must be anticipated.

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User Satisfaction is Important!

• Frequent measures must be taken and reported.
• It's important to measure what the user observes.
• Measurements must be credible to be valuable.
• Hardware and software can be used to measure
  performance.

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User Satisfaction Surveys

• System users should be surveyed frequently
• Opinion surveys yield important perceptual data
• Survey data must be used objectively
• Surveys improve correlation between internal and
  external measurements
• Effective surveys have great potential to improve
  relations with users

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Linking Expectations Performance

• SLAs link user expectations and IT performance
• SLAs frequently take time to be accepted
• Some firms frustrate the SLA process
• Some managers abhor the visibility the process
  gives
• The corporate culture plays a role in SLAs
• SLAs are critical to effective computer
  operations
• Dont flog a dead horse!

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Agreements

• All agreements must include a means by which the
  SLA may be ended
• Templates are available for building a complete
  SLA
• Templates also offer in-depth checklists and
  audit questions

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Agreements TOC

• Scope of Work
• Performance Tracking and Reporting
• Problem Management
• Compensation
• Customer Duties and Responsibilities
• Termination

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Example Questions

• Does the SLA include information on the clients
  responsibilities for providing access to
  facilities and resources?
• Does the SLA include notification of penalty
  interest for late payment?
• Does the SLA include a warranty in respect of
  quality of service?
• Does the SLA include an indemnification in
  respect of suppliers negligence?
• Does the SLA contain a Force Majeure clause?
• Does the SLA include information in respect of
  remedies for breaches?

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Questions

• Q1. Think of some other questions that should be
  addressed for a SLA.
• Q2. What problems would be encountered in
  implementing a SLA?
• Q3. What measures could be used to counter these
  problems?

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end of SLA lecture