Best Practices in Service Level Agreement Suzanna Smith Sinclair Community College Dayton, OH Introduce me Introduce SCC – Med size comm. Coll. 12000 FTE, 6 campuses Multimedia Services 2.5 years old Combines Legacy AV support “av guys” pushing “av carts” Distance Learning videoconferencing support Sinclair’s full-service conference center support Multimedia “smart classroom” support So, now that you know a bit about me… how many here are: IT Faculty Other Would anyone mind sharing what specifically you hope to get out of this session?

Why create a service level agreement (SLA)? Why did I look into an SLA for my dept & conf center? -New management for both sides -Historical perspective lost -No defined working relationship -No rules -No procedures or parameters were defined -Both sides felt they were being treated unfairly Why create a service level agreement (SLA)?

Does your area need an SLA? IT technologies are: In high demand Necessary for effective instruction to current generation students Necessary for most businesses to function Unlimited? Is your area concerned with the increased workload? Is there any friction between IT staff and the client? Are you the client wondering what it is your IT service dept is doing and if you can request more? Why might an SLA be helpful to you? -IT technologies are in high demand -Necessary for effective instruction of current gen student -Necessary for most businesses to function in today’s global economy -Often an afterthought when budgets are developed But technology resources are finite and have to be managed like any other resource That’s where an SLA can help Does your area need an SLA?

What can an SLA do for you? Sets agreed-upon: Goals Expectations Boundaries Escalation pathways Clearly defines: Terms Commitments Key performance indicators Nonconformance Penalties Go over slide How can an SLA help your area? What can an SLA do for you?

A Service Level Agreement creates an environment of mutual understanding about the user environment and the services and equipment that make up the environment Prevailing Thought

Challenges Sound familiar? Some examples? Internet for 30 people - there’s an Internet port… Why can’t we do podcasts? I have an iPod. Challenges

Challenges in writing an SLA Misconceptions Misunderstandings Differing perspectives Technology terms can be confusing Challenges in writing an SLA

Misconceptions & Misunderstandings What an SLA is What an SLA is not Expectation management Goal alignment Conflict management tool Operation planning tool KPI measurement guide A list of what IT will NOT do A tool to make the supported business harder to accomplish A way for IT to get out of doing their job An SLA is not one-sided Misconceptions & Misunderstandings

Differing perspectives Many (if not most) IT SLAs are written to manage support of non-technical functions Technical terms can be barriers when not defined properly Most IT work is done behind the scenes Differing perspectives

Building an SLA A collaborative effort So, now we have a good idea of why we might need an SLA and challenges we might face… let’s build an SLA Building an SLA A collaborative effort

Before you begin Is everyone on board? Designate SLA approvers high level Document current processes Responsibility list Escalation process Contact list Is everyone on board? Are the key people ok with facilitation? What exists today? How are things done today? Is there a list of all of the responsibilities of the provider dept? Are there current procedures in place to control requests for assistance? Is there an existing escalation process, contact list in place? Before you begin

Getting Started Develop an Intent Statement Key Term Definition Mutually agreed-upon objectives of the document Guiding statement for the document Key Term Definition Define any ambiguous terms Specifically define and/or re-name any terms that will be used throughout the document Review periods Develop a review schedule Review at least once per year Getting Started

Compliance Requirements Description of Services and Responsibilities High level description statement Detailed Description of User Environment Normal Service Availability Discrepancy resolution process When there is a difference in opinion, what is the specific process? Price for non-conformance What happens when either party does not meet obligations? It’s a good idea to include: Statement of specific requirements that must be met by the provider and recipient to remain in compliance with the SLA Description of Services and Responsibilities High level description statement Detailed Description of User Environment Services Architecture Technologies Quantities Restrictions Service Availability Describe what is considered normal service availability Days Times Holidays Quantity of hours Level of support Discrepancy resolution process – if you don’t define an escalation process, friction is likely Price for non-conformance Compliance Requirements

Communication is Key Requests for service Approved methods for requests for service Timelines Guidelines Technology change or enhancement communication Who is contacted for what purpose and how? A clearly defined communication process helps work flow nicely How long do you need to process a request for service? Can they be received verbally? Are there other guidelines surrounding service? Is enhancing technology ever a bad thing? Yup! But not if you communicate it in advance. Monitor in 12150 story And, who is contacted with what question How much autonomy and decision-making authority is delegated? Communication is Key

How we know the SLA is working? Key Performance Indicators Service Metrics Detailed description of how availability is measured and reported Documentation process Reporting Period So, how do you know your working relationship is successful? An SLA might also include key performance indicators, service metrics, and a process to document and report on the performance We use a database to detail what we support and to log any SLA questions that come up Reporting periods are weekly Pass questions up to signature approvers for periodic review – no ground level discussion or alternate SLA interpretations How we know the SLA is working?

Best Practices Value driven Data collection, reporting, and review Interaction, escalation & question process Detail Enforceable Training for operational staff Available Best Practices

A Service Level Agreement creates an environment of mutual understanding about the user environment and the services and equipment that make up the environment Prevailing Thought

Thank you Digital Controls, Dayton, OH John Zakour Key component information and SLA consulting John Zakour Computtunes cartoon http://www.intranetjournal.com/toons Thank you

Questions? Contact Info: Suzanna Smith Suzanna.smith@sinclair.edu 937-512-4264