DEPAUL UNIVERSITY SERVICE LEVEL AGREEMENTS AND PERFORMANCE METRICS Marge Hayes Ashton Hayes Group January 31, 2000

SERVICE LEVEL AGREEMENTS PURPOSE Align IT Services with Customer Expectations Build on the Customer / IT Partnership Improve Communications Measure Service Delivery Effectiveness Promote Customer Satisfaction

SERVICE LEVEL AGREEMENTS BENEFITS Improved IT Understanding of Customer Expectations Improved Customer Understanding of IT Capabilities Business Based Metrics for Evaluation of Service Effectiveness Clearly Defined Roles, Responsibilities and Accountabilities Framework for Improving Customer Satisfaction and IT Services

SERVICE LEVEL AGREEMENTS APPROACH Review Customer and Applications within IT Meet with the Customer Analyze Gaps Define Metrics and Responsibilities Negotiate Service Level Agreements Establish Service Level Agreement

SERVICE LEVEL AGREEMENTS CATEGORIES OF SERVICE STANDARDS Availability - Focuses on When Responsiveness - Focuses on How Long Rate or Frequency - Focuses on How Many Timeliness - Focuses on How Soon Quality - Focuses on How Good

SERVICE LEVEL AGREEMENTS CRITICAL SUCCESS FACTORS Team Approach Management Support Customer Perspective Evolving Process

PERFORMANCE METRICS INITIATIVE Opportunity Challenge Approach Communicate Success to Management Define Success for Staff Tell Story in Management Terms Align Staff with Corporate Goals Critical Success Factors Improvement Process

PERFORMANCE METRICS INITIATIVE APPROACH Critical Success Factors Key Metrics Identify Opportunities Measure Analyze Implement / Set Goals Improvement Process Business Strategies, Goals & Priorities

PERFORMANCE METRICS INITIATIVE Productivity Advancement of People Client Satisfaction Technological Innovation IT CRITICAL SUCCESS FACTORS

PERFORMANCE INDICATORS Average Cost / 1000 Transactions TimeHourly RateBusiness Transactions ( * )/ * 1000 (Time X Hourly Rate) / Business Transactions X 1000

PERFORMANCE INDICATORS Average Business Transaction Cost Trends Dollars/1000 Transactions