1. Managing Expectations and SLA

2. IT Expectation Failure
Strategic Failure
Not obvious
Tactical and Operational Failure
Obvious

3. Managing Expectations
Business level expectation of IT
IT professional expectations
Customer expectation
Internal and External

4. IT is a SERVICE ORGANIZATION
4 Key Elements of Good Customer Service
KEY CUSTOMERS
Identify KEY CUSTOMERS
KEY SERVICES
Identify KEY SERVICES of KEY CUSTOMERS
KEY PROCESSES
Identify KEY PROCESSES that support KEY SERVICES
KEY SUPPLIERS
Identify KEY SUPPLIERS that support KEY PROCESSES

5. Top 4 Customer Service Mistakes
Presuming your customers are satisfied because they are not complaining.
Presuming that you have no customers
Measuring only what you want to measure to determine customer satisfaction
Presuming that written SLAs will solve problems, prevent disputes, and ensure great customer service.

6. SLA
SLA are the foundation of series of management processes that can collectively be called disciplines.
The goal of the disciplined approach is to establish performance measurement against specific criteria.
Procedures
Tools
People
Govern IT operations
Internally
Externally

7. SLA
Need for SLA
To reduce conflicts between the suppliers and users of service
To help establish reasonable users’ expectation
Help IT organizations operate its services business in a more revealing manner
Help to compare competitive suppliers with internal IT organizations

8. SLA Negotiating of SLA IT involves various stakeholders
Service providers
Customers
Business managers
To establish agreement on
Cost
Means of tracking and reporting progress and problem
Conflict resolution

9. SLA Nature of SLA Iterative because business is dynamic
IT requirements changes
New technological adoptions
Other external and internal factors
SLA is assumed to be complete, documenting all the services the client expects along with the costs of the service
Document should expressed in understandable terms

10. SLA What Service Level Includes Date the agreement was established
Duration
Renegotiation date
Describe key service measures
Reporting structure

11. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Between:
_______________ and ______________
For:
______________ through ____________
1. Name the
Parties
IT Help Desk
Marketing
2. Define the time
period
Jan 1, 2004
Dec 31, 2004

12. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Services to be provided by the IT Help Desk:
Provide first, second and third-level support for standard software applications and hardware.
Log and track all customer calls.
Conduct quarterly customer satisfaction surveys to rotating client base (100 at a time).
Conduct customer callbacks to 50% of customers daily.
3. Services to be provided

13. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Hours of Operation (Central Time):
Regular Business Hours:
7:00 a.m. to 7:00 p.m. Monday through Friday
(non-holiday)
After-hours support via pager
7:00 p.m. to 7:00 a.m. Monday through Friday
24 hours Saturday and Sunday
24 hours holidays
4. Hours that services are provided

14. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Service Access
Telephone: 312/
Pager:
5. Service Access

15. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Customer Responsibilities:
Use only specified telephone numbers, , and pager to request support.
Each customer must attend two half-day LAN and PC training sessions before receiving a workstation.
Each customer must attend the specified training session on each software package used.
Each customer must read and accept in writing the Corporate Security Policy and Corporate computer Usage policy.
6. Customer Responsibilities

16. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Call Priorities and Response Times
Priority Impact Response Resolution
Critical Component down min As required
Critical Component degraded 45 min hours
Non-critical component hours hours
Other request, question hours hours
7. Call Priorities and Response Times

17. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Service Measures
By the Help Desk
First-Level call resolution: 85%
Average Call answer time: 90% in 30 sec or less
Percentage of calls reopened within two weeks: 2% or less.
By the Customer
Percentage of training-type calls: 10% or less
8. Service Measures

18. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Escalation Procedures
Level Escalate when Call Phone/Pager
Agreed response Help Desk Manager 312/
time not met 312/
No response 2 Director, Operations 312/
hours after Level 312/
1 escalation
No response 3 V.P. Operations 312/
hours after Level 312/
3 escalation
9. Escalation Procedures

19. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Reporting
Weekly Reporting
Distribution:
Manager, Marketing
V.P. Operations
Content:
• Number of Calls
• Call Breakdown by percentage for training-type calls, hardware, network, service requests, abandoned calls
• Percentage of first-level call resolution
• Average call answer time
• Percentage of calls reopened within two weeks
• Percentage of calls meeting agreed-upon response times for each priority
• Percentage of calls meeting agreed-up resolution times for each priority
• Results of callbacks to customers to check work quality. Show number of call backs as a percentage of total calls.
10. Reporting Procedures

20. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Reporting
Quarterly Reporting
Distribution:
Manager, Marketing
V.P. Operations
Content:
• Results of Customer surveys
• Change from previous quarter in number of customers supported
• Operating costs
Note: All weekly reporting must show the current week compared to three previous weeks. All Quarterly reporting must show current quarter compared to previous quarter.
10. Reporting Procedures

21. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Systems and Components Supported
Critical Systems/Components
Price flow system
Catalog system
LAN segment 6
All PCs on segment 6
Non-Critical Systems/Components
Marketing Search, Competitor System and all desktop systems.
11. Systems and Components Supported

22. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Support Fees
Costs will be allocated at the rate of $75 per user per month.
Pay-for Fees
Training for standard desktop software is available and will be arranged by the Help Desk for the cost of $350 per half day. Course dates and times are available via the Help Desk Intranet website.
12. Support Fees
13. Pay for Fees

23. SERVICE LEVEL AGREEMENTS (SLAs)
Contents:
SAMPLE
Service Level Agreement
Signatures:
_______________________________________
Manager, Help Desk
Manager, Operations
Manager, Marketing
V.P. Marketing
14. Signatures

24. OPERATIONS/HELP DESK – MANAGING THE “FACTORY”
WHAT DO USERS’ WANT?
- RELIABILITY
- ADAPTABILITY
- COST: BENEFIT RATION (LOW COST-HIGH BENEFIT)

25. Data Center

26. Severity One (Urgent)
A severity one (1) issue is a catastrophic production problem which may severely impact the client's production systems, or in which client's production systems are down or not functioning; loss of production data and no procedural work around exists.
Severity Two (High)
A severity two (2) issue is a problem where the client's system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of the client's business operations and productivity. The system is exposed to potential loss or interruption of service.
Severity Three (Normal)
A severity three (3) issue is a medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows the client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the client's operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors.
Severity Four (Low)
A severity four (4) issue is for a general usage question or recommendation for a future product enhancement or modification. There is no impact on the quality, performance or functionality of the product.

27. Levels of Support and Escalation
• Level I
– First contact with user/customer
– Limited scope (common problems)
– Limited time
‣ If not resolved within specified time,
documents information and escalates to
next level
• Level II
– Receives problems from Level I
– Handles more complex problem requiring greater expertise.
• Level III
– Handles non-standard issues