1. Health & Consumer Protection Directorate-General : TRACES Service Level Agreement Consultancy project
S t r a t e g i z e
P l a n
E x e c u t e
M a n a g e
Member States Interview guide
Brussels, October 3rd, 2007

2. Agenda
© 2006 Gartner, Inc. All Rights Reserved. 2

3. Agenda Project objectives presentation Round table
What is a Service Level Agreement ?
Service Level Agreement As-Is situation
Service Level Requirements definition
Methodology presentation
SLR definition workshop
Current services
Constraints and needs
Draft of Target services
Next steps 3

4. Project objectives
© 2006 Gartner, Inc. All Rights Reserved. 4

5. Objectives
DG for Health & Consumer Protection (DG SANCO) wants to evaluate TRACES Services Level Requirements (SLRs) with Members states representatives to provide services that fit with theirs requirements. TRACES functional requirement specifications are excluded of this evaluation.
In order to draw up these requirements, an interview and a workshop meetings will have to be held. The minutes and SLR’s resulting from these meetings will have to be drafted and validated.
Following the collection of all Member States’ SLR’s (or only those Member States that take part in the SLA working group), a common ground SLA will have to be drawn up and presented to the Member States.
The result should be a negotiated SLA with the Member States structured and organised in the same way as the already available and DG SANCO. 5

6. Round table
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7. Team introductions Member States DG SANCO Gartner
To Be Defined Member states key users
Member States
Didier Carton (DCA) Project Sponsor and Content Application manager
Herman Brand (HBR) Project manager
DG SANCO
Patrick Dussac (PDU) Project Manager and Subject Matter Expert
Paul Lebouille (PLE) Subject Matter Expert
Gartner 7

8. What are Service Level Agreements ?
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9. What are Service Level Agreements?
The best way to clarify expectations with Members States End users is through SLAs, a “contract” between Members S tates key users and DG SANCO.
SLAs are one of the most effective methods for defining the support that the IS organization can and will deliver. Without an established SLA, end users and IS staff will assume implicit SLAs that rarely match.
Besides managing expectations, SLAs are useful for obtaining resources. The SLA creation process often highlights the end users' actual vs. perceived requirements, which can then be matched against resources.
When designed jointly with End users, SLAs are a powerful aid in building partnerships, assuring customer input to IT planning and providing a measurement base for IS performance.
The products and services covered by an SLA must be built around measurable events. This ensures that SLAs can be monitored for meeting performance standards and user expectations. 9

10. Drivers - Business Synchronisation
Key Issue: Which factors are driving the requirements for developing service levels?
Drivers - Business Synchronisation
Business Processes
Suppliers Customers
Business
Services
Business Units and
Employees
Networks
Systems
Service-Level
Agreements
Applications
Source: Gartner Research
In the big picture, the business gains revenue, profits and shareholder value by providing competitive products and services to its customers. To fulfill promises made to customers and build customer satisfaction, each business unit in the enterprise must work with the others. For example, a company that promises shipment of products within 24 hours of the customer order must have its forecasting, order-processing, purchasing, materials-planning, manufacturing, shipping and invoicing departments synchronized to meet that shipment requirement. These business processes are enabled by the IS organization (with an integrated set of applications atop the IT infrastructure), and it, too, must provide the quality of service required to reach the overall business objective. Quality of service goals are defined with SLAs between the business unit and the IS organization. Setting these SLAs fosters greater business/IT alignment by setting expectations and directing each business unit/IS department and individual toward meeting those expectations. Said another way, SLAs help to direct each business unit, department, vendor or employee’s contribution to the business goals. Thus, business goals are broken down and become people goals. 10

11. Example of SLA Service description Coverage window
Service Level requirements
Comment
Incident management
Business Days
Time to resolve Severity 1 Incident : 90% of Incidents < 2 hours
Availability of the central application
24x7
Total outage=5 hours per year
99,94% of availability in 24x7
No time for planned outage.
The availability is calculated on Application Servers through the Servers LAN.
Return To normal Operations after a Disaster
RTO = 36h
Recovery Point Objective (data loss)
RPO = 0%
User creation/update/deletion time
Business days
3s for 90% of transactions executing a predefined scenario (from/to end-user emulation desktop connected on Server LAN) 11

12. Service Level Agreement As-Is situation
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13. As-Is situation
No commitment on formal SLA between Members States and DG SANCO about TRACES
Only the TRACES application uptime is measured and reported
Examples of suggested some service levels:
24 hours per day, 7 days a week availability, 365 days per year, with an acceptable usage response time as established during stress tests, at all time during the week, all days of the year.
Maximum down time per disaster incident (severity one), 2 hours. A maximum of 1 such incident per year is acceptable.
Maximum down time in case of less severe incidents, 30 minutes. A maximum of 6 such incidents per year and no more than 1 per 2 months is set as acceptable.
Monitoring for users outside the Commission has to be included in the monitoring of the TRACES application.
Maximum number of revisions per year
Timely notification of revisions and updates
Maximum response time, before considered unavailable
Etc. 13

14. Service Level Requirements definition
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15. Methodology Questionnaire: Current services Needs/Constraints
Draft of Target services levels 15

16. Current services
What are current service description, services levels and the coverage windows provided for the following domains ?
Incident management services
Business Requirements
General availability and hosting
Scope and specification 16

17. Current services : Incident management services
Service description
Coverage window
Service Level requirements
Comment
To be filled before the meeting. 17

18. Current services : Business requirements
Service description
Coverage window
Service Level requirements
Comment
To be filled before the meeting. 18

19. Current services : General availability and hosting
Service description
Coverage window
Service Level requirements
Comment
To be filled before the meeting. 19

20. Current services : Scope and specification
Service description
Coverage window
Service Level requirements
Comment
To be filled before the meeting. 20

21. Needs and constraints What are your constraints and needs related to?
Incident management
Business criticality, Incident severity
Time to respond/solve a Severity 1/2 Incidents for TRACES/ /Datawarehouse
Business requirements
User/Certificate/DVCE management (creation/update/deletion/etc. time)
Time to find user/organization/authority
Time to examine certificate/statistic
Time to transfer Certificate/DVCE to/from the Datawarehouse 21

22. Needs and constraints What are your constraints and needs related to?
General availability and hosting
Data security, confidentiality and location
Availability, downtime and planned outage
Return to normal operations after a Disaster
Recovery point objective (data loss)
Etc. 22

23. Draft of Target services
What are the service description, the coverage windows and service levels required ?
Incident management
Business requirements
General availability and hosting
New requirement management 23

24. Draft of Target services : Incident management services
Service description
Coverage window
Service Level requirements
Comment
To be filled during the meeting. 24

25. Draft of Target services : Business requirements
Service description
Coverage window
Service Level requirements
Comment
To be filled during the meeting. 25

26. Draft of Target services : General availability and hosting
Service description
Coverage window
Service Level requirements
Comment
To be filled during the meeting. 26

27. Draft of Target services : New requirements management
Service description
Coverage window
Service Level requirements
Comment
To be filled during the meeting. 27

28. Next steps
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29. Next steps 9/10 : DG SANCO works in back office
DG SANCO analyses the draft of Target services required by Member States (SLRs)
DG SANCO suggests a common ground SLA
12/10 : Half-day workshop with Member States
DG SANCO presents the common ground SLA to Member States
DG SANCO and Member States discuss, amend and agree on the common ground SLA
DG SANCO produces a negotiated SLA
19/10 : DG SANCO works in back office
DG SANCO finalizes the negotiated SLA
DG SANCO produces the Final Target SLA 29

30. End of presentation Contact: Patrick Dussac, Associate Director
S t r a t e g i z e
P l a n
E x e c u t e
M a n a g e
Contact:
Patrick Dussac, Associate Director