1. Best Practices in Service Level Agreement
Suzanna Smith
Sinclair Community College
Dayton, OH
Introduce me
Introduce SCC – Med size comm. Coll 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?

2. 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)?

3. 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?

4. 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?

5. 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

6. 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

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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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 story
And, who is contacted with what question
How much autonomy and decision-making authority is delegated?
Communication is Key

15. 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?

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

17. 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

18. Thank you Digital Controls, Dayton, OH John Zakour
Key component information and SLA consulting
John Zakour
Computtunes cartoon
Thank you

19. Questions?
Contact Info:
Suzanna Smith