1. Yale University Information Technology Services Administrative Systems Art Hunt 3/22/04 Software Service Level Agreement with Finance, Procurement and Human Resources Systems and Financial Data Warehouse

2. Yale University Copyright Statement Copyright Arthur Hunt, 2004. This work is the intellectual property of the author. Permission is granted for this material to be shared for non- commercial, educational purposes, provided that this copyright appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

3. Yale University ITS Administrative Systems’ Mission The mission of Administrative Systems is to provide a strong technical foundation in support of Yale University's mission to be a world leader in education and research. Our goal is to work in partnership with our clients to develop practical, innovative, integrated, and reliable solutions to higher education business problems. We strive to provide outstanding service which consistently exceeds our clients’ expectations.

4. Yale University ITS Administrative Systems Clients Yale Health Plan Student Financial and Administrative Systems Facilities Alumni Finance, Procurement and Human Resources Custom Programming

5. Yale University SLA Development Approach Research We did not find many existing Software SLAs We did built on a number of network and hardware SLAs Worked closely with our IT issues advisor, Robert Francis Group www.rfgonline.com www.rfgonline.com Contributed to their research note series: Service Level Agreements (SLAs): A 12-Step Program Received input from each ITS-AS Project Manager Lots of client review and input at both the management and operations level Project duration: about 15 months

6. Yale University What can an SLA do for you? Eliminate ambiguity Establish expectations Set boundaries for your services Additional benefits Solidify your relationship with your client(s) Align your services with your budget Communicate the complexity of supporting your clients’ systems

7. Yale University What Was ITS-AS’ Motivation? ITS-AS was moving from a projects paradigm (easy to quantify value) to a support paradigm (more difficult to quantify value) Accomplishing our goal requires a breadth of complex services especially in support mode. Fostering a common understanding with our clients of our value

8. Yale University The SLA Cycle

9. Yale University Objectives of ITS-AS’ Software SLA Describe the breadth of ITS-AS software support and development service components Agree on the ITS-AS FY04 service level by service components (our capacity) Establish initial metrics

10. Yale University Initial Client Business Process Owners for Finance, Procurement and Human Resources, and Data Warehouse Director, Financial Systems & Services Director, Benefits & Human Resources Information Systems Executive Director, Procurement Director, Office of Information Management (Data Warehouse) Director, Integrated Administrative Systems Additional benefit Model for other clients

11. Yale University Client Needs Development Services Scheduled (annual planning cycle) projects Small ad hoc Projects Complementary Services Testing Training Risk assessment Vendor relations Support Services Patches Bug fixes Data fixes Performance Archiving Infrastructure Upgrades Vendor Applications Upgrades

12. Yale University ITS-AS Scope of Services Provide a broad cross-section of services to plan, design, develop, test, deploy and support the software applications that underpin our clients’ business processes. ITS skill sets Business analysis Applications development Application testing Application and database security Server and storage architecture Change management Client relationship management Vendor relationship management

13. Yale University ITS-AS Fundamental Services  Communications  Standard Tools and Technology  Version Control  Controlled Environments  Change Management  Individual Security and Privacy Protection  Help Desk Support  Vendor Software Evaluations  Vendor Relations  Research and Development

14. Yale University ITS-AS Project Management and Planning Services Project plans and schedules Project budgets Project metrics and variance reporting Priority management Project risk assessment Bug tracking Enhancement request tracking

15. Yale University ITS-AS Analysis, Design and Programming Services Business requirements Technical design Scalability Infrastructure Impact analysis Browser and tools compatibility Exception handling Usability Coexistence with desktop apps Coexistence with other server applications Application and data security Help files Technical documentation Functional documentation (only when necessary)

16. Yale University ITS-AS Support Services Troubleshooting Proactive problem detection Archiving Performance stabilization Infrastructure lifecycle replacement Vendor application updates Infrastructure monitoring Backup and recovery procedures Disaster recovery

17. Yale University ITS-AS Other Services New Development Scheduled and Ad hoc projects Testing Development and Unit Testing Support Pre-production Testing Support Post Implementation Testing Deployment Training Deployment

18. Yale University ITS-AS Service Level Examples at FY04 Budget Level

19. Yale University Other Major SLA Sections

20. Yale University F&HR Support Response Goals

21. Yale University Specific Projects Anticipated

22. Yale University Define Project Management Working Agreements Level of detail sufficient to the scale and scope of the project. Objectives: Foster an understanding of the project goals, objectives and schedule Define the project scope Set expectations for both ITS-AS and client for tasks, responsibilities, due dates and the formality of project

23. Yale University Remaining SLA Sections Term Standard hours of application availability Maintenance window Escalation Applications included Applications excluded

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25. Actual Time Reporting All activities are created as projects including production support (maintenance). Projects may be linked directly to bug tracking system. Projects are assigned tasks that are assigned descriptive attributes. Projects and tasks are directly linked to charging instructions. Hours reported are assigned descriptive attributes Staff enter hours that result in internal charges to clients, and provide data for metrics and project estimating.

26. Yale University Time and Attendance Web Data Entry Form

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28. Metrics Guidelines Limited number Directly related to business process Based on readily available data Actionable vs interesting Automate data collection Report at as high a level as possible Report at least monthly Monitor trends

29. Yale University Metrics Classes Software Reliability Availability Performance Support Response Project and budgets Project plan vs. actual Budgets vs. Actual Overall Client Satisfaction One-on-one Interviews Survey (currently under construction)

30. Yale University Metrics Example 1 – Support Response

31. Yale University Metrics Example 2 - Availability

32. Yale University Metrics Example 3 - Performance

33. Yale University Metrics Example 4 – budget to actual dollars Project completed on Schedule!

34. Yale University Self Assessment Survey Example from Ouellette & Associates Consulting, Inc., Bedford, NH

35. Yale University Client Assessment Survey Example from Ouellette & Associates Consulting, Inc., Bedford, NH

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37. Budgeting and SLAs Review your SLA as part of the annual budgeting process Align your SLA to your proposed and realign to your approved budget Ensure your clients’ understand the effect of budget levels on service levels

38. Yale University Other ITS Resources Help Desk User Accounts Desktop Technologies Desktop Support Data Network Administration Information Security Office Data Base Administration Data Center Systems Administration Technology and Planning

39. Yale University Questions? Contact Information: Art Hunt, ITS-AS Manager of Change Management arthur.hunt@yale.edu 203-436-3969