Service Level Agreement 2010/11 For Ict Services

Transcript

Corporate Services SERVICE LEVEL AGREEMENT 2010/11 For ICT Services With the Housing and Social Work Service CONTENTS 1. INTRODUCTION ..................................................................................................................................3 2. CONTACTS AND COMMUNICATIONS...............................................................................................3 2.1 CONTACTING THE ICT SERVICE DESK ..........................................................................................3 2.2 ICT CUSTOMER LIAISON MEETINGS .............................................................................................4 2.3 SLA CONTACTS AND ICT SERVICE ESCALATION CONTACTS ........................................................4 3. THE ICT SERVICE DESK ....................................................................................................................4 3.1 RESOLVING ICT FAULTS (INCIDENTS) ..........................................................................................5 3.2 DEALING WITH ICT SERVICE REQUESTS (CHANGE REQUESTS) .....................................................6 3.3 MANAGING ICT PROBLEMS .........................................................................................................7 3.4 COMPLAINTS, COMMENTS AND COMPLIMENTS .............................................................................8 4. DESKTOP SERVICES .........................................................................................................................9 4.1 NEW STARTS..............................................................................................................................9 4.2 NEW PC’S, LAPTOPS AND OTHER ICT EQUIPMENT.......................................................................9 4.3 REPLACING EXISTING PC’S AND LAPTOPS (CORPORATE PC REPLACEMENT PROGRAMME) .........10 4.4 OFFICE MOVES .........................................................................................................................10 4.5 EQUIPMENT AND MEDIA DISPOSAL ............................................................................................11 4.6 LOSS, DAMAGE AND THEFT .......................................................................................................12 4.7 ICT ASSET RECORDS ...............................................................................................................12 5. SUPPORT FOR OPERATIONAL SYSTEMS .....................................................................................13 5.1 DAY TO DAY RUNNING OF OPERATIONAL SYSTEMS ....................................................................13 5.2 ONLINE ACCESS, BATCH PROCESSING, BACKUPS AND SYSTEMS MAINTENANCE .........................13 5.3 EMAIL ADMINISTRATION AND INTERNET ACCESS MANAGEMENT ..................................................14 5.4 NETWORK SECURITY ................................................................................................................14 5.5 NETWORK ACCESS FROM NON-COUNCIL LOCATIONS/HOME .......................................................15 6. SOFTWARE SOLUTIONS AND SERVICES......................................................................................16 6.1 SOFTWARE CHANGES AND PROJECT MANAGEMENT ...................................................................16 6.2 USER TRAINING ..........................................................................................................................17 6.3 STRATEGY DEVELOPMENT ........................................................................................................17 7. INFORMATION AND RECORDS MANAGEMENT, INFORMATION SECURITY AND DATA PROTECTION SERVICES .....................................................................................................................18 8. PERFORMANCE MONITORING, SLA REVIEW AND ICT CHARGES..............................................18 8.1 PERFORMANCE MONITORING AND SLA REVIEW .........................................................................18 8.2 ICT CHARGES EXPLAINED ........................................................................................................19 Appendix B: Service Levels for ICT Service Desk Calls ...............................................................................21 Appendix C: List of Supported Systems/Services (Services Catalogue) ....................................................24 Appendix D: PC Cost Calculator Charges ......................................................................................................26 Appendix E: ICT Service Organisation and Function Charts (valid on day of issue) ................................27 Appendix F: ICT Customer Care Guidelines...................................................................................................29 Appendix G: ICT Service Desk Reports ..........................................................................................................31 Glossary .............................................................................................................................................................33 File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 1/34 Corporate Services Author: Hilary Birnie, Service Development Analyst, ICT Service, Corporate Services. Revision date Summary of Changes 2009-07-10 2009-09-08 2010-04-15 2010-06-23 2010-08-02 Creation of document. Amendments to document in response to feedback Updated for 2010/11 Updated to reflect staffing changes Updated to reflect team restructure Distribution The approved version of this document is distributed to: Recipient Identification ICTCLG Comments Draft for comment. Any copy of the document outwith the distribution list above is uncontrolled. Description This document contains: a service level agreement for ICT services with the Housing and Social Work Service File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 2/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service 1. Introduction 1.1 This Agreement This Service Level Agreement (SLA) defines the provision of services between the ICT Service and the Housing and Social Work Service (also referred to as the customer Service). This Agreement remains valid until superseded by a revised agreement mutually endorsed by both Services. 1.2 Scope of Agreement The ICT services covered by this agreement are concerned with the provision and maintenance of electronic information systems and an ICT infrastructure to support the Service to meet its business requirements through technology and include: ICT service desk, customer care and account management, desktop support services, network and systems management, ICT strategy and business analysis, database management, software solution evaluation and implementation, software development and support, information security services. 1.3 Customer Service The ICT Service is committed to providing the highest quality of customer services and customer care. The content of this Agreement reflects our customer-focused approach. Our approach to customer care is underlined in our guidelines to ICT staff on appropriate behaviours and attitudes when dealing with our customers. These guidelines are provided, for information, in Appendix F. 2. Contacts and Communications 2.1 Contacting the ICT Service Desk The easiest and best way to contact the ICT Service is via the ICT Service Desk who will deal with all kinds of enquiries and requests related to ICT equipment, software and services. See Section 3 of this SLA for more information about the services that the ICT Service Desk provides. The ICT Service Desk can be contacted as follows: Telephone: (01224) 664000 725 4000 Self Service Portal: Email: Monday to Thursday, 07:30 to 18:30 Friday, 07:30 to 17:00 Follow the ICT Service Desk quick link on the Arcadia home page. Email [email protected]. Contacting the ICT Service Desk What we will do 1. Respond to your contact in a prompt, polite, and appropriate way. What we ask you to do 1. Contact us by telephone, ICT Self Service Portal, email or voicemail and explain your requirements clearly and politely. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 3/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service 2.2 ICT Customer Liaison Meetings The ICT Service arranges regular Customer Liaison Meetings with nominated representatives of the Service concerned to discuss ICT-related issues, including the operation and review of this SLA. There are two kinds of liaison meeting: ICT Operational Liaison: the main purpose of these meetings is to review the operation of ICT services such as fault call resolution, the performance of ICT systems and this SLA. These meetings are usually held quarterly and involve middle managers from both Services. ICT Strategic Liaison: the main purpose is to discuss plans for matching new requirements to ICT-related solutions. These meetings are usually held twice a year and will involve senior managers from both Services. The strategic liaison process is still being developed in conjunction with the Service. In addition, the ICT Service arranges regular meetings of a cross-Service forum called the ICT Client Manager Meeting. This forum discusses a wide range of ICT-related issues across the whole Council. At any one time, a number of Project-based groups and associated meeting arrangements will also be in place. ICT Customer Liaison Meetings What we will do 1. Arrange ICT Customer Liaison meetings. 2. Nominate appropriate ICT Service attendees. 3. Conduct meetings in a polite and responsible way. 4. Take records of the meetings and follow up agreed actions. What we ask you to do 1. Nominate one or more ICT Client Managers as a key Service contact with the ICT Service. 2. Nominate appropriate Service attendees for ICT Operational, ICT Strategic and ICT Client Manager Meetings. 3. Discuss issues at meetings in a polite and responsible way. 4. Cooperate with agreed follow-up actions. 2.3 SLA Contacts and ICT Service Escalation Contacts See Appendix A for a list of ICT Service and customer Service contacts responsible for this SLA. Appendix A also contains a list of ICT Service Contacts who will be pleased to discuss any aspect of ICT services and provide a route to escalate complaints, concerns or problems with ICT services. Functional and organisation structure charts for the ICT service are provided in Appendix E. The ICT Service acknowledges that some Services have Information Systems development teams and that there will be instances where customers will be redirected to the appropriate service specific support team. 3. The ICT Service Desk The ICT Service Desk is the point of contact for all ICT-related service calls (see Section 2.1 for contact details). Service calls typically relate to faults or requests for changes to the supported ICT environment. The ICT Service Desk also deals with all kinds of enquiries and File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 4/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service comments. The ICT Service Desk uses a call logging and contact management system called Assyst to record and administer all calls. The ICT Service Desk provides support for all hardware and software systems bought or used by Aberdeenshire Council in line with the Council’s ICT Asset Management Policy. In many situations, the ICT Service provides support in conjunction with the supplier of the system or an external 3rd party contracted to provide support services. The ICT systems and services particularly relevant to this SLA are listed in Appendix C. 3.1 Resolving ICT Faults (Incidents) An ICT fault occurs when hardware or software that was previously working satisfactorily no longer does so. When the ICT Service is alerted to a fault it is recorded and managed as an “incident”. We make every effort possible to resolve incident calls immediately, at first point of contact. The service level targets for incidents are shown in Appendix B. Each incident call to the ICT Service Desk is allocated a unique call number. Calls can be made by telephone, by accessing the ICT Self Service Portal, by email or by leaving a voicemail. The ICT Service provides a Self Service Portal where users can log their incidents/requests, view the progress of their call, request updates and close the call if they no longer require it. The ICT Service monitors the progress of incident calls, and will escalate their resolution, as necessary, with the appropriate ICT Team Leaders and Managers. For calls that are urgent, customers are advised to contact the ICT Service Desk by telephone in order that their call can be discussed in full at first point of contact. Calls received by email and voicemail are placed in a queue and then logged by the ICT Service Desk. The service level agreement for calls logged by email and voicemail does not start until the call is logged on the Service Desk. By default, the ICT Service Desk will log all incidents at a “Standard” service level. There may be the requirement for an incident to be re-classified to either “High” or “Critical” priority” (see Appendix B for a definition of Critical, High and Standard priority levels). This change normally happens when the extent of the impact on the Council’s business has changed or has been communicated by the Service concerned. This judgement will be made based on the details (and updates) contained in both the original incident and new incidents being logged regarding same issue. The change of priority is performed by the duty Incident Manager who coordinates the management of incident calls being handled by the ICT Service Desk. The Incident Manager may, at any time, be contacted through the ICT Service Desk. If the ICT Service cannot contact the customer to get further details or confirm that the customer is satisfied, the Incident Manager will re-assess the situation. An email will be sent to the customer informing them of any decision taken in respect of their call. Where an incident is resolved but there is an underlying problem a new call is opened and classified as a problem. These are then dealt with through the Problem Management process (see Section 3.3 below). File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 5/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Resolving ICT Faults What we will do 1. Answer ICT Service Desk calls between 07:30 and 18:30 Monday to Thursday and until 17:00hrs on Fridays. At busy times calls are queued and answered in rotation. 2. We will make every effort possible to resolve incident calls immediately, at first point of contact, or within the service level targets shown in Appendix B. 3. Where necessary, arrange with you a mutually convenient time to investigate and resolve the incident. 3.2 What we ask you to do 1. Make basic checks to identify the extent of the incident before contacting the ICT Service Desk. 2. Be available or contactable, to enable the ICT Service to investigate and resolve the incident. 3. Assist the ICT Service employee dealing with your call if the resolution involves a remote connection, a telephone call or a visit. 4. Retain as a reference during all contacts, the unique call number assigned to your incident. Dealing with ICT Service Requests (Change Requests) The ICT Service Desk deals with all kinds of requests from computer users (or their management representatives) for a change to their existing ICT environment. This might involve new hardware or software or changes to existing computer systems (amongst a range of other things that it is not possible to exactly pre-define). The term “requests” also includes requests for information, or advice, or to obtain access to an existing ICT Service. When the ICT Service receive requests for information and advice they are recorded and managed as a “change request” on the ICT Service Desk system. We encourage our customers to use the online Service Request forms accessible through the Self Service Portal. It is very important that change requests are managed effectively. Poor management of changes to the operational ICT environment invariably results in faults occurring and incidents to be resolved being generated. Therefore, the ICT Service applies standardised procedures and processes for efficient and prompt handling of all changes, ensuring that the impact of change-related incidents are kept to a minimum. When we log a change request it is categorised in one of a number of ways (see table below, and Appendix B for more detail) to help ensure that the call is handled appropriately and at the required service level. Many calls will be logged using the Standard service level category. However, after further discussion with the customer it may be that the service level category changes to become Significant, Project or Scheduled Work. Change Category Description Emergency A change must be implemented as soon as possible. Standard A pre-defined change that has a process or procedure behind it Significant The change may cause significant impact to the Council’s business. Retrospective This is used when logging a change that has already happened. Project This is used when handling a larger piece of work. Work Scheduled This is used when a change has no pre-defined service level as the work has been scheduled in agreement with the customer. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 6/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service The service level targets for change requests with a full description of the change categories are shown in Appendix B. Each request call to the ICT Service Desk is allocated a unique call number. Calls can be made by telephone, by following the ICT Self Service Portal from the Arcadia Home Page, by email or by leaving a voicemail. The ICT Service provides a facility through the Self Service Portal where customers can monitor the progress and ask for an update for their request. The ICT Service monitors the progress of request calls, and will escalate their resolution, as necessary, with the appropriate ICT Team Leaders and Managers. Dealing with ICT Requests What we will do 1. Answer ICT Service Desk calls between 07:30 and 18:30 Monday to Thursday and until 17:00hrs on Fridays. At busy times calls are queued and answered in rotation. What we ask you to do 1. Ensure you provide sufficient detail to define the scope and nature of your request before contacting the ICT Service Desk. 2. Although most change requests cannot be dealt with immediately, we will make every effort to resolve calls at first point of contact, if that is possible. Otherwise, we aim to resolve change requests within the service level targets shown in Appendix B. 3. Assist the ICT Service employee dealing with your call if the resolution involves a remote connection, a telephone call or a visit. 3. Where necessary, arrange with you a mutually convenient time to investigate and resolve the change request. 3.3 2. Be available or contactable, to enable the ICT Service to investigate and resolve the incident. 4. Retain as a reference during all contacts, the unique call number assigned to your incident. Managing ICT Problems The ICT Service is committed to achieving solutions to underlying problems in the supported ICT environment. Problems may be identified because of a single significant incident, or a fault keeps recurring or a permanent and effective resolution to a fault cannot be immediately found. Often, temporary “workarounds” are put in place and these serve to flag up that there is a “known error” and an underlying problem to be resolved. The ICT Service aims to minimise the adverse impact of incidents and problems on the Council’s business that are caused by errors within the ICT Infrastructure, and to prevent recurrence of incidents related to these errors. In order to achieve this goal, the ICT Service makes every effort to get to the root cause of faults and then initiate actions to improve or correct the situation for the future. When problems are identified, they are logged on the ICT Service Desk system as such and allocated a unique call number. The ICT Service identifies a role of Problem Manager and this individual works with ICT teams to investigate and resolve problems. A report detailing the problems that are being dealt with is provided to ICT Managers and the ICT Head of Service on a weekly basis for their consideration, and to escalate any further remedial actions. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 7/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Managing ICT Problems What we will do 1. Identify and log recurring faults, known errors and underlying problems in the supported ICT environment. What we ask you to do 1. Cooperate with all reasonable requests for access and other arrangements concerned with resolving ICT problems. 2. Manage identified problems to achieve permanent and effective resolution if at all possible. 3. Escalate a list of problems being managed to the ICT Management Team on a weekly basis. 4. Learn from problem resolution in order to avoid replicating the same or similar errors. 3.4 Complaints, Comments and Compliments The ICT Service wants to make sure that all its services are easy to use and effective and that the people who work for us are polite and helpful. If customers have anything to tell us, whether it is good or bad, we really want to hear from them. Complaints can be communicated to any member of the ICT Service who is expected to ensure that it is logged and dealt with appropriately. However, we advise customers to contact the ICT Service Desk to ensure that the complaint is properly logged and dealt with. If the complaint concerns the ICT Service Desk, the complaint may be escalated to one of the ICT Escalation Contacts listed in Appendix A to this Agreement. You can also contact the ICT Service Desk if you'd like to compliment the ICT Service on things we're doing well, or if you want to suggest how we can do things better. The ICT Service regularly seeks feedback from customers in the form of online surveys. All feedback received is reviewed in order that we may continue to improve the service we offer to our customers. Complaints, Comments and Compliments What we will do 1. Respond politely to your complaint comments. 2. Log your complaint or comment. What we ask you to do or 1. Contact us in person, by telephone, Arcadia or email and explain your complaint or comment clearly and politely. 3. Investigate all complaints and comments. 2. Complete the online feedback surveys. 4. Aim to correct any failures and prevent their recurrence. 5. Inform the ICT Management Team. 6. Seek feedback from users on service provision. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 8/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service 4. Desktop Services The ICT Service supports its customers to procure, install, move, replace and dispose of ICT equipment at the individual “user desktop” level and also in ensuring that new members of staff can use the ICT facilities required for their post. In line with the Council’s ICT Asset Management Policy, the ICT Service takes specific responsibility for the procurement and installation of all ICT hardware and software. This involves ensuring that any items being requested meet the Council’s corporate and technical standards. 4.1 New Starts Where a Service employs a new member of staff (a “new start”) who requires ICT facilities, we ask the customer (typically the line manager) to raise an on-line Service Request using the ICT Self Service Portal. Further communication between the customer Service and the ICT Service may typically take place to confirm requirements. If new ICT equipment is required – for example when the new start is appointed to a new post the ICT Service will ask the customer to confirm available budget for the lease or purchase of the equipment (see section 8.2). In the case of a new PC or laptop the ICT Service will arrange for transfer of budget to meet the costs. Once the ICT facilities are ready, we will agree an installation date with the customer. The ICT Service undertakes to provide the new start with the ICT facilities they require to do their job by the end of their first day in employment, whenever possible. New Starts What we will do What we ask you to do 1. Respond to new start requests in a timely and 1. Request the service at the earliest opportunity to allow realistic scheduling. helpful manner. 2. Seek to understand your full requirements. 2. Make the requests clear and complete to avoid delays whilst clarification is sought. 3. When new equipment and software are required, arrange for a budget transfer (see the 3. Use the online Service Request facility in "PC Cost Calculator” referred to in Section Arcadia for all requests. 8.2). 4. Ensure the required budget is available for all associated new equipment. 4. Re-configure existing ICT equipment or install new equipment to an agreed schedule. 5. As necessary, complete a "PC Cost Calculator" form for new PC’s and laptops. 5. Whenever possible, we will ensure that the ICT facilities required to do the job are available to 6. Agree an installation or re-configuration date the new start on the first day of their for the ICT equipment. employment. 4.2 New PC’s, Laptops and Other ICT Equipment Where new ICT equipment (PC’s, laptops, Blackberry devices, scanners, printers, etc) is required, the customer is asked to raise an on-line Service Request in Assyst with sufficient initial detail to enable the ICT Service to understand the request and to propose an appropriate File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 9/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service technical solution (or options) with estimated costs. Further communication between the customer and the ICT Service may typically take place to confirm requirements. Once a specification and appropriate technical solution is agreed, the customer is asked to raise an order for the item using the Council’s “i-procurement” system. Once the order is approved by the customer budget holder the order is sent to the ICT Service for approval and then processed. The invoice will be sent to the purchasing Service for payment. Once the items are delivered, an installation schedule will be agreed. Note that most items will be delivered to the ICT Service for asset marking prior to installation. New PC’s, Laptops and Other ICT Equipment What we will do What we ask you to do 1. Respond to new ICT equipment requests in a 1. Request the service at the earliest opportunity timely and helpful manner. to allow realistic scheduling. 2. Seek to understand your requirement and 2. Make the requests clear and complete to avoid provide a fully costed proposal. delays whilst clarification is sought. 3. Where other work is required, including cabling, 3. Use the online Service Request facility in the relevant ICT team who will check that the Arcadia for all requests. necessary infrastructure is in place and will 4. Be aware that all requests should be in line advise on what may require to be done. with corporate and Service ICT strategies 4. Install the equipment to an agreed schedule. 5. Be aware that the Service ICT Client Liaison Manager is responsible for approving Service requests. 6. Ensure that the required budget is available. 7. Raise an appropriate purchase order and pay the subsequent invoice. 8. Agree an equipment. 4.3 installation schedule for the Replacing Existing PC’s and Laptops (Corporate PC Replacement Programme) Most PCs and laptops used in Council offices are on a Corporate PC replacement programme and replaced by the ICT Service on a scheduled basis (currently, every 4 years). Replace Existing PCs and Laptops What we will do 1. Liaise with the Service and the specific equipment users concerned to ensure that replacement plans and any special requirements are understood and agreed. 2. Replace the equipment to an agreed schedule and with the minimum of disruption. 4.4 What we ask you to do 1. Cascade information about equipment replacement plans to Service employees as appropriate. 2. Cooperate with all reasonable requests for access and other arrangements concerned with the equipment replacement process. Office Moves The ICT Service assists its customers to make “office moves”, ensuring that access to ICT systems and facilities is transferred to the new location with the minimum of disruption. It is File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 10/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service always best to provide as much prior notification of office moves as possible and customers are asked to contact the ICT Service about a proposed move as soon as possible to ensure that sufficient resources are available when required and that the new workplace has the required ICT infrastructure. During the move operation itself, the ICT Service will disconnect and reconnect PC’s and other ICT equipment used by individual employees but is not responsible for physically moving the items. Our Service customers are advised to liaise with the Property Service and the Council’s Health and Safety Service to ensure effective co-ordination of the work involved in office moves and to arrange uplift and carrier services. Office Moves What we will do 1. Respond to “office move” requests in a timely and helpful manner. 2. Review ICT infrastructure requirements and identify any required changes at the new workplace site, e.g. new cabling, power etc. 3. To an agreed schedule, disconnect and reconnect customer PC’s and associated ICT peripheral equipment. What we ask you to do 1. Request the “office move” service at the earliest opportunity to allow realistic scheduling. 2. Make the requests clear and complete to avoid delays whilst clarification is obtained and site surveys are undertaken. 3. Use the online Service Request facility in Arcadia for all “office move” requests. 4. Contact Property and Health and Safety to agree all aspects of the move. 5. Agree an ICT-related schedule and work plan for the move. 4.5 Equipment and Media Disposal The ICT Service will arrange to dispose of redundant ICT equipment and media in compliance with Council policy and relevant environmental protection legislation. Services should not attempt to remove or dispose of any unwanted ICT equipment themselves. The ICT Service Desk will respond to requests to remove redundant equipment, and will arrange a mutually convenient time with the Service when this can be done. The ICT Service will update the ICT asset register and software licence records as required. All electronic storage systems are an ICT asset of the Council. In addition to potentially having a financial value to the Council they may contain sensitive Council information that is retrievable after normal deletion of data. Note that this includes CDs, DVDs, Floppy Disks, Zip Disks, Tapes (Video, Audio, Data), USB flash drives and other electronic storage devices such as external hard drives and memory cards. In these cases, the ICT Service undertakes to manage the secure destruction of data and associated disposal or re-use of the equipment. Equipment and Media Disposal What we will do 1. Respond to equipment and media disposal requests in a timely and helpful manner. What we ask you to do 1. Request the disposal service at the earliest opportunity to allow realistic scheduling. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 11/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Equipment and Media Disposal What we will do 2. Arrange a mutually convenient time for decommissioning and disposal. 3. Provide an estimate of any costs involved, e.g. uplift, carriage, external environmental disposal service. 4. Arrange environmental disposal services as required and manage any associated secure destruction of data. What we ask you to do 2. Use the online Service Request facility in Arcadia for all requests and complete the associated ICT Equipment Disposal Form when requested. 3. Provide a financial code for any disposal costs incurred. 5. Update the Council’s ICT asset register. 4.6 Loss, Damage and Theft The ICT Service will assist its customers to deal with situations where ICT equipment has been lost, damaged or stolen. A call should be logged with the ICT Service Desk providing as much detail as possible of the equipment concerned, i.e. Service, location, asset number, manufacturer, model and serial number, installed software. The call will be assigned to the relevant ICT Service Team to coordinate replacement or repair, as required. The ICT Service will update the ICT asset register and software licence records. Loss, Damage and Theft What we will do 1. Respond to equipment loss, damage and theft notifications and any associated replacement requests in a timely and helpful manner. 2. Arrange repair or replacement as appropriate. 3. Update the Council’s ICT asset register. What we ask you to do 1. Report loss, damage and theft of ICT equipment by contacting the ICT Service Desk as soon as possible after the event. 2. Provide as much detail as possible of the equipment concerned. 3. Identify any requirements for replacement equipment and provide a financial code for the procurement. 4.7 ICT Asset Records The ICT Service maintains an accurate record of the council’s ICT assets (hardware and software) in the ICT Service Desk “Assyst” system. Good ICT asset records are essential, not only to comply with the Council’s Financial Regulations but also to assist with providing support for ICT hardware and software items. The ICT Asset Administrator is responsible for keeping the appropriate records up to date. The ICT asset administration service relies on our Service customers following the Council’s ICT Asset Management Policy for the acquisition, movement and disposal of ICT hardware and software. The ICT Service uses special monitoring tools to identify software being used on PC’s linked to the Council’s network and can match this against the record of licences purchased. To ensure that the Council complies with software copyright legislation, unlicensed software must be removed or a licence purchased. The ICT Service is a member of the Federation Against File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 12/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Software Theft (FAST) and undertakes to hold software licences and to maintain software license records in the ICT Assets Register. Reports listing the ICT assets used by Services are available on request from the ICT Service Desk. ICT Asset Register What we will do 1. Maintain an accurate record of the Council’s ICT assets. 2. Provide asset reports on request. What we ask you to do 1. Cooperate with the ICT service in complying with the Council’s Financial Regulations and ICT Asset Management Policy for the acquisition, movement and disposal of ICT hardware and software. 5. Support for Operational Systems 5.1 Day to Day Running of Operational Systems The ICT Service designs, implements and maintains an ICT infrastructure that supports the Council’s corporate systems such as email and the individual “business systems” for each Service. The main elements of the ICT infrastructure are data networks and server computers that provide the basis for software applications and their related databases to “run” or operate on a day to day basis. All the main operational server computers (currently over 200) operate from a twin data centre setup at Woodhill House. The ICT systems and services particularly relevant to this SLA are listed in Appendix C. 5.2 Online Access, Batch Processing, Backups and Systems Maintenance The Council’s electronic information processing systems are normally operational and can be accessed online at all times outside their “backup window” time slots. The ICT Service arranges for backup copies of data to be taken on a daily basis and for those backups to be transferred to a backup library at the Council’s Viewmount office in Stonehaven. During the backup process, normal online access and “batch” data processing operations are generally not available. The times when backups are taken (the so-called “backup window”) are shown below for the two main types of server environments in operation within the Council Backup: UNIX-based Server Systems Day of week Tue – Fri Saturday Backup Window 00:00-06:00hrs for daily back ups 00:00-08:00hrs for weekly back ups 19:00–07:00hrs for monthly back ups File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 13/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Backup: Other Server Systems, e.g. Windows Server based Note: these backups do not always prevent data processing. Day of week Mon – Fri Saturday Backup Window 20:00–04:00hrs 00:00-08:00hrs for weekly back ups 19:00–07:00hrs for monthly back ups Essential Maintenance Time slots Service Day General Maintenance Wednesday External Internet Provider Tuesday Time 18:00hs – 20:00hrs 08:00hrs – 09:00hrs The ICT System Status link on the home page of Arcadia provides information about planned maintenance work. Except in emergencies, the ICT Service will consult and agree on planned “downtime” for operational systems. 5.3 Email Administration and Internet Access Management The ICT Service administers the Council’s email system, including:
Adding and removing mail accounts.
Managing mail groups and access control.
Managing the filters for unwanted mail (“spam”).
Managing email archives. Corporate guidance for working with email efficiently along with advice on handling unwanted mail messages is provided on Arcadia. In the interests of good management and efficiency, our Service customers are requested to ensure that their employees are aware of the guidance, understand it and to take appropriate action when it is not adhered to. The ICT Service also administers the Council’s Internet Access systems and uses web filtering software (currently WebMarshal) to manage access to web sites through the corporate ISP (Internet Service Provider - currently Super-Janet, the higher education network provider). The software categorises web sites, and enable access control to be better managed. On behalf of the corporate Information Security Management Group, the ICT Service assists with implementing the following controls:
General web filtering software settings
Guidelines for exemptions (site / group / person)
Enabling group and specific exemptions within guidelines Contact the ICT Service Desk for all issues related to Email Administration and Internet Access. 5.4 Network Security The ICT Service is responsible for the technical elements of ICT security, including:
Maintenance of anti-virus and other security software on server computers, PCs, the data network and network gateways to the Internet. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 14/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service
Administration of network user access control, e.g. Active Directory.
Investigation of ICT-related security concerns and breaches. Network Security What we will do 1. Anti-virus software virus definition files on PCs will be updated within 24 hours of receipt. 2. New network access user accounts for employees will be handled through the New Starts process (see Section 4.1). 3. Redundant network access user accounts will be disabled and access will be provided to Service line managers to facilitate clearance of messages and files on the redundant accounts. 4. Reported security incidents will be logged and investigated promptly (see also Section 7). 5.5 What we ask you to do 1. Contact the ICT Service Desk to request network access accounts for new users avoiding at all costs the re-use of a predecessor’s account. 2. Notify the ICT Service Desk promptly when someone leaves, so that proper security controls can be applied to user access accounts. 3. Report all information security incidents (for example, possible data access breaches, threats, weaknesses or errors) to the ICT Service desk for investigation. Network Access from Non-Council Locations/Home The ICT Service fully supports the operation of council computers, printers and software, and secure network connections (Virtual Private Network - VPN) provided by the Council and set up by the ICT Service for the use of Council employees at their home or other non-Council locations. Where a Council computer is used as above for approved VPN access to Council information systems but a non-Council (e.g. personal) wireless router and ISP connection to the Internet is used, the ICT Service will provide support for the connection on a “best endeavours” and advisory basis only. Where non-Council equipment and a non-Council connection is used for approved VPN access to Council information systems, the ICT Service can only provide limited support for the connection on an advisory basis. Network Access from Non-Council Locations/Home What we will do What we ask you to do 1. Fully support Council equipment and Council1. Coordinate the approval and planning for all provided connections from home and other requests (individual or groups)for network non-Council locations. access from non-Council locations/home through your ICT Client Manager. 2. Provide a “best endeavours” and advisory service for the approved use of Council 2. Contact the ICT Service Desk with all equipment with non-Council data connections. enquiries, requests and faults associated with network access from non-Council 3. Provide an advisory service for the approved locations/home. use of non-Council equipment with non-Council data connections 3. Comply with Council Policies for Flexible Working/Teleworking and Information Security. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 15/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service 6. Software Solutions and Services The ICT Service supports the implementation and enhancement of the Council’s “business” software systems. The ICT Service also assists with the development of ICT strategies, providing internal consultancy, analysis of requirements, specification and commissioning of solutions, project management and post-implementation review. These activities are characterised by the following:
Undertaken by ICT staff who typically have a close understanding and knowledge of the Service “business areas”.
Carried out in accordance with an appropriate application of best practice project management standards (e.g.PRINCE2)
Prioritised according to their relative importance, balancing both individual Service and corporate requirements (the ICT Service is developing a Corporate Change Advisory Board function at Council Management Team level to assist with confirming priorities). Putting in place a software-based solution typically involves the evaluation of packaged software and new technologies against business requirements, leading to procurement support, customisation, testing, implementation and an agreed level of ongoing support. This often also includes the configuration and management of associated database systems (e.g. based on Oracle and MS SQL Server) to ensure required availability and performance. 6.1 Software Changes and Project Management In many situations, the ICT Service provides support for software and software changes in conjunction with the supplier of the system or an external 3rd party contracted to provide support services. Although externally sourced software packages are extensively used, the ICT Service develops software for a variety of purposes, including system interfaces. Software Solutions and Services – Software Change Requests What we will do What we ask you to do 1. Respond to software change requests in a 1. Request enhancements and other changes to systems at the earliest opportunity to allow timely and helpful manner. realistic scheduling. 2. Seek to understand your requirement and agree a proposed solution with you. 2. Make the requests clear and complete to avoid delays whilst clarification is sought. 3. Liaise with the external software supplier or support organisation, as necessary, for 3. Use the online Service Request facility in technical advice or to commission customised Arcadia for all requests. development work. 4. Agree a schedule and work plan for the 4. Test and implement the agreed software implementation of changes and cooperate with all reasonable requests for assistance with change to an agreed schedule. setup and testing etc. The ICT Service provides project management skills, in association with business and systems analysis skills, to assist Services to implement their software and technology solutions. Typically, project management techniques are best applied to initiatives that involve significant cost and/or resource input and where there are significant business risks to be managed. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 16/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service These criteria will be discussed with the Service(s) concerned before an agreement is reached on the level of project management and project organisation that is appropriate. Software Solutions and Services – Project Management What we will do What we ask you to do 1. Agree the project scope and requirements. 1. Apply appropriate quality standards (typically based on PRINCE2) to all tasks undertaken. 2. Agree to manage the project through a Project Board, or similar, chaired by a senior customer 2. Acquire a proper understanding of the project brief. Service representative. 3. Estimate costs, timescales and resource requirements for a successful project. 3. Provide appropriate staff resources to join the Project Board and Project Team. 4. Ensure that realistic project and quality plans are prepared. 4. Provide funding, as required and agreed, for externally sourced hardware and software to support the agreed solution. 5. Monitor costs, timescales and resources used, and take appropriate action. 6. Gain agreement for revisions to the project from the Project Sponsor/Board. 7. Produce appropriate documentation to support all project processes. 8. Ensure that projects are reviewed so that lessons can be learned. 5. Agree a schedule and work plan for the project and cooperate with all reasonable requests to assist with project activities, principally involving agreeing requirements and system testing. 6. Agree on “Project Success” factors to be measured at the conclusion of the project. 9. Use a “Project Success” indicator to measure how well the project has met its objectives. 6.2 User Training The ICT Service works with its Service customers and the Council’s Human Resources Service Development and Training function to devise and agree appropriate training for software systems. The ICT Service does not typically provide user training in respect of the software systems it implements or supports. 6.3 Strategy Development The ICT Service is responsible for leading the development of the Council’s “Strategy for Exploiting ICT” and the development of the Council’s “ICT Technical Strategy”. The Strategy for Exploiting ICT demonstrates how ICT can support the key business priorities of the Council and the ICT Technical Strategy lays out the technological structure required to support the business strategy. This is done in conjunction with Services and the Council’s Strategic Management Team to ensure a joined up approach and best use of resources. As part of the further development of the strategic liaison process (see Section 2.2) the ICT Service will work with Services to build individual Service ICT strategies in line with the Council’s Strategy for Exploiting ICT. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 17/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service 7. Information and Records Management, Information Security and Data Protection Services The ICT Service provides Information and Records Management, Information Security and Data Protection services as follows:
Policy development and review
Advice and consultancy
Monitoring and investigation of policy and legal compliance
Manage Data Protection Registration and Subject Access Requests
Promotion and awareness raising of Records Management, Information Security and Data Protection
Support for implementation of Electronic Document and Records Management System Information and Records Management, Information Security and Data Protection Services What we will do What we ask you to do 1. Provide guidance on Information and Records 1. Ensure that your employees are aware of the Management, Information Security and Data policies and codes of practice. Protection. 2. Follow the guidance given in the policies 2. Provide relevant policies and codes of practice 3. Actively promote the work of the ISMG and for Information and Records Management, RMG Information Security and Data Protection. 4. Ensure all your projects include a risk 3. Assist with authorised monitoring and assessment. investigation of the use of Council facilities. 4. Chair the Information and Security Management Group (ISMG) and Records Management Group (RMG). 5. Work with Services to minimise any risks. Contact the Information and Records Manager for all issues related to Information and Records Management and the ICT Service Desk for all issues related to Information Security and Data Protection (latest contact details in the Arcadia Phone Directory). 8. Performance Monitoring, SLA Review and ICT Charges 8.1 Performance Monitoring and SLA Review The ICT Service will report on Service-specific performance related to this SLA on a quarterly basis. As a minimum, performance reports will reflect the performance indicators (PI’s) that the ICT Service reports to the Council’s Policy and Resources Committee as follows:
% level of customer satisfaction with ICT services
% of customers satisfied or very satisfied with the New Starts service File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 18/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service
% of ICT Service Desk calls when a service is restored within the timescale agreed
% level of project success evaluations
% availability of 10 key application services against their agreed service times (in progress) See Appendix G for a list of standard reports available from the ICT Service Desk. Other reports and performance measures will be discussed and agreed with the customer Service concerned as and when requested. This SLA will be reviewed at ICT Operational Liaison meetings (see Section 2.2). The purpose of the review will be to discuss:
Service achievements in the period;
Specific problems or trends which are apparent;
Actions necessary to remedy problems and improve service delivery; and
Requested or planned changes to the scope and content of the SLA. If there are any issues which the review fails to resolve these may be escalated to the ICT Head of Service and a senior manager from the customer Service to discuss. 8.2 ICT Charges Explained The ICT Service does not directly charge its customers other than to pass on external and/or additional costs that were not allowed for in the ICT Service Revenue or Capital budgets. The most common direct charging mechanism relates to the financing of new PC’s and laptops, including software, and associated installation and decommissioning costs. This is referred to as the “PC Cost Calculator” and is detailed in Appendix D. All other occasions when direct charges are proposed by the ICT Service to cover external and/or additional costs (e.g. new hardware and software, project-related temporary additional staffing, unplanned overtime, etc) will be discussed and agreed with a responsible manager and budget-holder in the customer Service before proceeding. ICT Charges What we will do 1. Only re-charge external and/or additional costs that were not budgeted for. 2. Publish our standard direct charges, e.g. the “PC Cost Calculator”. What we ask you to do 1. Agree charges, where appropriate. 2. Pay promptly or arrange appropriate budget virement when billed for direct charges. 3. Agree all other direct charges as they arise. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 19/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Appendix A: SLA Contacts and ICT Escalation Contacts ICT Service Contacts Name Title Telephone Number Alison Mackenzie ICT Services Team Leader 01224 664080 Andy Garden ICT Services Team Leader 01224 664303 Mike Anderson ICT Support Leader Areas (Peterhead) 01224 665957 Housing and Social Work Customer Service Contact Name Title Telephone Number Amanda Roe Information Systems Manager 01651 871255 ICT Service Escalation Contacts* Name Title Ian Ruddick 1 1 01261 813353 1 01569 768264 1 01224 665957 Graeme Willox ICT Support Leader - Areas (Inverurie) ICT Support Leader - Areas (Banff) ICT Support Leader - Areas (Stonehaven) ICT Support Leader - Areas (Peterhead) ICT Support Leader - Aberdeen Telephone Number 01467 628510 1 01224 664468 Alison Mackenzie ICT Services Team Leader 2 01224 664080 Andy Garden ICT Services Team Leader 2 01224 664303 Martin Jamieson ICT Services Manager 3 01224 664200 John Mackenzie Head of Service 4 01224 664317 Sandy Baird Andy Wilkins Mike Anderson Escalation Level *Contact these people to escalate concerns or problems with ICT services. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 20/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Appendix B: Service Levels for ICT Service Desk Calls Service Levels for Incident Resolution* • • Priority Resolution Escalation 1 Escalation 2 Escalation 3 SLA Breach Critical 4 Hours 1 hour 2 Hours 3 Hours 4 Hours High 8 Hours 2 hours 4 Hours 6 Hours 8 Hours Standard 16 Hours 4 hours 8 Hours 12 Hours 16 Hours *Service level resolution timings are based on the hours from 09:00 until 17:00. ICT will endeavour to meet these targets however if a response is required from a third party it will depend on the Operating Level Agreement (OLA) we have with them. *Service level resolution timings for incident calls logged by email and voicemail start once the details have been added to Assyst. If the call is urgent it should be logged by telephone or via the self-service portal. Priority Definition Critical Critical is used for calls where a service has failed completely and no work around is currently available. It is also used for calls involving a computer virus, child protection and welfare systems, and other emergency or similar situations as discussed and agreed with the customer Service. High High is used for calls when a service is unavailable and business is significantly disrupted with approximately 20% or more users of the system affected or a service has failed completely but a work around is available. It is also used for other highly important situations as discussed and agreed with the customer Service. Standard Standard is used for calls when part of a service is unavailable, but this does not significantly disrupt business or a fault is affecting a single item of equipment or single user. Incidents: Notification and Escalation Automated emails will be sent at the following points during the life on an incident: Critical and High: - Initial Logging: ICT Support Leaders / Project Leaders / System Administrators - Escalation 2: ICT Managers - Escalation 3: Head of ICT Service Standard: - Initial Logging: No email - Escalation 2: ICT Team Leaders - Escalation 3: ICT Team Leaders No automated emails are sent to the ICT Management Team (ICT Managers and Head of Service) for a Standard Incident. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 21/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Service Levels for Change Request Resolution* Seriousness Level Resolution Escalation 1 Escalation 2 SLA Breach Emergency 8 Hours - - 8 Hours Standard 80 Hours (10 Days) 56 Hours (7 Days) 72 Hours (9 Days) 80 Hours (10 Days) Significant 160 Hours (20 Days) 112 Hours (14 Days) 144 Hours (18 Days) 160 Hours (20 Days) Retrospective No Timings - - - Project No Timings - - - Work Scheduled Required by Date - - - • • *Service level resolution timings are based on the hours from 09:00 until 17:00. ICT will endeavour to meet these targets however if a response is required from a third party it will depend on the Operating Level Agreement (OLA) we have with them. *Service level resolution timings for incident calls logged by email and voicemail start once the details have been added to Assyst. If the call is urgent it should be logged by telephone or via the self-service portal. Seriousness Level Emergency Definition A change must be implemented as soon as possible. This change may be to resolve a major incident, apply a security fix or apply an application software fix to resolve a software failure. Prior to an emergency change being implemented it must be scheduled by the ICT Forward Schedule of Change (FSC) Group or, if that is not practical, the ICT Management Team. Standard A pre-defined change that has a process or procedure behind it. These are seen as being straightforward and low risk to the Council’s business. Standard Changes can be split into two categories: 1. Change: This is a record-keeping change where we modify the details we hold about an ICT asset (what we call a Configuration Item (CI)) within the ICT Service Configuration Management Database (CMDB). Examples of this would be change of PC monitor type, a server memory upgrade or a new Oracle database. In many cases these changes may be logged because of another request that has been received or as part of a project. 2. Service Request: Service Requests are when a customer is requesting access to, or use of, an existing ICT service (e.g. new start, new PC or software installation). Significant The change may cause significant impact to the Council’s business, therefore these changes have to be scheduled by the ICT Forward Schedule of Change (FSC) Group or, if that is not practical, the ICT Management Team. When a Significant Change is logged the FSC Group carries out checks on the following prior to approval: File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 22/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Seriousness Level Definition
Service Affected: Details of the (ICT) services that may be affected by the change.
Implementation Plan: Plan on how the change is to be implemented
Back-Out Plan: Plan detailing back-out procedure if the implementation doesn’t proceed as planned. Examples of a possible Significant Change are - server replacement, reconfiguration of a network main node, major upgrade to a key business software application. Retrospective This is used when logging a change that has already happened. For future support purposes, it is important that all changes are recorded even if they have already taken place. Project This is used when handling a larger piece of work. A change logged as a Project may have other changes linked to it that may be either a Standard or Significant Changes. An example of this would be a project for a new software application which needs a new server, upgrade to an existing application because of integration between the two applications. Work Scheduled This is used when a change has no pre-defined service level as the work has been scheduled in agreement with the customer. Changes are never initially logged under this category as they require follow-up discussion and agreement with the customer. Change Requests: Notification and Escalation Automated emails will be sent at the following points during the life of a change request: Standard: - Initial Logging: No Email - Escalation 2: ICT Support Leaders / Project Leaders / System Administrators - SLA Breach: ICT Team Leaders Non-Standard: - Initial Logging: No Email - Escalation 2: ICT Forward Schedule of Change Group* - SLA Breach: ICT Forward Schedule of Change Group * A group of all the ICT Service Team Leaders, chaired by the ICT Infrastructure Manager. Acts as an operational “Change Advisory Board” (CAB) and has the role of reviewing and accepting planned changes to the operational ICT environment File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 23/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Appendix C: List of Supported Systems/Services (Services Catalogue) ICT Services Catalogue Carefirst Service Ccas Service E-Care Data Sharing Service E-Sentinel Service Housing Service Arcadia Lite Service Arcadia Service Asset Management Service Assyst Service Blackberry Service Bodet Service Business Objects Service Citrix Service Comino Service Data & File Service Database Service Desktop Service Email Service Environment Service Financials Service GGP Service GSX Service HAGGIS Service IGrasp Service Instant Messaging Service Internet Service Iprocurement Service Knowledgebase Service Mapping Service Owner Description [under development, will describe, very briefly, each service in plain language] HSWK HSWK “ HSWK “ HSWK “ HSWK “ “ CORPORATE CORPORATE “ CORPORATE “ CORPORATE “ “ CORPORATE CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ CORPORATE “ “ CORPORATE File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 24/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service ICT Services Catalogue Owner Description [under development, will describe, very briefly, each service in plain language] Microsoft Access Service CORPORATE Network Service CORPORATE “ New Development Service CORPORATE “ Printing Service CORPORATE “ Projector Service CORPORATE “ “ Remote Access Service CORPORATE Scanning Service CORPORATE “ “ Security Service CORPORATE “ Server Service CORPORATE Smallworld GIS Service CORPORATE “ Survey Monkey Service CORPORATE “ “ Telephony Service CORPORATE TRIM Service CORPORATE “ User Service CORPORATE “ Video Conferencing Service CORPORATE “ Website Service CORPORATE “ “ Whiteboard Service CORPORATE File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 25/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Appendix D: PC Cost Calculator Charges In June 2003 the Council’s Management Team agreed that the ICT Service required additional resources to meet the demand from Services for installation and de-commissioning work relating to Service-funded PC's. The template shown below is completed during discussion with Service ICT Client Managers in order to calculate hardware, software, services and recurrent costs. Option A is the preferred Option allowing a more streamlined approach to the operational and financial aspects. The other options may be used as discussed and agreed with Service ICT Client Managers depending on the particular circumstances. Latest PC/Laptop/etc prices are published on Arcadia. Opt ion A: Plann ed PCs to b e add ed to rolling Corpo rate PC rep lacement p ro gramm e. Cost Un it s Hardwar e Co st per u nit Hardware Units £0.00 0 £0.00 New installation 2 hours @£20 per hour* £40.00 1 MS Office Software £0.00 0 £0.00 Existing PC cascade installation 2 hours @ £20 per hour* £40.00 Other Costs H/W £0.00 0 £0.00 Other costs typically for Hardwar e £0.00 0 £0.00 description - eg - Memory and peripher als Other Costs S/W £0.00 0 £0.00 Other costs typically for S/W. £0.00 0 £0.00 £0.00 Hardwar e charge @ 27.5% of lease cost £0.00 0 £0.00 Vired to ICT budget - years 1 - 4 £30.00 0 Total £0.00 To tal Cost *Managed Service charge £30 per year Total Comm en ts £0.00 Required £0.00 T otal annual charge vired to ICT budget £0.00 Vired to ICT budget - years 1 - 4 £0.00 T otal one-o ff ICT charge for Installation, Cascade, External services an d other Costs £0.00 Opt ion B : BOUGHT PCs not added to C orporate replacement prog ramme (outright purchase b y Service) Cost Un it s Hardwar e Hardware Units Co st per u nit £0.00 0 £0.00 New installation 2 hours @£20 per hour £40.00 1 MS Office Software £0.00 0 £0.00 Existing PC cascade installation 2 hours @ £20 per hour £40.00 Other Costs H/W £0.00 0 £0.00 Existing PC disposal £20.00 0 £0.00 Required Other Costs S/W £0.00 0 £0.00 Other Hardware costs £0.00 1 £0.00 Total £0.00 To tal Cost £0.00 Other Sof tware costs **Managed Service charge - one off char ge of £120.00** Total Comm en ts £0.00 Required £0.00 £0.00 0 £120.00 1 £0.00 ICT char ge for other costs £120.00 Required File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 26/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Appendix E: ICT Service Organisation and Function Charts (valid on day of issue) File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 27/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Director of Corporate Services Head of ICT O verall Servic e Direction & Coordination ICT Services Manager ICT Infrastru cture Manager ICT Strategy Manager Customer First Programme Manager Servic e Level/Acc ount Managem ent/ Customer Liaison Ser vic e Design & Development IC T Technical Architecture Capac ity M anagem ent Change Management Strategy Developm ent Inform ation Sy stems Architecture CF Projects Team L eader (Service Desk – HQ) •Le vel 1/2 Support (Central) •IC T Service Des k •Incident Res olution •Routine Changes •New Starts •ICT Service Developm ent •Incident Management •Configuration & Asset Management •Routine Data Centre/ Bac kups (HQ) Team Leader (Service Desk - Areas) •Level 1/2 Support (Dis tributed) •ICT Servi ce Desk •Inc ident Resolution •Routine C hanges •Integrated Schools Support •Problem M anagem ent •Routine Data C entre/ Back ups (Areas ) Service Support Officer (Office Services Unit) •Admin/Clerical •Budgetary Control •Information & Rec ords M anagem ent Team Lead er (Servers & Networks) •Level 2/3 S upport •Server Sys tems s/w •Storage •Networks •Availability Management •ICT Service C ontinuity Team Leader (Desktop Infrastructure) •Level 2/3 Support •PC sys tems s/w •PC Build/Roll-out •PC Sys tem s s /w •Desk top Proc urem ent Information Security Officer (Info Security Unit) Team Leader (Information Services) •Level 2/3 Support •Pack ages s/w •In-House s /w •Applic ation Management •Releas e Managem ent •Databas e Management Team Lead er (Project Services) •N ew Initiatives •Bus iness Analys is •Option Appraisal •Pac kaged s /w •In-Hous e s/w Projec t Management Standards s/w = software •Information Security •Data Protection File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 28/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Appendix F: ICT Customer Care Guidelines We will always endeavour to:
Understand the needs of our customers
Meet customer expectations and explain when we cannot
Treat customers as we would wish to be treated ourselves VISITING YOUR WORKPLACE We will always do our best to:
Make an appointment
Communicate with you clearly and often
Avoid or explain technical jargon
Be polite and helpful
Understand the impacts of our work on your service and take steps to minimise disruption
In our work we will – plan what to do, do what we plan, test the results, confirm them with you and then tidy up before leaving
Conclude every visit with a verbal confirmation (or written note) of work done and any plans for future actions TELEPHONE CALLS We will always do our best to:
Answer promptly and return calls promptly
Establish who you are and communicate our identity
Assume the matter is important to you
Avoid or explain technical jargon
Stay calm and polite
Take care to pass on messages and successfully re-direct calls
Deal with the matter there and then or communicate clearly the next steps we will take MEETINGS We will always do our best to:
Agree with you the purpose of the meeting
Arrange a mutually convenient time and place
Keep to the point and cover the agenda
Avoid or explain technical jargon
Encourage all participants to contribute
Confirm with you clear decisions and responsibilities
Take appropriate notes or minutes File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 29/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service CORRESPONDENCE We will always do our best to:
Be clear and concise
Use simple words, short sentences and short paragraphs
Use bulleted and numbered lists where appropriate to aid clarity
Avoid negativity and blame
Reply promptly and, in any case, acknowledge your letter within 5 working days
Avoid or explain technical jargon ELECTRONIC MESSAGES We will always do our best to:
Be brief and to the point, but
Take extra care to be friendly and polite
Explain, rather than just announce
Advise (and apologise) in advance for loss of service
Avoid or explain technical jargon REPORTS We will always do our best to:
Use plain language and ensure grammar and spelling is right
Use as few words as possible to get our meaning across
Avoid or explain technical jargon
Follow standard Council or ICT Service layouts
Care for the quality of presentation without going over the top
Use titles, version numbers, dates and page numbers on headers and footers PROJECTS We will always do our best to:
Apply quality standards (typically based on PRINCE2) to all tasks undertaken
Acquire a proper understanding of the project brief
Estimate costs, timescales and resource requirements for a successful project
Ensure that realistic project and quality plans are prepared
Monitor costs, timescales and resources used, and take appropriate action
Gain agreement for revisions to the project from the Project Sponsor/Board
Produce appropriate documentation to support all project processes
Ensure that projects are reviewed so that lessons can be learned CONCERNS AND COMPLAINTS We will always do our best to:
Log your complaints and follow our complaints procedure
Inform senior managers about your complaint
Investigate all your concerns and complaints
Take care to explain and communicate at every opportunity
Correct any failures and prevent their recurrence File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 30/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Appendix G: ICT Service Desk Reports Ref Service Desk Report Name 1 Total Calls Logged and Closed by Analyst Combined 2 Service Desk 2nd Level Calls 3 Performance Indicators by Team 4 Stop Clock 5 Major Incidents 6 Re-Opened Calls 7 SLA's 8 Availability 9 Open Problems 10 Performance Indicators by Service Customers 11 Daily Calls Logged 12 Types of Call Resolved by 2nd Level 13 External Supplier SLAs 14 Insurance Report 15 Complaints and Compliments 16 New Starts Performance Indicators 19 Training Description Total number of calls logged and closed by Service Desk first level analysts. Number of current open calls assigned to Service Desk second level teams, detailing calls within and outwith the SLA. Number of calls assigned to the ICY second level teams and includes an analysis of calls opened, closed and stopped outwith and within the SLA. All open calls where the stop clock action has been taken and the clock has not been started. Its purpose is to prompt teams to review all calls with this action against them. Details of calls logged in Assyst as a major incident. Details of all calls that were re-opened within the last month including the reason that the call was re-opened. All calls logged which have reached the escalation level and breached SLAs. Call details where service downtime occurred. Contains both a summary and details of all open problem calls including all actions taken against them. Number of calls logged by Service Customer. Includes an analysis of calls opened, closed and stopped outwith and within the SLA. Total number of calls logged in Assyst broken down into call type. Calls closed at 2nd level detailing call closure category. Calls logged and assigned to external suppliers which have reached escalation levels and breached SLAs. Unified Register Report containing details of equipment in Server Rooms for insurance purposes. All complaints and compliments logged in Assyst. New Starts statistics Report for Development and Training detailing when calls are closed with User Training Category 20 Calls Logged via Self Service All calls logged by customers using the Assyst Self Service Portal. 24 Calls Logged by Event Source 25 Current Open Calls per Assigned User 26 Time on Calls 30 Calls Logged per Hour Number of calls logged by event source in Assyst. All open calls assigned to an individual ICT team. 31 SDMI First Level Report 32 Calls Logged Outside Hours Total amount of time spent on individual Assyst calls. Total calls logged each day per hour and per 30 minute period. Manual report. This report shows a statistical analysis of Service Desk 1st level calls. Details of calls that were logged into Assyst either before 08:30 or after 17:00. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 31/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Ref Service Desk Report Name 33 First Level Assyst 34 Feedback – Incidents 35 Feedback – Change Requests 36 Customer Update Required Description Total number of calls assigned by ICT team. This report assists in production of figures used in SDMI First Level Report. Feedback received from incident surveys issued to users who have had a call dealt with. Feedback received from Change Request surveys issued to users. Contains the reference number of calls where the customer has asked for at least 3 updates on the call’s progress within the past month. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 32/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Glossary Term Explanation Active Directory Active Directory is a technology created by Microsoft that provides a variety of network services including the management of computer user directories defining which users and user groups can access what ICT services and at what levels of authority. Used by the ICT Service in Aberdeenshire Council. Anti-virus software is used to prevent, detect, and remove malicious software programs that may disrupt the operation of a computer or network of computers and delete or damage data. The Councils’ intranet – an internal electronic information system accessed by web browser technology. A software system and database to support ICT service delivery, specifically the logging and management of ICT Service Desk calls. Used by the ICT Service in Aberdeenshire Council. A designated time for undertaking secure copies of data (a “backup”). Anti-Virus Arcadia Assyst Backup Window Change Advisory Board (CAB) Change Request Data Protection FAST Forward Schedule of Change Group (FSC) Incident Incident Management Information Security Internet Service Provider (ISP) i-Procurement Known Error An ICT Change Advisory Board (CAB) has the role of reviewing and accepting changes to the operational ICT environment. This is defined as part of the Change Control Process within the best practice ICT Service Management standards documented in ITIL (the ICT Infrastructure Library). A request from a computer user for information, or advice, or for a change to the existing ICT environment, or to obtain access to an ICT Service The Data Protection Act requires all organisations which handle personal information to comply with a number of important principles regarding privacy and disclosure of information. The Federation Against Software Theft. FAST monitors and promotes best practice for software asset management and achieving cost efficient software licence compliance. The Council is a member of FAST. A group of ICT Service Team Leaders, chaired by the ICT Infrastructure Manager. Acts as a so-called “Change Advisory Board” (CAB) and has the role of reviewing and accepting changes to the operational ICT environment. An incident is defined as any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service. In plain language, an incident is a fault! The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA) limits. Information security means protecting information and information systems from unauthorized access, use, disclosure, disruption, modification or destruction. The ICT Service organisation includes an Information Security function. An organisation (usually commercial in nature) that offers access to the Internet and related services. The Council’s purchase order management system – part of the Oracle Financial software suite. A ‘Known Error' relates to a Problem, the cause of which has been successfully diagnosed and for which a “workaround” may have been identified. Permanent and effective resolution of the “root cause” of the error may be ongoing or may have been put on hold. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 33/34 Service Level Agreement for ICT Services: With the Housing and Social Work Service Term Explanation Planned Maintenance PRINCE2 A designated time for undertaking a change to an operational computer system (e.g. a software correction (fix) or software upgrade). PRojects IN Controlled Environments (PRINCE) is a best practice project management method. PRINCE2 is the latest version of the PRINCE standard. It is available in the public domain and covers the management, control and organisation of a project. It helps to minimise risks and helps to ensure better quality project outcomes. Can be applied, with care, at varying levels of complexity. Used by the ICT Service in Aberdeenshire Council. A Problem is a fault condition often identified as a result of multiple Incidents that exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is initially unknown, but for which the impact is significant. Problem Control is the activity responsible for identifying the root cause and developing a workaround or structural solution for a problem. The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the ICT Infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. See Change Request. Problem Problem Control Problem Management Request for Change (RFC) Server Computer Service Level Agreement Subject Access Request Super-JANET Virtual Private Network (VPN) Web Browser WebMarshal A server is any combination of hardware or software designed to provide services to multiple clients. When used alone, the term typically refers to a computer which may be running a server operating system, but is commonly used to refer to any software or dedicated hardware capable of providing common services to multiple clients. An agreement between an ICT Service provider and a Customer. The SLA describes the ICT Service, documents SLA targets and specifies the responsibilities of the ICT Service Provider and the Customer. Under the Data Protection Act, individuals have the right to access information that organisations hold about them. Asking them for that information is known as making a ‘subject access request’. JANET (or Super-JANET) is a British government-funded computer network. All further- and higher-education organisations in the UK are connected to JANET. Aberdeenshire Council uses Janet as its Internet Service Provider as part of a Scottish Government ISP contract with JANET. The origin of the acronym is “Joint Academic NETwork”. A virtual private network (VPN) is a computer network in which links are carried by open, public connections (such as the Internet) as opposed to running across a single private network (such as the Council’s private network). A special technology called “tunnelling”, is used to ensure VPN connections provide secure, private communication of data. A web browser is a software application for retrieving, presenting, and processing information resources on the World Wide Web (Internet). In the Council we use the Microsoft Internet Explorer web browser. A software-based system for comprehensive in-bound and out-bound Internet Web traffic control and management, threat protection and data leakage prevention. Filters access to Web pages. Used by the ICT Service in Aberdeenshire Council. File ref: ICTSlaHSWK2010v2.0.doc Last saved: 2010-08-02 Page 34/34