from a handshake to a formal sla (286322880)

8/20/2019 From a Handshake to a Formal SLA (286322880)

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From a Handshake to a Formal

Service Level Agreement

Kirsten Martinez, Fiscal Operations Director

Tammy Jo (TJ) Martinez, Director Customer Support Services



Where we started

• ITIL journey

• Agreements Committee

• Goals

• Consistency

•

Communication• Efficiency

• Quality



We established a structure

• Define type of template depending on

purpose

• Match agreement type to internal UNM

policies

•

Guide staff completing agreement



Agreement Process

F i n a n c e

C u s t o

m e r

S i g n a t u r e

A u t h o r i t y

A g r e e m e n

t s

C o m m i t t e e

D i r e c t o r

S e r v i c e

M a n a g e r

Development

In Process Completed Renewal/Cancellation

Review Agreement

Approved?

Yes

Make Changes(may need

Director reviewagain)

BillingSetup

Monitoring

Changes Begin at

Development Phase

Select Approved

AgreementTemplate

WhichTemplate?

Approved?

No

Sign Agreement

Yes

Approve?

No

No

Yes

Generic

SLA/

MOU

Review Agreement

Review Agreement

Draft Agreement

Send to AgreementsCommittee

Scan signed agreementand final Word doc sentto Finance and signed

copy to Customer

Sign Agreement

Svc

Specific

SLA/

MOU

Review Agreement

Only ApprovedChanges?

No

Yes



Service Level Agreement (SLA)

Definition• A formal, negotiated document that defines (or attempts to define)

in quantitative (and perhaps qualitative) terms the service being

offered to a Customer.

• Confusion must be avoided over whether the quantitative

definitions constitute thresholds for an acceptable service, targets to

which the supplier should aspire or expectations that the supplier

would strive to exceed.

• Any metrics included in a Service Level Agreement (SLA) should be

capable of being measured on a regular basis and the SLA shouldrecord by whom.

• Typically it will cover: service hours, service availability. Customer

support levels, throughputs and responsiveness, restrictions,

functionality and the service levels to be provided in a contingency.

It may also include information on security, charges and terminology



Sections of the SLA

1. General Overview

2. Service Description

3. Roles and

Responsibilities

4. Hours of Coverage

5. Service Requests

6. Incidents

7. Maintenance and

Service Charges

8. Pricing and Billing

9. Reviewing and

Reporting10. Approvals



Service Description Components

• General Description

• Service Features

•

End-User Requirement• Boundaries of Service Features and Functions

• Service Levels



Service Feature

• Provides benefit to the customer

• A distinctive characteristic of a service

• Does not identify a technical component



Boundaries

•Sets customer expectations

• Sets parameters by which we deliver the

service

• Aids in delivering a consistent service



Service Levels

• General

•May not be measured and reported

• Communicate timeframes for major outage recovery

• Specific

• Establishes the metrics for a service

• Response times or reliability• Measureable and reportable



End-User Requirements

• Define from the “hands on the keyboard” perspective

• End-users do not pay the bills

• Responsibilities to use the service



Our parting advice

• Get commitment from Leadership

•

Engage from Purchasing and Legal• Carve out time for training

• Form a committee for reviewing and advising

staff

• Establish in-house agreement expertise

• Allow time to mature the process



Thank you for your time!

Kirsten Martinez, Fiscal Operations Director

[email protected]

505-277-0147

Tammy Jo (TJ) Martinez, Director Customer Support Svcs

[email protected]

505-277-0960

505-220-9177 (mobile-call or text)

from a handshake to a formal sla (286322880)

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