OLA Its Service Mgmt Operating Level Agreement

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period of time. Including an Incident of Extensive, Significant,

Moderate or Low impact with Low urgency.

*See Appendix B for BMC ITSM Priority assignment values.

ITS Significant Incidents

A Significant Incident is one that has a major impact on university operations by bringing a

business process to a complete stop or potential stop. Incidents of this nature have a high impact

and urgency value. When it is determined a Critical or High priority incident will not be

resolved within ITS Service targets and a plan for resolution is not know, or business impact is

such that the incident requires significant escalation, the Significant Incident Process should be

invoked.

*See the ITS Service Management Significant Incident Guide for additional information.

Impact

Impact, when used in referencing priority, is a representation of the number of users affected bythe issue. The organization recognizes the following terms and definitions when referencingImpact:

Impact ITS Definition

1-Extensive/Widespread The majority of users of the service are, or have the potential to

be, affected by the issue

2-Significant/Large 25-50% of overall users, or the majority of users in a single

central office are, or have the potential to be affected by the issue.

No workaround is available.

3-Moderate/Limited 25-50% of overall users, or the majority of users in a singlecentral office are, or have the potential to be affected by the issue.

A workaround is available.

4-Minor/Localized Minimal number of users of the service are, or have the


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PRIORITY Service Restoration - Business Hour Procedures

Low 1. The Service Desk must escalate the BMC ITSM incidentto the appropriate Support Group Support Group within4 hours of the Incident detection.

2. The Support Group must take ownership of the BMCITSM incident by placing their name in the Assignee

field within 4 hours of the Incident being escalated.

3. As part of Service Level Management (SLM), if theSupport Group has not responded to the Low incidentwithin 75% of the target timeframe, BMC ITSM will

send notification to the appropriate Assignment based oninformation available in the incident, warning the

timeframe is about to be breeched.

4. If the Support Group has not responded to the Lowincident within 4 hours, BMC ITSM will send

notification to the appropriate Assignment and Process

Manager advising the Service Level for the incident has

been breached.

Service Request - Priority Timeframe and Initial Escalation:

PRIORITY Service Request - Business Hour Procedures

Critical 1. The Service Desk must escalate the BMC ITSM ServiceRequest to the appropriate Support Group SupportGroup within 1 hour of the incident detection.

2. The Support Group must take ownership of the BMCITSM Service Request by placing their name in the

Assignee field within 1 hour of the incident being

escalated.

3. As part of Service Level Management (SLM), if theSupport Group has not responded to the Critical Service

Request within 75% of the target timeframe, BMC

ITSM will send notification to the appropriateAssignment based on information available in the

Service Request, warning the timeframe is about to be

breeched


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High 1. The Service Desk must escalate the BMC ITSMService Request to the appropriate Support GroupSupport Group within 2 hours of the incident

detection.

2. The Support Group must take ownership of theBMC ITSM Service Request by placing their namein the Assignee field within 2 hours of the incident

being escalated.3. As part of Service Level Management (SLM), if the

Support Group has not responded to the HighService Request within 75% of the target timeframe,

BMC ITSM will send notification to the appropriate

Assignment based on information available in theincident, warning the timeframe is about to be

breeched.

4. If the Support Group has not responded to the HighService Request within 2 hours, BMC ITSM willsend notification to the appropriate Assignment and

Process Manager advising the Service Level for the

incident has been breached.

Medium 1. The Service Desk must escalate the BMC ITSM ServiceRequest to the appropriate Support Group Support

Group within 4 hours of the incident detection.

2. The Support Group must take ownership of the BMCITSM Service Request by placing their name in the

Assignee field within 4 hours of the incident beingescalated.

3. As part of Service Level Management (SLM), if theSupport Group has not responded to the Medium Service

Request within 75% of the target timeframe, BMCITSM will send notification to the appropriate

Assignment based on information available in the

incident, warning the timeframe is about to be breeched.

4. If the Support Group has not responded to the MediumService Request within 4 hours, BMC ITSM will send


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Service Request - Status Communication


Critical 1. The Support Group will update initial status in the BMCITSM Service Request within 1 business day and provide

additional updates every 1 business day. It is acceptable

for the Support Group to enter an estimated time of the

next update rather than use the 1 business day expectation.2. If additional information is requested from the Service

Desk, they must respond to the request within 1 businessday.

3. All information and updates must be logged in BMCITSM Work Info.

High 1. The Support Group will update initial status in the BMCITSM Service Request within 2 business days and provideadditional updates every 2 business days. It is acceptable

for the Support Group to enter an estimated time of thenext update rather than use of the 2 business day

expectation.

2. If additional information is requested from the ServiceDesk, they must respond to the request within 2 business

days.


Medium 1. The Support Group will update initial status in the BMCITSM Service Request within 3 business days and provideadditional updates every 3 business days. It is acceptable

for the Support Group to enter an estimated time of the

next update rather than use the 3 business day expectation.

2. If additional information is requested from the ServiceDesk, they must respond to the request within 3 business

days.



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BMC ITSM Incident Resolution

Service Restoration - Resolution

PRIORITY Service Restoration Resolution

Critical 1. Service target for resolution of the BMC ITSM Incidentis within 4 hours.

High 2. Service target for resolution of the BMC ITSM Incidentis within 1 business day.

Medium 3. Service target for resolution of the BMC ITSM Incidentis within 5 business days.

Low 4. Service target for resolution of the BMC ITSM Incidentis within 10 business days.

Service Request Resolution

PRIORITY Service Request - Resolution

Critical 1. Service target for resolution of the BMC ITSM ServiceRequest is within 2 business days.

High 2. Service target for resolution of the BMC ITSM ServiceRequest is within 5 business days.

Medium 3. Service target for resolution of the BMC ITSM ServiceRequest is within 10 business days.

Low 4. Service target for resolution of the BMC ITSM ServiceRequest is within 20 business days.

Infrastructure Event - Resolution


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1. Number of incidents currently open broken down by priority, service and number ofbusiness days open

2.Number of incidents that did not comply with the expectations outlined within this OLA

3. Average response time4. Average resolution times

This agreement remains valid until it is superseded by a revised agreement mutually endorsed by

the signatories below. The agreement will be reviewed annually but can be changed at any timeas agreed upon by both the signatories.

Signatories

This Agreement was approved by the Directors at the MLT meeting held on May 25th, 2007. It is

considered to be effective July 1, 2007. Official verification of approval is contained in the meeting

minutes.


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carry pagers.

OLA002 2.10 Specified 2 under Support Group will provide Operations Nightly

Report ,applies to TIO onlyNovember 6, 2006

OLA002 2.11 Removed the following: Start all Help Desk ticket entries with thedate, time and unique name of the staff person making the entry. 5

under Support Group will because the Lotus Notes system now

automatically includes this information.

November 6, 2006

OLA002 2.12 Added supply all relevant communications under Support Group will

at the request of Tier 2 staff.November 6, 2006

OLA002 2.13 Added the Help Desk ticket is the authoritative source of

information, e-mail notifications i.e., prodnotify and mphdnotify,etc. are in addition to ticket updates.

November 6, 2006

OLA002 2.14 Removed Support Group member uniqname, date and time at the

start of each entry, system now automatically adds this informationto the ticket.

November 6, 2006

OLA002 2.15 Removed Examples of Specific Ticket Content under Appendix A.

Information will be kept up to date in a separate working document.November 6, 2006

OLA002 2.16 Added OCCB to Tier 2 Staff Availability from 7:45am 5:15pm November 6, 2006

OLA002 2.17 Updated table of contents December 4, 2006

OLA002 2.18 Added HD Staff available onsite from 7:45am 5:15pm February 5, 2007

OLA002 2.3 Added priority disputes to be routed to Directors. Also added intoline to #3 Help Desk Will to recognize that sometimes the

communication is completed before the issue goes back to HD.

May 2007

OLA002 2.3 Approved by MLT May 25, 2007

OLA002 2.4 Added after hour procedures June 24, 2007

OLA003 3.0 Priority, Urgency and Impact converted to 4 Tier Model. Updated

all references to tickets to incident.November 17,2007

OLA003 3.1 Added Service Management processes and terminology, including

tool name, MAIS Aid. Updated all references to Help Desk to

The Service Desk.

November 27,2007

OLA004 4.0 Added Service Level Management guidelines for Service Requestsand Infrastructure Events

March 20,2009

OLA004 4.1 Expanded to include Resolution targets. March 23,2009

OLA004 4.2 Updated to reflect ITS org September 8,2009

OLA004 4.3 Reports due on 10th calendar day. Updated After Hours to reflect

Emergency and Critical Service Restorations.September 27,2009

OLA004 4.4 Updated Service Targets to reflect calculation in Business Days October 27,2009

OLA004 4.5 Added targets apply to Production Systems and business hours plustargets for Infrastructure Events when priority is changed.

December 15,2009

OLA004 4.6 Replaced BMC ITSM with ITSM October 27,2009

OLA004 4.7 Replaced Tier One and Tier Two with Service Desk and Support

Groups.January 3, 2011


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Appendix A: BMC ITSM Incident Content Criteria

General Incident Content

The Service Desk Support Group

End user uniqname Summary and notes Complete description of incident Impact and urgency to establish

priority Initial categorization Details of resolution techniques

executed

Results of matching activities Work around put in place (if

available)

Any relevant navigation andnumbers

Brief description of the status andexpected resolution timeframe.

Completed description of theresolution when appropriate

Work around put in place (ifavailable)

Reference Incident Management Process Flow Chart and OLA Specific Incident Content

documents and ITSM scripts for incident requirements and specific information required for eachITS Service.


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Appendix B: Assigning Priority

The following system weight values are used when assigning incident Priority:

Priority Weight RangePriority

From To

Critical 24 35

High 16 23

Medium 10 15

Low 0 9

The following matrix is used when evaluating Priority:

Impact Impact

Weight

Urgency Urgency

Weight

Priority Priority

Weight

1-Extensive/Widespread 9 1-Critical 20 Critical 29

1-Extensive/Widespread 9 2-High 15 Critical 24

1-Extensive/Widespread 9 3-Medium 10 High 19

1-Extensive/Widespread 9 4-Low 0 Low 9


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2-Significant/Large 5 3-Medium 10 Medium 15

2-Significant/Large 5 4-Low 0 Low 5

3-Moderate/Limited 3 1-Critical 20 High 23

3-Moderate/Limited 3 2-High 15 High 18

3-Moderate/Limited 3 3-Medium 10 Medium 13

3-Moderate/Limited 3 4-Low 0 Low 3

4-Minor/Localized 0 1-Critical 20 High 20

4-Minor/Localized 0 2-High 15 Medium 15

4-Minor/Localized 0 3-Medium 10 Medium 10

4-Minor/Localized 0 4-Low 0 Low 0


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Appendix D: Service Level Management Targets

BMCITSMIncidentResponseandResolutionServiceTargetsbyPriorityBMCITSMIncidents

ServiceRestoration ServiceRequest InfrastructureEventCritical High Medium Low Critical High Medium Low Medium(Default)

InitialEscalationtoSupportGroup 10min 20min 2hrs 4hrs 1hr 2hrs 4hrs 1day 2hrs

AssigneeFieldUpdated 10min 20min 2hrs 4hrs 1hr 2hrs 4hrs 1day 2hrs

InitialStatusCommunication 15min 1hr 1day 2days 4hrs 1day 2days 5days 1day

UpdatedStatusCommunication 30min 2hrs 2days 5days 1day 2days 5days 10days 2days

ResolutionTimeframeTarget 4hrs 1day 5days 10days 2days 5days 10days 20days 5daysNotes:

ServiceTargetsnotmetwillgeneratenotificationstotheAssigneeandSupportGroupManagerat75%ofSLMandtotheIncidentandSupportGroupManagerswhenbreached

AllServiceTargetsareforProductionSystemsonly TimesarecalculatedbasedonBusinessDays,MondayFriday7:45am5:15pmonly AdditionalstatusupdateswillbeprovidedunlesspreviousnotationsintheBMCITSMincidentspecifyatimeinwhichtoexpectthenextupdate ServiceLevelTargetscanbeplacedonholdwhennecessarybyusingthePendingStatusasappropriate AllinformationandupdatesmustbeloggedinBMCITSMWorkInfo PrioritychangestoInfrastructureEventsfromtheMediumDefaultwillfollowtheServiceRestorationtargets

OLA Its Service Mgmt Operating Level Agreement

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