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    End To End SLA - Novelvista

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    Savio De Souza
    1) The document discusses an end-to-end service level agreement (SLA) model for a multi-sourced IT environment with multiple service providers and a service integration layer. 2) It proposes fully shared and unique SLA metrics and targets for different incident priority levels, as well as SLA credit considerations like maximum penalty limits and free credit points. 3) Key aspects covered include incident resolution timelines, number of reassignments allowed, trend analysis of incidents, and questions around sequence of implementation and forcing collaboration amongst providers.

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    End To End SLA - Novelvista

    Uploaded by

    Savio De Souza
    10 views13 pages
    1) The document discusses an end-to-end service level agreement (SLA) model for a multi-sourced IT environment with multiple service providers and a service integration layer. 2) It proposes fully shared and unique SLA metrics and targets for different incident priority levels, as well as SLA credit considerations like maximum penalty limits and free credit points. 3) Key aspects covered include incident resolution timelines, number of reassignments allowed, trend analysis of incidents, and questions around sequence of implementation and forcing collaboration amongst providers.

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    End to End SLA - Novelvista

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    1) The document discusses an end-to-end service level agreement (SLA) model for a multi-sourced IT environment with multiple service providers and a service integration layer. 2) It proposes fully shared and unique SLA metrics and targets for different incident priority levels, as well as SLA credit considerations like maximum penalty limits and free credit points. 3) Key aspects covered include incident resolution timelines, number of reassignments allowed, trend analysis of incidents, and questions around sequence of implementation and forcing collaboration amongst providers.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    10 views13 pages

    End To End SLA - Novelvista

    Uploaded by

    Savio De Souza
    1) The document discusses an end-to-end service level agreement (SLA) model for a multi-sourced IT environment with multiple service providers and a service integration layer. 2) It proposes fully shared and unique SLA metrics and targets for different incident priority levels, as well as SLA credit considerations like maximum penalty limits and free credit points. 3) Key aspects covered include incident resolution timelines, number of reassignments allowed, trend analysis of incidents, and questions around sequence of implementation and forcing collaboration amongst providers.

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    E2E SLA - SIAM

    Vikas Sharma ([email protected])


    9850991709
    Multi-sourcing With Service Integration Layer
    Business Business Business Business
    function function function function

    Retained IT Organization

    Multi sourcing Services Integrator (MSI)

    Cross Provider OLAs

    APP MF EUC NETWORK Etc.


    #1 #2 #3 #4 #5

    2
    Traditional SLA
    Incident Management – Resolution SLA
    Priority Percentage Hours
    90% (with low volume
    P1 4 clock hours
    clause)
    P2 90% 8 clock hours
    P3 90% 24 Business Hours
    P4 85% 48 Business Hours

    E2E for P1 = 8hours @ 90%?

    3
    P1/P2 Fully Shared SLA

    Accepted time to Minor Service Level Major Service Level Critical Service Level
    Incident Severity level restore Deviation Deviation Deviation
    1 SLCredit 3 SLCredit 5 SLCredit
    >8 + hours (+ one
    additional Repeat
    P1 < 5 hours 5 hours – 6 hours 6 hours – 8 hours
    Credit Point for each
    additional started hour)

    P2 <9 hours 9 hours – 12 hours 12 hours – 15 hours >15 hours +

    P3

    P4

    4
    P1 - Definition

    A P1 Incident is defined as a total outage or impacting more than 200+


    users specific to
    · Any of (E2E) Transactional Services, - Fully Shared
    · Business Critical Services – Fully Shared
    · Security Services specified – Fully Shared or Unique
    · ‘Critical CI’ in the CMDB – Unique

    5
    Recommended SLA Types
    • Fully Shared
    – Identical metric descriptions and targets for each provider
    – Single measurement affects two providers
    – Measurement approach and targets must remain identical through the term; however, crediting
    – Is distinct and based on individual provider’s allocation, etc.
    • Unique
    – Measure services specific to a provider

    • Related ?

    6
    SLA Credit Considerations

    • P1 and P2 catalogue to be prepared

    • Understand the existing % limit on maximum penalty to be


    charged

    • Free credit points allocated to each of the suppliers by Customer


    (e.g. 10 Credits per month)

    7
    Deliver Right first time (DRFT) ?

    8
    Number of Re-Assignments
    Number of re- Accepted Minor Service Level Major Service Level Critical Service Level
    assignments per (number of Incidents Deviation (number of Deviation (number of Deviation (number of
    incident per month) Incidents per month) Incident per month) Incidents per month)
    11 – 20 (+ one
    additional MSLD for
    2 5 6 – 10 NA
    each 10 additional
    incidents)
    6 – 10 (+ one
    additional MSLD for
    3 1 2 -5 NA
    each 5 additional
    incidents)
    4 0 0 1-5 >5

    1 (+ one additional
    5 or more 0 0 0 Repeat CSLD for each
    additional incidents)

    9
    Problem Management – P1 & P2 Fully Shared -
    Trending of Incidents
    Minor Service Level Major Service Level Critical Service Level
    Accepted
    Deviation Deviation Deviation
    Trend in number of Increasing not more Increasing 3 months in Increasing 4 – 5 Increasing 6 months in
    incidents than 2 months in a row a row months in a row a row or more.

    Jan Feb Mar Apr May Jun Jul SLD

    Ex1 10 12 16 14 15 15 16 Accepted

    Minor in
    Ex2 10 12 16 18 17 19 20
    Apr

    Minor in
    Ex3 10 12 12 15 16 18 17
    Jun

    10
    Who Comes First – Sequence of Implementation?

    11
    How can you force or bring collaboration /
    cooperation amongst the service providers?

    12
    Does the Service Desk has to be a part of SI?

    13

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