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SOP 1060-01 Title: Service Level Agreement
Effective Date: Reason for Update: Owner: Development Signature/ Date Objective The objective of this Standard Operating Procedure (SOP) is to document the definition, design and implementation of a Service Level Agreement (SLA) for a project. This SOP focuses on the definition of needs and requirements for the Governance and Operations groups to implement and SLA for a product/project. SLA target objectives and communications points are described. All SDLC product/project development staff. Section 1: Procedure Diagram Section 2: Roles and Responsibilities Section 3: Metrics Section 4: Procedure Activities Section 5: Forms Section 6: Exemptions Section 7: Tools/Software/Technology Used Appendix A: Service Level Agreement Worksheet August 1, 2006 New SOP Location Portland Previous Version: None
Applicable To Sections
Related Procedures SOP 1000: Program/Project Management SOP 1005: Release Planning SOP 1040: Requirements Definition SOP 1041: Detail Design
SOP 1060-01 Definitions SECTION 1: PROCEDURE DIAGRAM Service Level Agreement GG12 11 G10 G-9 G-8 G-7 G-6 G-5 G-4 G-3 Page 2 of 9 G-2 G-1 G-0 Technical Support Product Development Release Planning Business Requirements System Requirements Governance Strategic Planning Service Provider and Service Level Approvals Program Management Development Quality Assurance Operations Establishes initial requirements Determines measurements Procurement Service Level Agreement Asset Management Capacity Management Negotiates Contractual Agreements Monitors Service Delivery against Agreement Terms Site Monitoring Site Measurement Project Start Project Strategy Lock-Down Requirements Scope Lock-Down Definition Phase Plan Approval Systems Requirements Definition Approved Lock-Down Level Estimates Complete Project Lock-Down Detailed Plan Complete Begin Validation Begin System Certification Begin First Office Application Begin Controlled Rollout General Availability .
SOP 1060-01 Service Level Agreement-Page 2 Page 3 of 9 Governance Sign-off on Final SLA Escalate any noncompliance issues Preliminary Analysis Establish Initial Requirements and Determine Measurements Review / Negotiate SLA with Potential Service Provider Create Final SLA for Approval Implement SLA Business Environment Analysis Identify Services & Activities Consult End User Community Operations Organization Analyses Process Analysis Prepare Service Definitions Data Analysis Design SLA Draft (or amend current SLA) Measure & Report Service Delivery against Agreement Terms System Analysis Prepare Service Level Options Infrastructure Analysis Develop Initial Implementation Plans .
The Project Manager is the point individual in the Product Department who oversees one or more releases from inception through delivery into production. and facilitate resolution of obstacles to the successful completion of a release. They establish business strategy and commission projects.5 .SOP 1060-01 Page 4 of 9 SECTION 2: ROLES AND RESPONSIBILITIES Role Product Design Group Responsibility 2. and insures that requirements are delivered as defined in the Scope of Work document. reaches consensus with clients on requirements. The Program Manager is the point individual in the Engineering Department who oversees one or more releases from inception through delivery of the solution by the Engineering Department. research and development budget. commit the organization to specific deliverables and timeframes. affordability percentage. service requests to be included. commitment and support from top-level management. The Project Sponsor must be a member of Senior Management. Program Manager 2. The Project Sponsor is empowered by Senior Management to arbitrate amongst projects for resources. The Project Sponsor develops a release strategy (project strategy) which includes a timeline.2 Project Manager Project Sponsor 2. and any additional anchor objectives.1 The Product Design Group is the client-facing area in product that prototypes and mock-ups client specifications.3 2.4 Senior Management 2. Senior Management is the executive management team at SDLC. The Project Sponsor is assigned by Senior Management during the concept phase and is responsible for all project start-up activities. as this person needs to get backing.
. Specific metrics defined for each SLA such as the amount of time to respond to a call.SOP 1060-01 SECTION 3: METRICS Description 3. turn a call over to domain expertise or resolve a call.1 3.2 Page 5 of 9 Metric Service Delivery Against Terms SLA Measurements The delivery of service is measured against the terms defined in the SLA for each product/project. Any or all of these metrics may be incorporated in one SLA even though they may not be required in another.
and 10 these requirements are refined.1 Description Establish corporate support requirements for a boilerplate SLA. . The general requirements for an SLA include a statement of service offerings including: • • Operations. A corporate SLA may be a general description of the services provided for all projects or it may provide “tiered” service levels.SOP 1060-01 SECTION 4: PROCEDURE ACTIVITIES Page 6 of 9 The design and implementation of corporate. Through Gates 12.2 Description of Services or Groups (Tiers) of Services Schedule of Services Availability (24x7 or Days and Hours) These groups work with Operations to establish initial service requirements. product and/or project SLAs can extend to activities prior to Gate 12 (Project Start) and after Gate 0 (General Availability). Product/project SLAs would include project-specific service descriptions tailored to the functionality present in one or more deliverables. A corporate SLA may be an overview document detailing the goals of service or a specific agreement for a particular product or project. An SLA provides detailed descriptions of service to provide to customers for a product or service. The requirements for an SLA are established by: • • • • • • Infrastructure Analysis System Analysis Data Analysis Process Analysis Organization Analysis Business Environment Analysis Note: Use the work sheet in Appendix A to document requirements and descriptions for each SLA service. Product Development and Governance 4. Role Operations 4. 11.
Asset Management (SOP 1007) and Capacity Management (SOP102) procedures.SOP 1060-01 Role Operations and Product Development 4. The specific activities include: • Identify Services & Activities • Consult end-user community and/or domain expertise • Prepare Service Definitions • Design SLA draft or amend an existing SLA • Prepare service level options • Develop initial implementation plans The System Requirements established by Product Management are incorporated into the SLA as they become available (Gate 8). SLA measurement requirements are established to match them.3 Page 7 of 9 Description As business requirements are established in the Product Development organization. If necessary.4 Governance 4. Once the SLA is approved. The SLA is reviewed and approved at Gate 4 by the Governance function and review board. the content of the SLA is contributed to by the execution of the Procurement (SOP 1004).5 Operations 4. Once the application is released for FOA (Client Evaluation) or Beta testing (Gate 2) or general availability (Gate 0). tools and additional procedures must also be implemented to meet the requirements established in the SLA. Additional review for project-specific SLAs may be requested/required by the client.7 .6 Operations 4. Note: SLA Non-compliance issues identified during site monitoring may be required to be escalated to the Governance and/or Product Management functions 4. the operation of the support function and its adherence to the SLA is monitored as per the Site Monitoring and Problem Management Procedure (SOP 1010). The content of the SLA is locked down at Gate 6 along with the other project documentation. operations documentation must be completed that meet the requirements established in the SLA. Prior to this gate.
2 7.SOP 1060-01 SECTION 5: FORMS Form Service Level Agreement Worksheet SECTION 6: EXCEPTIONS • None identified at this time.1 7. Description See Appendix A Page 8 of 9 SECTION 7: TOOLS/SOFTWARE/TECHNOLOGY USED Tool Microsoft Word Microsoft Excel Rational 7.3 Spreadsheet application Case Tool Description Word Processing application .
. Availability Mon – Fri 8:00am-8:00pm EST/EDT Metric SDLC phone system tracks call metrics.SOP 1060-01 Page 9 of 9 Appendix A: Service Level Agreement Worksheet Service Requirement Example: Answer Phone Calls in <= 20 seconds. Description All phone calls will be answered either automatically through an answering system or IVR or interactively by a call support specialist within 3 rings of the call start. Monthly reports will be generated and evaluated for compliance.
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