Managing Expectations and SLA

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Managing Expectations and SLA
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IT Expectation Failure

• Strategic Failure
• Not obvious
• Tactical and Operational Failure
• Obvious

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Managing Expectations

• Business level expectation of IT
• IT professional expectations
• Customer expectation
• Internal and External

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IT is a SERVICE ORGANIZATION 4 Key Elements of
Good Customer Service
KEY CUSTOMERS
Identify KEY CUSTOMERS
KEY SERVICES
Identify KEY SERVICES of KEY CUSTOMERS
KEY PROCESSES
Identify KEY PROCESSES that support KEY SERVICES
KEY SUPPLIERS
Identify KEY SUPPLIERS that support KEY PROCESSES
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• Top 4 Customer Service Mistakes
• Presuming your customers are satisfied because
  they are not complaining.
• Presuming that you have no customers
• Measuring only what you want to measure to
  determine customer satisfaction
• Presuming that written SLAs will solve problems,
  prevent disputes, and ensure great customer
  service.

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SLA

• SLA are the foundation of series of management
  processes that can collectively be called
  disciplines.
• The goal of the disciplined approach is to
  establish performance measurement against
  specific criteria.
• Procedures
• Tools
• People
• Govern IT operations
• Internally
• Externally

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SLA

• Need for SLA
• To reduce conflicts between the suppliers and
  users of service
• To help establish reasonable users expectation
• Help IT organizations operate its services
  business in a more revealing manner
• Help to compare competitive suppliers with
  internal IT organizations

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SLA

• Negotiating of SLA
• IT involves various stakeholders
• Service providers
• Customers
• Business managers
• To establish agreement on
• Cost
• Means of tracking and reporting progress and
  problem
• Conflict resolution

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SLA

• Nature of SLA
• Iterative because business is dynamic
• IT requirements changes
• New technological adoptions
• Other external and internal factors
• SLA is assumed to be complete, documenting all
  the services the client expects along with the
  costs of the service
• Document should expressed in understandable terms

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SLA

• What Service Level Includes
• Date the agreement was established
• Duration
• Renegotiation date
• Describe key service measures
• Reporting structure

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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Between _______________ and
______________ For ______________ through
____________
1. Name the Parties
Marketing
IT Help Desk
2. Define the time period
Jan 1, 2004
Dec 31, 2004
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Services to be provided by the IT Help
Desk Provide first, second and third-level
support for standard software applications and
hardware. Log and track all customer
calls. Conduct quarterly customer satisfaction
surveys to rotating client base (100 at a
time). Conduct customer callbacks to 50 of
customers daily.
3. Services to be provided
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Hours of Operation (Central
Time) Regular Business Hours 700 a.m. to
700 p.m. Monday through Friday
(non-holiday) After-hours support via pager
700 p.m. to 700 a.m. Monday through Friday
(non-holiday) 24 hours Saturday and Sunday
24 hours holidays
4. Hours that services are provided
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Service Access Telephone
312/555-1500 E-Mail Ehelp_at_sample.com Pager 31
2-555-0220
5. Service Access
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Customer Responsibilities Use only
specified telephone numbers, email, and pager to
request support. Each customer must attend two
half-day LAN and PC training sessions before
receiving a workstation. Each customer must
attend the specified training session on each
software package used. Each customer must read
and accept in writing the Corporate Security
Policy and Corporate computer Usage policy.
6. Customer Responsibilities
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE

• Service Level Agreement
• Call Priorities and Response Times
• Priority Impact Response
  Resolution
• Critical Component down 15 min As
  required
• Critical Component degraded 45 min 4
  hours
• Non-critical component 4 hours
  8 hours
• Other request, question 8 hours
  12 hours

7. Call Priorities and Response Times
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Service Measures By the Help
Desk First-Level call resolution 85 Average
Call answer time 90 in 30 sec or
less Percentage of calls reopened within two
weeks 2 or less. By the Customer Percentage
of training-type calls 10 or less
8. Service Measures
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE

• Service Level Agreement
• Escalation Procedures
• Level Escalate when Call Phone/Pager
• Agreed response Help Desk Manager 312/555-1234
  
• time not met 312/555-0050
• No response 2 Director, Operations 312/555-1255
• hours after Level 312/555-0077
• 1 escalation
• No response 3 V.P. Operations 312/555-1233
• hours after Level 312/555-0010
• 3 escalation

9. Escalation Procedures
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Reporting Weekly Reporting Distribution
Manager, Marketing V.P. Operations Content
Number of Calls Call Breakdown by percentage
for training-type calls, hardware, network,
service requests, abandoned calls Percentage
of first-level call resolution Average call
answer time Percentage of calls reopened
within two weeks Percentage of calls meeting
agreed-upon response times for each priority
Percentage of calls meeting agreed-up resolution
times for each priority Results of callbacks
to customers to check work quality. Show number
of call backs as a percentage of total calls.
10. Reporting Procedures
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Reporting Quarterly Reporting Distribut
ion Manager, Marketing V.P. Operations Content
Results of Customer surveys Change from
previous quarter in number of customers
supported Operating costs Note All weekly
reporting must show the current week compared to
three previous weeks. All Quarterly reporting
must show current quarter compared to previous
quarter.
10. Reporting Procedures
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Systems and Components
Supported Critical Systems/Components Price flow
system Catalog system LAN segment 6 All PCs on
segment 6 Non-Critical Systems/Components Marketi
ng Search, Competitor System and all desktop
systems.
11. Systems and Components Supported
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Support Fees Costs will be allocated
at the rate of 75 per user per month. Pay-for
Fees Training for standard desktop software is
available and will be arranged by the Help Desk
for the cost of 350 per half day. Course dates
and times are available via the Help Desk
Intranet website.
12. Support Fees
13. Pay for Fees
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SERVICE LEVEL AGREEMENTS (SLAs) Contents
SAMPLE
Service Level
Agreement Signatures __________________________
_____________ Manager, Help Desk ________________
_______________________ Manager,
Operations ______________________________________
_ Manager, Marketing ____________________________
___________ V.P. Marketing
14. Signatures
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OPERATIONS/HELP DESK MANAGING THE
FACTORY WHAT DO USERS WANT? -
RELIABILITY - ADAPTABILITY - COST BENEFIT
RATION (LOW COST-HIGH BENEFIT)
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Data Center
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Levels of Support and Escalation Level I
First contact with user/customer Limited scope
(common problems) Limited time ? If not
resolved within specified time, documents
information and escalates to next level
Level II Receives problems from Level I
Handles more complex problem requiring greater
expertise. Level III Handles non-standard
issues
http//www.cisco.com/warp/public/135/bbsm_techsppr
t.html
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http//www.questinc.com/hss_service_agreement.html