Module CC3002 Post Implementation Issues Lecture for Week 5 AY 2013 Spring.
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Transcript of Module CC3002 Post Implementation Issues Lecture for Week 5 AY 2013 Spring.
![Page 1: Module CC3002 Post Implementation Issues Lecture for Week 5 AY 2013 Spring.](https://reader036.fdocuments.us/reader036/viewer/2022062321/56649ec05503460f94bcb182/html5/thumbnails/1.jpg)
Module CC3002
Post Implementation IssuesLecture for Week 5
AY 2013 Spring
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Support Issues
•What do we need from System Support?• IS Support Service: The Help
Desk• Service Level Agreements• Enhancement Request
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Service Level Agreements
Two Way AgreementsBetween
Service ProviderAnd
Service Receiver-Czegel, 1999
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Service Level Agreements
Help Desk might have SLA betweenBetween
Help Desk (Service Provider)And
Group of Customers (Service Receiver)
-Czegel, 1999
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SLA
• Agreements typically specify–What services the provider provides–What targets it must meet
• SLA also specifies–Responsibilities of ‘receivers’ using
the services
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SLA
• What is SLA ?• Why do we need to define Service
Levels ?• What SLA can we make about
Support Service?
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SLA
• How should we define these Service Levels?• How do we use these defined
Service Levels ?• Should we exclude certain events
from our service level monitoring?
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Why define Service Level?
• A Written Commitment or Agreement between two parties–The provider–The receiver (recipient)
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Why define Service Level?
• Is SLA Legally Binding ?• Possibly, between two legal
entities (two separate companies)• Between departments of same
organization (IT and Service)
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Why define Service Level?
• SLA is used to:Measure performance
Of Service Provider
In the Delivery of That Service
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SLA and Support Plan
• Assignment asks for Support Plan• Broadly similar to idea of SLA
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SLA and Support Plan
• Support Plan should define–What the service provider will
provide–The targets you plan to meet–Customer responsibilities
Targets are defined in Service Levels
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SL Targets/Measures
• Targets to measure Help Desk Performance–How well the intended service is
being delivered–Success of Support Plan
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SL for Support Service
Support Service Levels may relate to
Different Category of
Support Issue
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SL for Support Service
• Specify how quickly certain things should be done• Define how often (as %) done
within the specified time
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SL for Support Service
Example target: New User Account• Target–New accounts should be set up within 1
working day• Service Level Statement–Aim for 90% of Accounts set up within 1
working day
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Example Targets
Priority
Impact Target Response
Target Resolution
1 Critical Component Down 15 Mins 1 Hr
2 Critical Components Degraded 45 Mins 4 Hrs
3 Non Critical Component Failed 4 Hrs 8 Hrs
4 Other Requests/Questions 8 Hrs 12 Hrs
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Example
Service Measures to be met by Help Desk
• 95% of Priority 1 calls responded to within target
• 90% of Priority 1 calls resolved within target• 90% of Priority 2,3,4 calls responded within
target• 85% of Priority 2,3,4 calls resolved within target
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Example
Service Measures to be met by Help Desk
• 90% of telephone calls answered within 1 minute
• 2% or fewer calls re-opened within 2 weeks
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Example
Service Measures to be met by Customer
• 10% or fewer calls of training type category
Calls as a result of lack of knowledge/training, not a problem with
system itself
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Service Level Target/LondonMet
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Service Desk – Opening Hours
• Specified within Knowledge Base– Gives days and time of availability– Gives method of contact– Gives detail of document (date, author)
• Allows document to be evaluated
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Opening Hours
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User Defined Service Levels
•Weekly•Monthly• Quarterly• Annual
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User Defined Service Levels
• Performance Report might include–Total number of calls–Number of calls by category–Response rate within specified
target–Resolution rate within specified
target
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User Defined Service Levels
• Reports delivered to –Management representative of
Service Provider organization–Specified representative in Support
Recipient organization
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User Defined Service Levels
• Allows both parties to measure the performance of the support service• Helps in adjustments to improve
service quality(Frequent calls might indicate bugs
or training needs)
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EVERYTHINGCOVERED ?
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Coverage
• In reality, things are more complicated• May need to define special
exception–Cope with issues outside our immediate
control
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Possible Problems
• A call has been logged• Unable to contact user for further
information• Meanwhile target resolution time
passes• Who is responsible?
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Possible Problems
• Perhaps put the call ‘on hold’–Unable to act without further
information
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Possible Problems
• A call has been logged• A bug in third party software
is responsible for cause• Third party company is taking
time to supply the fix• Meanwhile target resolution time
passed
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Possible Problems
• Put call ‘on hold’ while waiting for response• Keep users informed of progress
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Summary – SLA
• Priority (identify category)
• Setting targets (response/resolution)
• Customer responsibilities• Exclusions• Monitor performance
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Thanks Y
Thank You.