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Quality of Service Document Expand / Collapse
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Posted Wednesday, August 29, 2012 2:12 AM
Grasshopper

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Good morning all - I've been asked by the project management team to review our config management processes, and part of that will be to define a quality of service agreement between our customers (internal customers, that is) and ourselves (the IT delivery team).

I would rather not completely reinvent the wheel, and so I was wondering if anyone could point me in the general direction of a useful source document or template - thank you.

JA
Post #1351459
Posted Tuesday, September 4, 2012 7:24 AM


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I don't really know of any templates because it's typically defined specifically for your company. Are you aware of ITIL best practices?

You need to determine what needs tracked (and what doesn't) and what your customer's expectations are.

Start with documenting exactly what your configuration items are (is pc-level ok, or do you need to track monitors/keyboards/ram, too?). Is it based on cost? Then document what process you use to determine if a change has been made to a CI and what process you use to implement or track the change. Then you can define what services you provide to the internal customers (your service catalog). Finally, work with the customer to find out what their expecations are and negotiate a turn-around time for providing those services.

You might also want to define how often and what processes you use to audit your CIs to ensure they're correct. Do you need to document who's responsible for maintaining changes? Is it in your process to provide reporting, and if so, to whom?

Did they not provide a template for you? If you're looking for "what it should look like", I googled this...(I recommend that you scrap it completely and make one of your own, though.) It should be enough to get you started.

http://www.google.com/url?sa=t&rct=j&q=&esrc=s&frm=1&source=web&cd=6&cad=rja&ved=0CEYQFjAF&url=http%3A%2F%2Fcsrc.nist.gov%2Fgroups%2FSMA%2Ffasp%2Fdocuments%2Fhw_sw_mainenance%2FConfig-Mngment-Plan.doc&ei=0f1FUI3rEI_C9gTfhIGwBA&usg=AFQjCNGTBagXt09OoGcDsKf_lq3OnZCsjw&sig2=Tt-6kBbJ33BI4Umh0QBf3w

Post #1353877
Posted Tuesday, September 4, 2012 7:52 AM


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I've yet to find a good config mgmt template for the SLA part, but more on that point:

You'll want to define how different priorities are handled. What if you receive a RUSH request? Do you have "standard" equipment defined. What if you receive a non-standard request? Do you have any notifications in place that will notify you if you are about to breach an SLA? etc...

If I find a template, I'll let you know...
Post #1353896
Posted Tuesday, September 4, 2012 7:57 AM
Grasshopper

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Cheers Lisa, I eventually found a brilliant SLA template which I was able to adapt to my needs. It needed a "critical" level priority - e.g. 30 mins on there, but it was otherwise perfect!

I found it here: http://www.slatemplate.com/

I actually LOL'd, it was like my prayers were answered by the perfect website!

Thanks again.

Mr C
Post #1353900
Posted Tuesday, September 4, 2012 8:09 AM


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Fantastic! Thanks for the link, I'm sure it will be useful to others, too. I was suprised that it's so hard to find. :)
Post #1353907
Posted Tuesday, September 4, 2012 8:19 AM


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Perhaps it's just knowing what to search for. If you search for "service level agreement examples", you get a load of hits with examples and templates.

--Jeff Moden
"RBAR is pronounced "ree-bar" and is a "Modenism" for "Row-By-Agonizing-Row".

First step towards the paradigm shift of writing Set Based code:
Stop thinking about what you want to do to a row... think, instead, of what you want to do to a column."

(play on words) "Just because you CAN do something in T-SQL, doesn't mean you SHOULDN'T." --22 Aug 2013

Helpful Links:
How to post code problems
How to post performance problems
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