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XYZ Company Operational Level Agreement

Between XYZ and ZYD

Pink Elephant Inc.

This template accompanies the book Defining IT Success Through The Service Catalog: A Practical Guide, second edition. ISBN: 978- -98! 8!!- -"

Compaa de Manufacturas y Retail Internacional Sociedad Annima

#a$e has been taken to ens%$e that the o$i&inal template is acc%$ate and complete, ho'e(e$, the p%blishe$, a%tho$ and dist$ib%to$ can accept no $esponsibilit) *o$ an) e$$o$s o$ omissions o$ *o$ chan&es to the details &i(en: *o$ e+ample an) bespokin& o* the templates b) indi(id%als o$ o$&ani,ations. These templates a$e not intended as a s%bstit%te *o$ p$o-ect speci*ic le&al ad(ice 'hich sho%ld al'a)s be so%&ht 'he$e $e.%i$ed.

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Int$od%ction
/pe$ational 0e(el 1&$eements 2/013 a$e $e.%i$ed to doc%ment the $elationship and e+pectations bet'een the di**e$ent teams that comp$ise Se$(ice and S)stems 4eli(e$) 4epa$tments. This doc%ment 'ill p$o(ide )o% 'ith the back&$o%nd in*o$mation on ho' to set %p and maintain an /pe$ational 0e(el 1&$eement.

5hat is an /pe$ational 0e(el 1&$eement6

1n /pe$ational 0e(el 1&$eement is pa$t o* the Se$(ice 0e(el 7ana&ement p$ocess. Se$(ice 0e(el 7ana&ement is a tactical p$ocess consistin& o* a n%mbe$ o* acti(ities aimed at t$anslatin& b%siness $e.%i$ements o* IT se$(ices into tan&ible, mana&eable and meas%$able sol%tions. IT8s position in the o$&ani,ation, the$e*o$e, sho%ld $e*lect the tactical nat%$e o* the p$ocess, 'hich incl%des $elationships 'ith st$ate&ic p$ocesses s%ch as b%siness-IT ali&nment, c%stome$ liaison, plannin& and cont$ol and .%alit) a%dit. In o$de$ to ens%$e that the le(els o* se$(ice deli(e$) stip%lated 'ithin an) Se$(ice 0e(el 1&$eements 2S01s3 can be s%ppo$ted and consistentl) achie(ed, it is impo$tant to coo$dinate the acti(ities o* *%nctions 'ithin IT. This doc%ment is %sed to identi*) the bo%nda$ies and sha$ed $esponsibilities bet'een IT Se$(ice 4eli(e$) Pa$tne$s. 9o$ e+ample, since b%siness applications a$e p$o(ided as a se$(ice to the b%siness, the net'o$k m%st be a(ailable in o$de$ to &ain access to those applications. The 'o$kstations p$o(ided m%st also be con*i&%$ed p$ope$l) as 'ell. The mana&ement o* each o* these th$ee sepa$ate IT components $esides 'ith di**e$ent IT depa$tments. In an e**o$t to coo$dinate the consistent deli(e$) o* standa$d le(els o* se$(ice, an /pe$ational 0e(el 1&$eement is c$eated bet'een the IT depa$tments in(ol(ed in se$(ice deli(e$). This a&$eement in t%$n b$in&s cla$it) and %nde$standin& 'ithin IT $e&a$din& the *%nctions o* each &$o%p. 5ith $espect to the p$o(ision o* s%ppo$t *o$ each line o* se$(ice desc$ibed in the IT Se$(ice #atalo&, /01s need to be established bet'een IT *%nctions. The &oal is to %ltimatel) c$eate an S01 and /01 scena$io, 'he$e the /01 t$anslates the se$(ice $e.%i$ements *$om the b%siness into ope$ational $e.%i$ements and commitments 'ithin IT to meet those se$(ice ob-ecti(es.

/pe$ational 0e(el 1&$eements 1cti(ities

#$eatin& and %sin& ope$ational le(el a&$eements is an ite$ati(e p$ocess. B%siness $e.%i$ements and technolo&) a$e constantl) chan&in& 'hich ma) alte$ an) IT capabilities. 9o$ these $easons, the p$ocess is b%ilt a$o%nd the p$emise o* contin%o%sl) matchin& IT capabilities to chan&in& b%siness $e.%i$ements. This p$ocess $e.%i$es the pe$iodic $e(isitin& o* e+istin& ope$ational le(el a&$eements. The *$e.%enc) o* the $e(ision is somethin& that $e.%i$es consens%s bet'een the IT depa$tments, as the$e is no $i&ht o$ '$on& ans'e$. The lon&-te$m ta$&et is *o$ ann%al $e(ie's, o$ a*te$ si&ni*icant chan&es 'ithin the in*$ast$%ct%$e. It is %nde$stood that eithe$ pa$tne$ ma) $e.%est a $e(ie' at an) time sho%ld e(ents 'a$$ant. The$e a$e th$ee main sta&es 'hen settin& %p an /pe$ational 0e(el 1&$eement:

Defining
: Speci*ic se$(ices that each IT depa$tment p$o(ides : 5he$e in the IT cl%ste$ a$e /pe$ational 0e(el a&$eements needed6 : 5hat e+pectations and needs a$e the$e bet'een the di**e$ent s%ppo$t teams6

Executing
: : : : Ne&otiatin& and a&$eein& on speci*ic le(els o* se$(ice 7onito$in& *o$ compliance and e+ceptions ;epo$tin& on achie(ements ;e(ie'in& a&$eements

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Controlling
: <e$i*)in& inte&$it) o* the doc%ments and p$ocess : Takin& action on a$eas *o$ imp$o(ement : Pe$iodicall) $e(isitin& e+istin& /pe$ational 0e(el 1&$eements 2*o$ e+ample e(e$) si+ months3.

/pe$ational 0e(el 1&$eement /(e$(ie'

The p%$pose o* this /pe$ational 0e(el 1&$eement template is to identi*) and cla$i*) the $elationships 'ithin the =>?. The &oal o* %sin& the template is to &%a$antee that desc$ibed se$(ices and escalations 'ithin the Se$(ice Speci*ication Sheets and Se$(ice #atalo& a$e in place and *%nctionin& at e+pected le(els.

@sin& this Se$(ice Speci*ication Sheet

U er
Se$(ice 7ana&e$ S07 7ana&e$

U e
9o$ o(e$all e+ec%ti(e acco%ntabilit) *o$ the p$ocess and all associated doc%mentation. 9o$ $e(ie' o* the se$(ice speci*ication to ens%$e $e.%i$ements a$e all met. 1ct as so%$ce o* in*o$mation *o$ c%stome$ $elationship liaison. 9acilitation and assistance 'hen needed in p$epa$in&Ane&otiatin& /01s. 9o$ *inal content o* /pe$ational 0e(el 1&$eements and si&n o**Aapp$o(al o* said content and associated $esponsibilities, met$ics and se$(ice le(el commitments att$ib%ted to each se$(ice o**e$in&. 9o$ doc%mentin& se$(ice o**e$in&s 2in detail3 %sin& the Se$(ice Speci*ication Sheet template. 9o$ assistin& 'ith (e$i*ication o* se$(ice le(el commitments and associated $epo$tin& o* met$ics and pe$*o$mance indicato$s. 9o$ pa$ticipatin& in the ne&otiation and si&n o** o* the ope$ational le(el a&$eements. 9o$ $e(ie' o* met$ics and capabilities *$om a BtechnicalC pe$specti(eA$e.%i$ements.

4epa$tmental 7ana&e$ 2Se$(ice /'ne$3 Se$(ice /'ne$ ;ep$esentati(e

IT #ontact

!. D. E. F.

@se the Se$(ice Speci*ication 4oc%ments to identi*) se$(ice pa$tne$s. Ne&otiate m%t%all) a&$eeable $esponsibilities and needs. Inp%t in plain En&lish, a $esponse. Si&n /**.

9o$ e+ample:
This /pe$ational 0e(el 1&$eement 2/013 deals 'ith the IT se$(ices to the #o$e B%siness G$o%p ==== p$o(ided -ointl) b) 4epa$tment ! and 4epa$tment D. The ob-ecti(es o* this /01 a$e: : #la$i*) $esponsibilities : 4e*ine the escalation path : Set %p meas%$ements o* se$(ice pe$*o$mance : Ens%$e .%alit) IT se$(ices to the #o$e B%siness G$o%p

Se$(ice 1$eas
4epa$tment ! and 4epa$tment D ha(e a 'ide $an&e o* acti(ities in p$o(idin& IT s%ppo$t. This /01 onl) deals 'ith those a$eas that need -oint e**o$t *$om both 4epa$tment ! and 4epa$tment D. These a$eas a$e: : H5 ;e.%isition : S5A1pplication ;e.%isition : S5A1pplication Installation, 7aintenance and S%ppo$t

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: Se$(ice #atalo& %pdatin&

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Appendix !emplate OLA Operational Level Agreement Between XYZ and DDD

P$o-ect: GestiIn de Ni(eles de Se$(icio P$od%ct Name: #7;I Sopo$te de ;edes <e$sion: !. Sta&e: Bo$$ado$ P%blication 4ate: E de Septiemb$e de D !E /$&ani,ation: #7;I - #ompaJKa de 7an%*act%$as ) ;etail Inte$nacional

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1%tho$2s3: ;od$i&o 9lo$es, ;odol*o Sanche,

Se$(ice Name:
Ser!icio de soporte de redes

Se$(ice 9%nction:
Ser!icio de diseo" implementacin y soporte de las redes de #rea local en las plantas de fa$ricacin y Casa Matri% CMRI

Se$(ice 4esc$iptionA4e*inition:
&ste ser!icio coordina todas las acti!idades con los pro!eedores de comunicaciones" desde la propuesta a la ne'ociacin del contrato y escalamiento para dar soporte a la Red de (rea &)tendida *+A,-. &l soporte se presta durante todo el da. /n analista de soporte de se'undo ni!el de soporte est# disponi$le fuera de las 0oras de tra$a1o *en $ase a la %ona 0oraria de la Casa Matri%-. &l primer ni!el es mane1ado por el 'rupo de soporte de ser!idores durante las noc0es y fines de semana. &llos tra$a1an y cola$oran estrec0amente con el 'rupo de ser!idores.

Se$(ice Ho%$s:
Ser!icio de Redes2 3244 a 15244 0oras de 6unes a 7iernes Soporte Se'undo ,i!el *analista de soporte-2 15241 a 4 255 0oras de 6unes a 8omin'o Soporte 9rimer ,i!el *soporte de ser!idores-2 152 41 a 4 255 0oras de 6unes a 8omin'o

/the$ #$itical Times: NA1

E+ceptions and 0imitations:

CMRI incorpor un sistema de producti!idad personal :ue incluye correo electrnico" calendario" planificador de tiempo" $uscador de Internet" procesador de te)to" 0o1as de c#lculo" presentaciones y pe:ueas aplicaciones de $ase de datos" el cual est# disponi$le a tra!;s de las redes de #rea local. &ste sistema est# disponi$le en todos los idiomas2 espaol" in'l;s" c0ino" franc;s" etc. The Service Items listed below that have been shaded can be re orted u on using e!isting tools and rocedures" All other items will need to have a rocess defined for them" This tas# will re$uire commitments from the business% both in terms of develo ment time and budget" If roblems arise from the im lementation of emergenc& user re$uests'enhancements an& resultant failures attributable to this re$uest within () hours will not be measured against this

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*+A"

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SE;<I#E B;E1L4/5N B> ITE7 9/;:

"ervice #tem
P$ocedimiento del sopo$te

#tem Definition

!arget

$ea urement Criteria

$ea urement %re&uency

Sopo$te inicial oto$&ado po$ e.%ipo de $edes. El sopo$te $ecibi$M in*o$maciIn necesa$ia pa$a la c$eaciIn de la solicit%d. El cliente solicita$M el se$(icio de $edes mediante telN*ono. El se$(icio de $edes es $esponsable de obtene$ la si&%iente in*o$maciIn del %s%a$io a*ectado: !. Nomb$e completo del a*ectado D. PaKs ) ,ona E. 4i(isiIn de la emp$esa F. N%me$o de contacto O. Email ". ". ;e&ist$a$ todos los detalles de la *alla de $ed en B4oc%mento de Solicit%d de Se$(icios de ;edC. 8 En caso .%e no se c%ente con acceso tele*Inico, el a*ectado debe en(ia$ toda la in*o$maciIn necesa$ia al mail de se$(icio de $edes. Si no se c%enta con toda la in*o$maciIn, la solicit%d no se lle(a$M a cabo. Se le in*o$ma$M al a*ectado .%e (%el(a a en(ia$ los datos. 0as solicit%des son implementadas se&Pn las p$io$idades dadas po$ el solicitante. : El se$(icio de $edes $eali,a$M los escalamientos necesa$ios con el *in de $esol(e$ el incidente en el tiempo aco$dado se&Pn c$iticidad del p$oblema. El se$(icio de $edes es $esponsable del mane-o de la solicit%d tomando en c%enta la se(e$idad del p$oblema. Todas las solicit%des se$Mn mane-adas de *o$ma tele*Inica o email. 0a $esp%esta se$M en(iada lo antes posible al a*ectado. ;e(isa$ contin%amente el co$$eo elect$Inico po$ posible in&$eso de n%e(as solicit%d ;e(isiIn constante

;esponsabilidad de sopo$te de $edes

9 Q ;e(isa$ .%e la in*o$maciIn obtenida sea la adec%ada 9 Q ;esol%ciIn de p$oblemas de $edes dent$o de pla,os estip%lados. 9 Q ;eali,a$ escalamientos necesa$ios

;esponsabilidades de la ImplementaciIn del se$(icio

Escalamiento

!. Se$(icio de ;edes D. 1nalista de Sopo$te E. Sopo$te de se$(ido$es : Ins%*iciente doc%mentaciIn ) p$ocedimientos. : 0a cantidad de especialistas en $edes p%ede tene$ %n impacto en la ent$e&a opo$t%na del se$(icio. : #$eaciIn de Solicit%des con in*o$maciIn incompleta :

;est$icciones

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#ontacts El contacto se hace po$ llamada tele*Inica a Se$(icio de ;edes. 9%e$a de ho$a$io se debe llama$ a 1nalista de Sopo$te

Escalation P$oced%$e:
!. Se$(icio de ;edes - TelN*ono D. 1nalista de Sopo$te - TelN*ono E. Sopo$te de se$(ido$es - TelN*ono

;esponsables del doc%mento:

;od$i&o 9lo$es

/the$ NotesA#omments:
Este a$chi(o se$M $e(isado cada 8 meses. 0as modi*icaciones debe$Mn se$ ap$obadas po$ el $esponsable del doc%mento.