IT SLADOU templateIT服务等级协议模板.docx

IT SLADOU templateIT服务等级协议模板.docx

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ITSLADOUtemplateIT服务等级协议模板

DocumentofUnderstanding

Between

and

PREPAREDBY:

Note:

Onlytheoriginalsignedcopyofthisdocumentisacontrolledcopy.Allprintedcopiesareuncontrolledandforreferencepurposesonly.

TableOfContents

DocumentLocation

Thisdocumentisstoredinlibraryforaccessandreviewcontrol.

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RevisionHistory

Allsuggestions,comments,andrequestsforchangestothisdocumentshouldbedirectedtothedocumentowner.

Version

Date

ChangeDescription

ChangesMarked

o

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1.DocumentApprover

Thisdocumentwillbereviewedapprovedbythefollowinglistofapprovers.Documentreviewwillbedoneannuallybefore1stofJanuaryeveryyear.

Name

Responsibility

2.Distribution

Thisdocumenthasbeendistributedtothefollowingpeopleforreview

Name

Title

3.ReferenceDocuments

Thefollowingdocumentscanbefoundin___.Requeststoaccessthislibrarycanbesentto___.

DocumentTitle

Description

ProblemandChangeManagementprocedurefortheapplication

SecondLevelsupportdocumentationwhichincludesAccessManagementandsomesecondlevelsupportprocesses

Statementofworkbetween___andGlobalServicesAppliationMaintenenceandServicesteam

ServiceLevelAgreementbetween___andtheoperationsteamsineachcountries.

4.PURPOSE

ThisD.O.U.describestheagreementbetweenthe___and___toprovidesupportintheareasofapplicationslistedbelowandtheirrelatedfunctions.IncludedintheDOUisthesupportinformationonthefollowing:

∙Productionsupportforbusinessmatters

∙Rolesandresponsibilities

∙ApplicationAccessmanagement

∙Approvals

∙Audits

∙ITresourcerequirementandfunding

5.PersonnelandLocations

TheProductionSupportteamwillbelocatedin_____,Chinawhowillberesponsibleforprovidingsecondlevelsupporttotheapplicationsincludedinsection7.Theteamwillhaveprimaryandsecondarycontactpersonsandtheywillberesponsibleforprovidingon-callsupport.

6.ProjectDescription

Theobjectiveistotransitionsecondlevelsupportactivitiesintothe“CentreofExcellence”thathasbeenestablishedin_____China.TheCentreofExcellence（CoE）istohandleallsecondlevelsupportactivities（definitionasoutlinedinsectionsbelow）forthesystemsidentifiedinthisdocument.

7.SecondLevelSupportResponsibilities

TheSecondLevelSupportteamwillbeperformingthefollowingtasks:

1.MonitoringtheCriticalTasks

2.PerformAnalysisoftheissuesraisedbytheuser

3.Providetimelyfeedbackonissuesuntilitisresolved

4.ProvidetheApplicationDevelopmentteamthenecessaryinformationiftheissueneedscodefix.

8.SoftwareApplications

Thefollowingapplicationsaretransitionedaspartofthismigration.

Applications

Countries

BusinessArea

AustraliaandKorea

GlobalLogistics

Australia

GlobalLogistics

AP

GlobalLogistics

9.ApplicationUtilities

10.Exclusions

Theproductionsupportteamisnotresponsibleformakingcodechangesorworkingonenhancementprojects.

11.EscalationProcedure

Application

1stEscalation

2ndEscalation

12.ScheduleandEstimation

Thisdocumentofunderstandingwillbecomeeffectiveattheendofonsitetrainingprogramwhichissupposedtoendon______.Itwillbeeffectivetill______.

13.StaffingPlan

Thetotalnumberofsupportpersonnelrequiredforthisworkis___.Theapplicationwisedistributionisbelow.

ITisresponsibleforrecruitingqualifiedresources,trainingthemandidentifyingnecessaryback-uptomakesurethattheserviceisnotaffectedduetoresourceissues.

Currentlythefollowingresourcesareplannedtoperformthesupport.

14.Responsibilities

14.1.SupportTeamResponsibilities

14.1.1.ITCoEResponsibilities

∙Crosssystemfunctionalknowledge,toidentifywhichsystemiseffected

∙PointofcontactforkeyusersandsuperusersforproblemdeterminationandBetheProductionFocalPointfortheapplication

∙TrafficcopfordeterminingifproblemshouldberoutedtoDevelopment.ReferProblemandChangeManagementproceduresondetailsonraisingproblems.

∙Knowledgeofsystemsolutionsdevelopedtoresolvesimpleuserissues

∙RaiseManageNowticketswhenApplicationTechnicalSupportisrequiredandmonitortheissueuntilresolvedaccordingtoProblemManagementprocedures

（ReferProblemandChangeManagementprocedures）

∙Notificationofsystemoutagestofieldusers（refertotheDocumentLibrary）

∙Trackingofproblemstoclosure

∙Prioritizationofproblems

∙Liaisetodevelopmentforkeyusers/superusers/stakeholders

∙Coordinateanyproductionissuesthatrequireacodechangebetween___andtheApplicationBusinessAnalystbyraisingtheissuewiththeApplicationBusinessAnalyst

∙Managethecorrectionofdatathatrequireseitherupdateordeletionsthroughcreating___Workflowrequests.AnyProductionissuerequiring___supporttoraiseaManageNowticket-refertotheProblemandChangeManagementproceduresfordetails

∙Supportoflocalprinters–liaisetoprintsupportteam

∙Communicatewithkeyandendusersanysystemorapplicationmaintenanceinadvance.

∙Duringmonthandquarterendtimes,ensureextendedsystemavailabilityisorganisedbycoordinatingwiththe___teamandServiceDeliverytoensurethesystemisavailableformonthorquarterendrequirements.Inadditioncoordinateanyadhocrequestsfromuserstoscheduleextrainterfacerunstodownstreamsystemswith___.

∙Maintainprofilesanduseriddatabases（notSAP）

∙Manageupdatesorchangestoidentifiedproductionsupporttableswhichinclude.OtherrequeststoupdatetablesaretobecoordinatedwiththeApplicationBusinessAnalyst

∙Supportinensuringsystemavailabilityandintegrityduringsystemupgradesandmaintenance

∙Supportinensuringsystemavailabilityandintegrityduringsystemupgradesandmaintenance.Whererequiredwhenasystemupgradeisbeingperformed,supporttoverifythechangeshavenotnegativelyimpactedthesystemwillberequiredonrequestoftheTechnicalSupportteam.

∙Supporttherequirementsinensuringapplicationcontrolsarefollowedaccordingtotheproceduresdocumentedagainsttheapplication

∙WritesqueriesandsupportuserswithperformingSQLqueriesonApplication

∙Ensureapplicationcontrolsaremaintainedandadheredto,includingperformingaccessaudits.

∙WorkwithApplicationBusinessAnalystsintheeventachangerequestisreceivedbyendusers.

∙Documentproductionsupportissuesandupdaterelatedsupportdocumentation

∙Providesecond-levelsupporttoassignedapplicationsincludingmonthandquarterends（whichmayrequireoutofhourssupport）aspertheApplicationDesktopProceduresthatincludesbutnotlimitedtothefollowing:

a.Performanalysisofissuesraisedbyendusers

b.Providetimelyfeedbackonissuesuntilitisresolved

c.ProvidesecurityofficerroletograntaccesstotheapplicationaccordingtoAccessManagementprocedures

d.Provideon-callsupportduringmonthandquarterends

14.1.2.ITCoEManagerResponsibilities

∙ProviderequiredmetricstoITManager.

∙IfunabletoresolveuserqueriesthenredirecttherequesttoIT.

∙ITmanagerwillactasthelocationmanagerforITteamandwilltakecareofthepeoplerelatedissuesandmakesurethattheITteamperformstheagreeduponduties.

14.2.ClientResponsibilities

14.2.1.ITResponsibilities

∙Participateinknowledgetransitionduringtransitionphase.

∙ActasSubjectMatterExpertoncomplexissues.

∙Involveindiscussionswithusersandproductionsupportoncomplexissuesifrequired.

∙ITwillberesponsibleformakingcodechangesforproductionissuesorenhancementrequests.

14.2.2.ITManagerResponsibilities

∙ITManagerwillberesponsibleforcommittingtoenhancementrequests.

∙ITManagerwillhavetheoverallresponsibilityfortheApplicationsandcustomersatisfaction.

∙ITManagerwillberesponsibleforfunctionallymanagingtheITteam

∙ITManagerwillberesponsibletosetupthenecessarytrackingandcontrollingmechanismtoensurethatsystemavailabilityandperformanceismeetingtheuserexpectation.

∙ITManagerwillensurethatescalationsupportisavailablefromITteam.

14.2.3.ITApplicationBusinessAnalyst

∙ApplicationBusinessAnalystwillbesupportingtheITteamtoanalyseandresolvecomplexproblems.

∙ApplicationBusinessAnalystwillbetheco-ordinatorfortakinguptheissueswithifthereisacodechangerequired.

15.ChangeManagement

Thechangemanagementwillbehandledasperthechangemanagementproceduresattheapplicationlevel.

16.ProjectSkills

Theproductionsupportteammemberisrequiredtohavethefollowingskills.

TechnicalSkills:

Skill1:

ImportsandExportsProcesses-Level3

Skill2:

___System-Level3

Skill3:

___-Level3

Skill4:

SQL-Level4

Skill5:

BusinessWriting-Level3

Non-TechnicalSkills:

Skill1:

ProblemSolvingandAnalytical-Level4

Skill2:

CommunicationsandPresentation-Level4

Skill4:

Teamwork-Level4

SkillLevelDescription:

1-Noexperience,limitedknowledge;

2-Verylimitedexperience,hasgeneralknowledgeonly;

3-Hasperformedindependentlyinroutinesituations,canperformwithassistance,hasappliedknowledge;

4-Repeatedexperiencewithoutassistance,hasin-depthknowledge,candirectotherinperforming;

5-Extensiveandcomprehensiveexperience,comprehensiveknowledge,cangiveexpertadviceandleadotherstoperform.

17.HardwareSoftwareand