IT SLADOU templateIT服务等级协议模板.docx

1、IT SLA DOU templateIT服务等级协议模板Document of Understanding BetweenandPREPARED BY:Note: Only the original signed copy of this document is a controlled copy. All printed copies are uncontrolled and for reference purposes only. Table Of Contents Document LocationThis document is stored in library for acces

2、s and review control.-Revision HistoryAll suggestions, comments, and requests for changes to this document should be directed to the document owner.VersionDateChange DescriptionChanges Markedo-1.Document ApproverThis document will be reviewed approved by the following list of approvers. Document rev

3、iew will be done annually before 1st of January every year.NameResponsibility2.DistributionThis document has been distributed to the following people for reviewNameTitle3.Reference DocumentsThe following documents can be found in_. Requests to access this library can be sent to _.Document TitleDescr

4、iptionProblem and Change Management procedure for the applicationSecond Level support documentation which includes Access Management and some second level support processesStatement of work between_and Global Services Appliation Maintenence and Services teamService Level Agreement between _and the o

5、perations teams in each countries.4.PURPOSEThis D.O.U. describes the agreement between the _and _ to provide support in the areas of applications listed below and their related functions. Included in the DOU is the support information on the following: Production support for business mattersRoles an

6、d responsibilitiesApplication Access management Approvals AuditsIT resource requirement and funding5.Personnel and LocationsThe Production Support team will be located in _,China who will be responsible for providing second level support to the applications included in section 7. The team will have

7、primary and secondary contact persons and they will be responsible for providing on-call support.6.Project DescriptionThe objective is to transition second level support activities into the “Centre of Excellence” that has been established in _China. The Centre of Excellence (CoE) is to handle all se

8、cond level support activities (definition as outlined in sections below) for the systems identified in this document.7.Second Level Support Responsibilities The Second Level Support team will be performing the following tasks:1.Monitoring the Critical Tasks2.Perform Analysis of the issues raised by

9、the user3.Provide timely feedback on issues until it is resolved4.Provide the Application Development team the necessary information if the issue needs code fix.8.Software ApplicationsThe following applications are transitioned as part of this migration.ApplicationsCountriesBusiness AreaAustralia an

10、d KoreaGlobal LogisticsAustraliaGlobal LogisticsAPGlobal Logistics9.Application Utilities10.ExclusionsThe production support team is not responsible for making code changes or working on enhancement projects. 11.Escalation ProcedureApplication1st Escalation2nd Escalation12.Schedule and EstimationThi

11、s document of understanding will become effective at the end of onsite training program which is supposed to end on _.It will be effective till _.13.Staffing PlanThe total number of support personnel required for this work is _. The application wise distribution is below. IT is responsible for recru

12、iting qualified resources, training them and identifying necessary back-up to make sure that the service is not affected due to resource issues. Currently the following resources are planned to perform the support.14.Responsibilities14.1.Support Team Responsibilities14.1.1.IT CoE ResponsibilitiesCro

13、ss system functional knowledge, to identify which system is effectedPoint of contact for key users and super users for problem determination and Be the Production Focal Point for the applicationTraffic cop for determining if problem should be routed to Development. Refer Problem and Change Managemen

14、t procedures on details on raising problems.Knowledge of system solutions developed to resolve simple user issuesRaise ManageNow tickets when Application Technical Support is required and monitor the issue until resolved according to Problem Management procedures(Refer Problem and Change Management

15、procedures)Notification of system outages to field users (refer to the Document Library)Tracking of problems to closurePrioritization of problemsLiaise to development for key users / super users / stake holders Coordinate any production issues that require a code change between _ and the Application

16、 Business Analyst by raising the issue with the Application Business AnalystManage the correction of data that requires either update or deletions through creating _ Workflow requests. Any Production issue requiring _ support to raise a ManageNow ticket - refer to the Problem and Change Management p

17、rocedures for details Support of local printers liaise to print support teamCommunicate with key and end users any system or application maintenance in advance.During month and quarter end times, ensure extended system availability is organised by coordinating with the _ team and Service Delivery to

18、 ensure the system is available for month or quarter end requirements. In addition coordinate any adhoc requests from users to schedule extra interface runs to downstream systems with_. Maintain profiles and userid databases ( not SAP)Manage updates or changes to identified production support tables

19、 which include. Other requests to update tables are to be coordinated with the Application Business Analyst Support in ensuring system availability and integrity during system upgrades and maintenanceSupport in ensuring system availability and integrity during system upgrades and maintenance. Where

20、required when a system upgrade is being performed, support to verify the changes have not negatively impacted the system will be required on request of the Technical Support team.Support the requirements in ensuring application controls are followed according to the procedures documented against the

21、 application Writes queries and support users with performing SQL queries on ApplicationEnsure application controls are maintained and adhered to, including performing access audits.Work with Application Business Analysts in the event a change request is received by end users.Document production sup

22、port issues and update related support documentation Provide second-level support to assigned applications including month and quarter ends (which may require out of hours support) as per the Application Desktop Procedures that includes but not limited to the following:a.Perform analysis of issues r

23、aised by end usersb.Provide timely feedback on issues until it is resolvedc.Provide security officer role to grant access to the application according to Access Management proceduresd.Provide on-call support during month and quarter ends14.1.2.IT CoE Manager ResponsibilitiesProvide required metrics

24、to IT Manager.If unable to resolve user queries then redirect the request to IT.IT manager will act as the location manager for IT team and will take care of the people related issues and make sure that the IT team performs the agreed up on duties. 14.2.Client Responsibilities14.2.1.IT Responsibilit

25、ies Participate in knowledge transition during transition phase. Act as Subject Matter Expert on complex issues.Involve in discussions with users and production support on complex issues if required. IT will be responsible for making code changes for production issues or enhancement requests.14.2.2.

26、IT Manager ResponsibilitiesIT Manager will be responsible for committing to enhancement requests.IT Manager will have the overall responsibility for the Applications and customer satisfaction.IT Manager will be responsible for functionally managing the IT teamIT Manager will be responsible to set up

27、 the necessary tracking and controlling mechanism to ensure that system availability and performance is meeting the user expectation.IT Manager will ensure that escalation support is available from IT team.14.2.3.IT Application Business AnalystApplication Business Analyst will be supporting the IT t

28、eam to analyse and resolve complex problems.Application Business Analyst will be the co-ordinator for taking up the issues with if there is a code change required.15.Change ManagementThe change management will be handled as per the change management procedures at the application level.16.Project Ski

29、llsThe production support team member is required to have the following skills.Technical Skills:Skill 1: Imports and Exports Processes - Level 3Skill 2: _ System - Level 3Skill 3: _ - Level 3Skill 4: SQL - Level 4Skill 5: Business Writing - Level 3Non-Technical Skills:Skill 1: Problem Solving and An

30、alytical - Level 4Skill 2: Communications and Presentation - Level 4Skill 4: Teamwork - Level 4Skill Level Description:1 - No experience, limited knowledge;2 - Very limited experience, has general knowledge only;3 - Has performed independently in routine situations, can perform with assistance, has applied knowledge;4 - Repeated experience without assistance, has in-depth knowledge, can direct other in performing;5 - Extensive and comprehensive experience, comprehensive knowledge, can give expert advice and lead others to perform.17.Hardware Software and