SLA Implementation

Global Technology Infrastructure
Service Level Agreements - Implementation
Michael Quiambao Gilbert Asuncion Jonathan Palacio Alvin de Sagun Aquino Jessie Sarmiento Louie David
2010 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc. 2010 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
www.sutherlandglobal.com www.sutherlandglobal.com

Agenda: 1. Service Level Agreements - Introduction 2. Incidents and Service Requests and their corresponding SLAs 3. Standard Procedures (Tickets and Service Request) 4. Internal Escalation Procedures Urgent issues 5. Critical Incident Management Process 6. Reports
2010 Sutherland Global Services Inc., All rights reserved. Privileged and confidential information of Sutherland Global Services Inc.
www.sutherlandglobal.com 28 April 2010

Service Level Agreement Implementation :
The Service Level Agreements , just like your SLAs with the client, serves as our commitment in providing the required service to you as our customers.
These SLAs were based on the inputs that we got from the SGS Management team, and based on the SLAs being used in the Industry.
What are considered as Incidents and What are Service Request ?

Incidents are considered as those instances when you have a perfectly working system, application, or other technology related services that suddenly stops functioning normally (system hang, hardware or OS crash, phone re-initializing, etc). Service request are those that require long lead times to provide or service. These matters normally require approvals ,or have dependencies (System changes, availability of the before the service can be provided, Ramp Plans, request for new equipment, procurements, etc).
Both Service Request and Incidents have their respective SLAs.

Service Level Agreement Priority Levels
Critical
Multiple users totally down (no buffer seats)
High
Single user totally down (no buffer seats)
Normal
Single user with workaround (with buffer seats)
Response 15 mins
Resolution 2 hours
Response 30 minutes
Resolution 4 hours
Response 1 hour
Resolution 8 hours
Appendix 1: SLA Categories per ticket type

Service Level Agreement Service Request
Form Name
SLA (in days)
Workflow Roles - Approver Action Team
Description
1
NT Account / IVR Password Reset
GSD
Domain Account and Password Reset New, ammendments, delete, GSD or Client password resets for priveleges on Tools (Applications)
Comment alternative - Self Service password Reset 1. Web based Password reset tool (new) http://passwordreset 2. IVR based Password reset tool
5
Application Privileges
5
PC / Wyse Installation 55 New IT equipment
COPS CAPLAN
GTI Deskside
Installation of any PC/Wyse
depending on the availability - Please use the Service Improvement Plan
Finance
Procurement PC, monitors, Avaya phones,Analog Team Phones,Printers, IP phone and fax machines
Appendix 1: SLA Categories per Service Request

Service Level Agreement Service Request
Form Name
SLA (in days)
Workflow Roles - Approver Action Team
Description
1
NT Account / IVR Password Reset
GSD
Domain Account and Password Reset New, ammendments, delete, GSD or Client password resets for priveleges on Tools (Applications)
Comment alternative - Self Service password Reset 1. Web based Password reset tool (new) http://passwordreset 2. IVR based Password reset tool
5
Application Privileges
5
PC / Wyse Installation 55 New IT equipment
COPS CAPLAN
GTI Deskside
Installation of any PC/Wyse
depending on the availability - Please use the Service Improvement Plan
Finance
Procurement PC, monitors, Avaya phones,Analog Team Phones,Printers, IP phone and fax machines
Appendix 1: SLA Categories per Service Request
Standard Escalation Procedure
> 6400 is the First Level of Support > GSD will provide FCR and escalate or route the ticket to the different teams who will handle/ attend to the ticket/request > Follow Ups are done via 6400
First Level
> All Tickets/Request should be raised via 6400 > Or via Web Console (http://intra and clicking on MyHelpdesk Console)
Internal Escalation Procedure
> For URGENT Concerns, you can call the GTI Extension/s or shift phones, or escalate to the GTI Manager, Senior Manager, then finally to our AV > You can also send an e-mail to the GTI Distribution List of the respective sites (GTI TCC , GTI Manila (EBP), GTI Davao, GTI Tarlac, GTI Cam Sur, GTI Clark). >If the does not fall under our respective area of responsibility or queue, we will help with the follow up and closure by coordinating with the Relative parties responsible for the infrastructure

GTI Extensions Clark 2920 - GTI Clark 2927 - GTI Clark 282919 - GTI Clark TCC 3679 GTI TCC 2997 GTI TCC 2 3088 GTI TCC 3 Davao 2963 Luisa GTI Office1 2978 Luisa GTI Office2 287530 Venue GTI Office1 Tarlac 6222 GTI Office 283240 GTI Office GTI Shift Phones
09178628054 GTI Camsur 09175126413 GTI Tarlac 09178659062 GTI Davao 09175561942 GTI Clark 09175561836 GTI EBP 09175153486 GTI TCC
CamSur 3664 GTI Office 6143 GTI Office (India Extension) EBP 3610 - GTI Office 3615- GTI Office

GTI Management Contact Details :
Michael Luna Quiambao (AVP IT Operations) Michael.Quiambao@SutherlandGlobal.com 0917 5950350 -283046 Gilbert Asuncion (Director IT Projects) Gilbert.Asuncion@SutherlandGlobal.com 0917 8619421 / Avaya Ext. 283092 Alvin Aquino (Senior Manager) TCC,EBP,Davao Alvin.Aquino@SutherlandGlobal.com 0917 8627140 / Avaya ext. 285192 Jonathan Palacio (Manager) Clark, Tarlac, Cam Sur Jonathandumago.palacio@SutherlandGlobal.com 0917 8596196 / Avaya ext. 285127 Louie David (Manager) Tarlac Louie.david@SutherlandGlobal.com 0916 7417994 / Avaya Ext. 283030 Jessie Sarmiento (Manager - IT Projects) Jessie.Sarmiento@SutherlandGlobal.com 0917 5561857 / Avaya Ext. 2999 Charo Jones Beltran (Manager) - Davao CharoJonesDeVera.Beltran@SutherlandGlobal.com (0917-5944083 / Avaya Ext: 283221)
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REMINDER!!!!
Every time you call Service Desk, please provide the following information so that your request can be processed easily and quickly and so that your ticket can be categorized accordingly.
Your Employee Id or Your Windows user name Your contact number (Extension and Cell Phone) Your Location Your Cubicle or Office information like Cube/Office Number Program you work for (provide a standard e.g. Broadview Networks + specific LOB) Detail description of the problem or request you have Screen shot of error message (if any) Necessary approvals (specially for Service Request)
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Critical Incident Management Process
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Critical Incident Management Process

Start of the Incident Service Delivery identifies an outage GNOC identifies an outage Local GTI Identifies an outage. Service Delivery informs GSD and Local GTI and ensures a Critical Ticket is created. GNOC identifies an outage, calls GSD and ensures a Critical Ticket is created. Local GTI logs into 9111 and informs GSD/GNOC and ensures a Critical Ticket is created.
GSD creates a Critical ticket, inform GMOD/ local GTI and joins 9111 bridge GSD/TCO Communicates the incident to the designated Sutherland internal team, and follows the client process of intimating / escalating / engaging them as per their IM process
GNOC/GTI jointly diagnose the incident
GSD Escalates the same to SME to engage them on 9111 bridge
Local GTI Coordinates with SD on the Floor & provide regular updates on the bridge to help diagnosis and to facilitate the communication path
Is the issue identified and resolved / work around provided within 30 min.
Is it a Wok around / Solution
Work around
SME able to find Solution
GSD/TCO sends interim update / progress on the diagnosis to the SD and Client
GSD/TCO alerts all GTI Sr.Mgt. and SD Team and engage them on 9111 bridge
SME assigns the ticket to GSD and GSD escalates to Problem Mgt. Solution
Problem Mgt Close of Incident
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User:
Parties Involved
Any employee or a group of employees who seek the services from the Sutherlands Global Technology Infrastructure organization. The service desk organization who is the single point of contact for all the technology issues as well as technology service requirements.
Global Service Desk (GSD):
Service Provider (SP)/ Subject Matter Expert (SME):

The team within the GTI organization that acts as an escalation point for all the incidents that the GSD is unable to provide closure for, or is unable to find a permanent solution.
Technology Communication Officer (TCO):

The team within the GTI organization that communicates any incidents, that adversely impacts the production, to the client and keeps the client appraised of the progress starting from the incident notification to service restoration and the root cause analysis.
Problem Management (PM):

The team of specialists within the GTI organization that proactively as well as reactively works towards ensuring the smooth functioning of the technology infrastructure. They act as the escalation point for all the incidents that are repetitive in nature and for all those incidents for which the root cause is unknown and work towards finding a permanent fix or the same. This team also includes external technology service providers as well.
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Expectations from Service Delivery

Incident Management - Service Delivery
Service Delivery Action Items
Service Delivery CCOD/MOD calls GSD to create incident ticket GSD: 334-6400 Call Local GTI Intimate client (directly or through TCO) Inform Service Delivery management Escalate to Geo GTI management: Escalate to Global GTI management
Critical (not impacting production)
Critical (impacting production)

Immediately call 6400 and open 'Large Outage' ticket Call local GTI immediately Send email as well as call the client (through TCO) Call within 15 minutes Call within 15 minutes Call Within 30 minutes
Recommended Mandatory
Immediately call 6400 and open 'Large Outage' ticket Call local GTI immediately Send e-mail immediately (through TCO) Call/SMS/mail within 1 hour Call/SMS within 1 hour Call/SMS within 4 hour
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GSD call flow
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GSD call flow
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GSD call flow
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Reports: 1. Monthly SLA Report will be published by GSD and GTI > These reports will be published/cascaded to the Programs for Progress and Performance Monitoring 2. Root Cause Analysis > RCA for local issue should be provided in the next 2-4 hrs. 3. Incident Notification Reports, Incident Closure Reports, Interim RCA, as well as the official RCAs for Critical Issues will be published by the TCO (Technology Communication officer) .
Communication Definition Timeline
Incident Notification Report
Communication notifying the client about the production incident
Within 5 minutes of the incident/ qualification
Incident Closure Report
Communication notifying the client about the service restoration
Within 5 minutes of the restoration of service
Interim Report
Incase the service restoration takes more than 30 minutes, communication to the client stating the efforts being put to restore the service
If the restoration does not take place within 30 minutes of qualification By COB of next business day Incase the same is not available, an interim report will be dispatched The final RCA will be sent within 3 working days from the interim RCA.
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Root Cause Analysis
Communication enumerating the root cause of the production incident and its mitigation plan
Thank You
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SLA Implementation

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Global Technology Infrastructure

Service Level Agreements - Implementation

Global Technology Infrastructure

www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

What are considered as Incidents and What are Service Request ?

Both Service Request and Incidents have their respective SLAs.

www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

Appendix 1: SLA Categories per ticket type

www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

Workflow Roles - Approver Action Team

depending on the availability - Please use the Service Improvement Plan

Appendix 1: SLA Categories per Service Request

www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

Workflow Roles - Approver Action Team

depending on the availability - Please use the Service Improvement Plan

Appendix 1: SLA Categories per Service Request

www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

Standard Escalation Procedure

www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

Internal Escalation Procedure

www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

Global Technology Infrastructure

www.sutherlandglobal.com 28 April 2010

Critical Incident Management Process

12 www.sutherlandglobal.com 28 April 2010

Critical Incident Management Process

GNOC/GTI jointly diagnose the incident

GSD Escalates the same to SME to engage them on 9111 bridge

Is it a Wok around / Solution

SME able to find Solution

Problem Mgt Close of Incident

13 www.sutherlandglobal.com 28 April 2010

Global Service Desk (GSD):

Service Provider (SP)/ Subject Matter Expert (SME):

Technology Communication Officer (TCO):

Problem Management (PM):

14 www.sutherlandglobal.com 28 April 2010

Expectations from Service Delivery

Critical (not impacting production)

Critical (impacting production)

15 www.sutherlandglobal.com 28 April 2010

GSD call flow

16 www.sutherlandglobal.com 28 April 2010

GSD call flow

17 www.sutherlandglobal.com 28 April 2010

GSD call flow

18 www.sutherlandglobal.com 28 April 2010

Global Technology Infrastructure

Incident Notification Report

Communication notifying the client about the production incident

Within 5 minutes of the incident/ qualification

Incident Closure Report

Communication notifying the client about the service restoration

Within 5 minutes of the restoration of service