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Patricia Méndez, Mats Moller. CERN, 25-Nov-2011. Outlook. Welcome to this Service Support meeting , we would like to share with you the following points: Where we are now Who is who in the new organization Any question you have , on demand: Current SLA document Future OLA - PowerPoint PPT Presentation
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Service Support 1st Meeting
Patricia Méndez, Mats Moller
CERN, 25-Nov-2011
09/11/2010 Page 2
Outlook
Welcome to this Service Support meeting, we would like to share with you the following points: Where we are now Who is who in the new organization Any question you have, on demand:
Current SLA document Future OLA
Raise any topic you want to be discuss
09/11/2010 Page 3
Where are we now
Fast answer: IT-DI-SM The CERN Contract Management part has been moved to IT-DI, in
particular to the Service Management Section Based on the role taken by SNOW at CERN (managed by the Service
Management team) and on your work this was the natural placement
This group movement does not affect the work you are performing We want to ensure close interaction between support lines in the
context of the same project
09/11/2010 Page 4
Who is who in the new picture
Organization CERN Person SERCO Person
Role CERN Service Desk Manager Barbara Brugger
Service Manager on Duty Dave Underhill (will grow up)
Service Management Team Mats Moller, Reinoud Martens, Olaf Van der Vossen
Contract Manager Patricia Méndez Lorenzo (Nicole Cremel as deputy)
Contract Operations Manager Catherine Delamare, Nicole Cremel
Service Desk Team Leader Emilie Kirschner
Contract Operations Manager on site
Corine Costaz-Cayla
Contract Manager Arnaud Laure
09/11/2010 Page 5
Service Level Management
SLA status Already activated in the system Notifications not activated Common for all services and changing on the priority base
We would like to keep this schema as much as possible
Applicable to Incidents only (still to decide their implementation for Requests in 2012) Text under review (details in following slides)
OLA status Under preparation
UC status We do not foresee their implementation in the system
09/11/2010 Page 6
SLA (1)
The current SLA documents are all previous to the “SNOW era” and to the Service Management project Different SLA documents for each service block:
Service Desk Computing hardware repair and spare parts management Windows, Linux and Mac Support Mail and Web Video-conferencing, Audiovisual, Public Information Points and Exhibition Operations Anti-virus Printing and Fax Extensions for Engineering Computing, Finance, Training Centre and Logistics
These documents need to evolve towards the current Service management infrastructure The current Service catalogue contents and infrastructure have to be reflected inside We have gained one year of valuable experience to improve and update this documentation
towards a more robust service The documentation has to reflect the current status of the Service Support infrastructure using best practices
including Continual Service Improvement also reflected in the SLA
09/11/2010 Page 7
SLA (2)
Structure SLA Document: Main document not intended to include many changes
It is a single document including all previous services compliant with the Service Catalogue SE contents
Technical Annex: It might change depending on the evolution of the services Complements the previous document, compliant with the Service Catalogue FE contents and includes recipes for the
daily work
Statistics Annex Set of KPIs to be measured through SNOW
What this new SLA document implies Single and homogeneous document for all services supported by 1st and 2nd Level following the new Service Management
structure than entered in production on 15th Feb 2011 Inclusion of the GS services (GS-AIS and 2nd Level) following the Service Management structure
What this new SLA document does NOT imply Short term changes in the current Serco team work We do not foresee new contracts coming up from this new documentation
We are working on a new set of SLA documents
09/11/2010 Page 8
SLA (3)
Meetings participation Currently we meet during the bi-monthly SSORM meeting We need to cope with our and with user’s needs in terms of meetings (meeting review ongoing)
Reports Operational reports will be available through the SNOW reporting structure They will be available based on your assignment groups and organization structure in the left hand
menu of the SNOW tool
KPIs Definition of the KPIs ongoing Homogeneous set of KPIs for all services calculated through SNOW reporting structure:
Ticket capacity, Call capacity and abandoned calls ratio Service Time, Reaction Time, Resolution Time, Work effort time, on hold time, target resolution, knowledge base
usage…
We will review and present this new SLA during the Contract Review meeting (possible date 9/12)
We want to review
09/11/2010 Page 9
Catalogue Overview 8/2011
Service Area
Customer ServiceService Owner
Service ElementCustomer
User
3rd Line Support Group
2nd Line Support Group
Functional Service Manager
OWH Support Group
Functional Element
OLA
Contracts
A
OLA
OLA
OLA Template
1nd LineSERVICE DESK OLA
People
Service levels
Service hours =
Schedule
SLA(s)
Service levels
Service hours =
Schedule
09/11/2010 Page 10
Similar structures for SLA & OLA
Service Area
Customer ServiceService Owner
Service ElementCustomer
User
3rd Line Support Group
2nd Line Support Group
Functional Service Manager
OWH Support Group
Functional Element
OLA
Contracts
A
OLA
OLA
OLA Template
1nd LineSERVICE DESK OLA
People
Service levels
Service hours =
Schedule
SLA(s)
Service levels
Service hours =
Schedule
09/11/2010 Page 11
Template OLA per FE Detailed OLA per support group possible
Service Area
Customer ServiceService Owner
Service ElementCustomer
User
3rd Line Support Group
2nd Line Support Group
Functional Service Manager
OWH Support Group
Functional Element
OLA
Contracts
A
OLA
OLA
OLA Template
1nd LineSERVICE DESK OLA
People
Service levels
Service hours =
Schedule
SLA(s)
Service levels
Service hours =
Schedule
09/11/2010 Page 12
Contracts in support groups UC implemented like OLA
Service Area
Customer ServiceService Owner
Service ElementCustomer
User
3rd Line Support Group
2nd Line Support Group
Functional Service Manager
OWH Support Group
Functional Element
UC
Contracts
A
OLA
OLA
OLA Template
1nd LineSERVICE DESK OLA
People
Service levels
Service hours =
Schedule
SLA(s)
Service levels
Service hours =
Schedule
