IT Service Management (ITSM) - NC
Office of Information Technology Services
Service Level Agreement
IT Service Management (ITSM)
November 12, 2013 v2
Service DescriptionService Description
IT Service Management (ITSM)
Service Description
IT Service Management (ITSM) is a shared service that provides a cost-effective, reliable, scalable, secure, feature-rich software tool that can be used by state agencies to manage Incidents, Service Requests, Problems, and Changes in support of customers and lines of business. This service uses the BMC? Remedy IT Service Management suite of tools, which is compliant with the Information Technology Infrastructure Library (ITIL). Key features and functions for the service include: Incident Management for managing and tracking Incidents; Problem Management for managing Problem investigations from detection to eradication (through the ITIL sub-processes of Problem Control, Error Control, and Pro-Active Problem Analysis); Change Management for tracking scheduled and planned infrastructure changes; and Service Level Management for tracking Service Level commitments with customers and from vendors, thus allowing management to pinpoint weaknesses and take corrective action.
Service Commitments
Target Service Availability is 99.90%
The general areas of support (such as Incident and Change Management) applicable to every ITS service, are specified in the ITS Global Service Levels document.
Hours of Availability
This service is available 24 x 7, excluding planned outages, maintenance windows, and unavoidable events. Maintenance windows are used only when needed for planned changes that have gone through the ITS Change Management process.
In addition to the standard ITS maintenance windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.
The planned maintenance windows for ITSM are from 12:00 noon to 6:00 p.m. Saturday and from 4:00 a.m. to 12:00 noon on Sunday
ITS Responsibilities
Please refer to the current in-force Memorandum of Understanding (MOU) by/between ITS and this customer for the inventory of all applicable roles and responsibilities for ITS in this service domain.
Customer Responsibilities
Please refer to the current in-force Memorandum of Understanding (MOU) by/between ITS and this customer for the inventory of all applicable roles and responsibilities for the customer in this service domain.
Service Level Agreement: IT Service Management (ITSM)
Page 2
Service Level Agreement ScopeService Level Agreement Scope
Service Level Agreement Scope
This agreement specifies only the standard operational service commitments and responsibilities of ITS and its customers. Customer-specific deviations from these commitments and responsibilities will be specified in an accompanying Memorandum of Understanding. Service rates are outside the scope of this agreement and are specified in financial documents
Service Level Agreement: IT Service Management (ITSM)
Page 3
Customer SignaturesCustomer Signatures
Signatures of Approval and Agreement Date
Customer Signatures
Agency Head or Designee:
Name
Title
Signature
Date
Agency Chief Financial Officer:
Name
Title
Signature
Date
ITS Signature
State Chief Information Officer:
Name
Title
Chris Estes
State CIO
Signature
Date
Service Level Agreement: IT Service Management (ITSM)
Page 4
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