Planning worksheets

This agreement remains valid until superseded by a revised agreement mutually endorsed by the following signatories. The agreement is reviewed annually. Name___________________________Position__________________Date____________ Name___________________________Position__________________Date____________

Contract name_________________________________________________________________ Contract type (length)__________________________________________________________

With which customers, users, line of business, or group of employees is the agreement made? Customer name:_______________________________________________________________ Organization__________________________________________________________________ Department:__________________________________________________________________

Group or Role who can access the information:____________________________________

• Title
• Description
• Expiration date
• Reviewers
• Notification date
• Type of agreement (select one):
  • Service level agreement
  • Operational level agreement)
  • Underpinning contract
• Business Service--The business service to which the agreement relates. All service targets related to the agreement will inherit this business service.

The performance target used to track how well the service organization is performing since the effective date of the SLA. Compliance target____percent Define the level at which you consider the compliance target to be At Risk. Compliance target At Risk____percent

Periodic review periods: smaller periods of time over which performance is also monitored and reviewed; for example, daily, weekly, monthly, or quarterly. Periodic review periods: (1) ___________________________________________________________________________ (2) ___________________________________________________________________________ (3) ___________________________________________________________________________ (4) ___________________________________________________________________________

Determine the penalties for missed compliance targets and the rewards for meeting or exceeding these targets. Use the following table to complete the penalties and rewards information.

• Service target title
• Description
• The related application
• Type of goal
  • Request-based—A service target attached to an incident or change request that measures response or resolution time.
  • Availability—A service target that measures the time the asset or service is available or unavailable and determines the percent available, duration unavailable, and number of times unavailable.
  • CI Outage—A service targets that tracks the outages or unavailable instances for a specific configuration item (CI) defined within BMC Atrium CMDB.
  • Compliance-only—A service target that identifies the data set from an external source that has already been evaluated for a specific goal, and is used to perform the agreement compliance calculations
• Effective date

Terms and conditions (request-based, availability, and compliance-only service targets)

To which types of incidents, requests, assets, or services does this service target apply?
For example, this service target applies only when the incident priority is urgent (Priority=Urgent)
and the affected service
is the sales order entry process (Service=Sales Order Entry). _____________________________________________________________________________________________

You can choose a single goal and cost if the service target is missed, or you can set up a schedule for different costs to be applied on different days and times. For example, the cost for a business for a server to be out of commission might be less from midnight to 5:00 a.m. on a Sunday morning, than it is from 9:00 a.m. to 5:00 p.m. on a weekday.

Request-based goals

Availability and CI Outage commitments

What is the cost when the asset or CI is not available?

• Single goal and cost: Cost______________________________________________________________________________________
• Goal and cost schedule: Schedule 1

Determine the business times that the service target is in effect.

Workdays: The hours that customers can expect the service to be available (for example, 7 x 24, 08:00 to 18:00 - Monday to Friday). ______________________________________________________________________________

Holidays: List the holidays or exceptions when service is not provided. ______________________________________________________________________________

Maintenance Establish the times that the measurements should not take place, for example, during regular maintenance schedules: Schedule 1_______________________________________________________________ Schedule 2______________________________________________________________ Schedule 3___________________________________________________________________

Request-based service targets

When do you start measuring? For example: when each incident is submitted (Status=New) Start When____________________________________________________ When do you stop? For example: when each incident is resolved (Status=Resolved) Stop When_____________________________________________ Do you ever pause the measurement? For example, if the service desk is pending information from the customer (Status=Pending) Exclude________________________________________________ Specify a group in which you want data to be inherited if the request is passed from one person to another within this group. Group_____________________________________________________

Availability service targets

How do you know when the asset is available? (Status=Deployed) Available When__________________________________________________________ How do you know when the asset is unavailable? (Status=Down or Status=In Repair) Unavailable When____________________________________________________________

CI Outage service targets

Specify the outage condition that must be satisfied before the outage measurements for the CI are started. For example, Unavailability Type=Unscheduled Full Enter a lifecycle interval: Lifecycle Interval______________________________________________________________

In some cases, it might be appropriate to see internal operational level agreements (OLAs) or external underpinning contracts (UCs). If there is a dependency on another agreement, such as an OLA or a UC, make a note of the dependencies here. (For example, if the incident management team needs another internal service organization to resolve an issue before it can meet the resolution time for this SLA, note the dependency on the OLA with this other organization.) ______________________________________________________________________________

Define your escalation procedures and actions to take if a certain amount of time has passed. These proactive milestones and actions allow you to prevent lagging performance.

Milestones for request-based commitments

As you approach the goal, describe the actions that should occur, and when. Title of Milestone______________________________________________________________ Execute the milestone (choose one):

• When the measurement criteria for the start qualification are met Execute if___________________________________________________________________
• When the measurement criteria for the stop qualification are met Execute if___________________________________________________________________
• When the measurement criteria for the stop qualification are met Execute if___________________________________________________________________
• Specify a custom qualification Execute if___________________________________________________________________
• Specify the percentage of goal time from the start of the measurement At______________percent Execute if__________________________________________________________________
• Specify the time, as a percentage from the end of the measurement At______________percent Execute if__________________________________________________________________
• Specify the time in hours and minutes from the start of the measurement __________Hours_____Minutes Execute if__________________________________________________________________
• Specify the time in hours and minutes from the end of the measurement __________Hours_____Minutes Execute if__________________________________________________________________
• Is the milestone recurring? (That is, if an incident is still not resolved, perform this milestone, or set of actions, three times every 30 minutes.) Repeat for _____ times After every ____Hours ____ Minutes
• What actions would you like to occur? Possible actions include:
  • Send an email.
  • Page someone.
  • Run a command-line process or executable.
  • Trigger a workflow (for example, push fields, set fields, create a an incident request).
• Describe the actions that should occur when this milestone is reached.

Milestones for availability and CI outage commitments

How often would you like the system to calculate the availability of each asset, CI or service that applies to this service target? (Select the number of days between 1 and 7, where 1 means daily, 2 means every 2 days, and so on.)

• Title of milestone_____________________________________________________________
• What criteria should be checked for this milestone to occur? For example, execute the milestone if Availability Percent < 90.00.
• Availability options:
  • The Availability percent _____(operator)___percent AND or OR or / Execute if________________________________________________________________
  • The Availability down time___ (operator)____Hours _____ Minutes AND/OR/ / Execute if________________________________________________________________
  • The Availability Down Count (the number of down occurrences) ____(operator)______(value) AND/OR// __Execute if ______________________________________________________________
• What actions would you like to occur? Possible actions include:
  • Send an email.
  • Page someone.
  • Run a command-line process or executable.
  • Trigger a workflow, for example, push fields, set fields, create a an incident request. Describe the actions that should occur when this milestone is reached. ______________________________________________________________________________ Repeat the previous milestone section for each additional milestone you'd like to perform.

Reference the organization's change management procedures that must be followed to support compliance. ______________________________________________________________________________

Reference the organization's IT Service continuity plans, together with details of how the agreement might be affected. Details of any specific responsibilities (for example, data back-up, off-site storage). ______________________________________________________________________________

If your company has offices in different countries, create business entities for each office, specifying the business hours. This configuration allows cumulative calculations of an operational level agreement (OLA) service target across business entities. Business Entity 1 Name_______________________________________________________________________ Business hours_______________________________________________________________ Business Entity 2 Name_______________________________________________________________________ Business hours_______________________________________________________________ Business Entity 3 Name_______________________________________________________________________ Business hours_______________________________________________________________

Brief mention of and reference to the organization's security policy (covering issues such as password controls, security violations, unauthorized software, viruses, and so on). Include details of any specific responsibilities (that is, virus protection, firewalls).

_______________________________________________________________________

The maximum number of service breaks that can be tolerated within an agreed period (can be defined as number of breaks, for example, four per year, or as a mean-time-between-failure (MTBF)). Definition of what constitutes a "break" and how these are monitored and recorded. ______________________________________________________________________________

Details of any charging formulas used, or reference to charging policy document. Include details describing invoicing and payment conditions, and so on. Also include details describing any financial penalties or bonuses that are paid if service targets do not meet expectations. What are the penalties or rewards and how are they be calculated, agreed to, and collected or paid? ______________________________________________________________________________

Details of how and when the service targets are reviewed. Include details of reporting to take place, of formal review meetings, and so on. Also include details describing who will be involved and in what capacity. ______________________________________________________________________________

Details of how to contact the service desk, the hours it will be available, and what to do outside these hours to obtain assistance (for example, on-call support, third-party assistance and so on). It might include reference to internet/intranet self help and incident logging. ______________________________________________________________________________