[计算机]ITIL 中SLA范本.doc

Indiana Office of Technology (IOT) Delivery Services Enterprise Service Level Agreement (version 2) Prepared by: State of Indiana Indiana Office of Technology Delivery Services Prepared for: State of Indiana Indiana Office of Technology Effective July 2007 – June 2008 (will be updated annually) Table of Contents Section Page Introduction 3 IOT Delivery Services Service Environment 3 IOT Delivery Services Service Level Agreement Components 3 Customer Services, Service Level Requirements (SLR’s) 4 IOT Delivery Services Customer Service Goals 4 General Description of Service Environment and Facilities 4 Hardware and Software 4 Roles and Responsibilities 5 Customer Service – Service Level Requirements 5 Systems Administration Services, Service Level Requirements (SLR’s) 7 IOT Delivery Services Systems Administration Goals 7 General Description of Service Environment and Facilities 7 Hardware and Software 7 Roles and Responsibilities 8 Systems Administration Services – Service Level Requirements 9 Network Services, Service Level Requirements (SLR’s) 11 IOT Delivery Services Network Services Service Goals 11 General Description of Service Environment and Facilities 11 Hardware and Software 11 Roles and Responsibilities 12 Network Services Service – Service Level Requirements 13 Field Operations, Service Level Requirements (SLR’s) 15 IOT Delivery Services Field Operations Goals 15 General Description of Service Environment and Facilities 15 Hardware and Software 15 Roles and Responsibilities 16 Field Operations – Service Level Requirements 17 Escalation Process 20 Sample Monthly SLA Compliance Report 21 Service Level Agreement Map 22 IOT Delivery Services Enterprise Service Level Agreement Introduction The Indiana Office of Technology (IOT) has partnered with many of the State of Indiana Agencies to consolidate and centralizing IT functions