【正文】 Also perform activities required to implement approved capacity and operational usage change requests.System Administration TaskService MeasurePerformance TargetSLRCapacity/Performance Introductory description of the service area’s support functions Systems Administration services for administration and support of State of Indiana desktops, remote servers, and local (data center) servers as defined in the IOT Delivery Services Systems Administration Services portion of this Service Level Agreement. Service level requirements that identify the levels of service to be providedIOT Delivery Services – Customer Service,Service Level Requirements (SLR’s)Indiana Office of Technology (IOT) Delivery Services shall provide State of Indiana Agency customer service in the form of an enduser puting resource Customer Service desk. IOT Delivery Services shall be responsible for operating a single point of contact, level two (2), Customer Service team in support of requests for puting for State of Indiana Agencies. IOT Customer Service shall provide support to the customer for all services and activities included in the scope of the agreement, including all Service Level Requirements. IOT Delivery Services Customer Service GoalsIOT Delivery Services has established several goals for Customer Service. The overall goal is to provide measured high quality customer service in a costeffective manner. A summary of the Customer Service goals are as follows: 1. Customer Service shall be the single point of contact to initiate solving State of Indiana customer’s puting resource and information technology problems from processing a customer trouble call, and to request a development project. 2. Customer Service shall strive to meet the following Service Level Requirementsa. Speed to Answer calls,b. Call Abandonment Rate,c. EMail Response Rate (via Helpdesk Assistant),d. 1st Level Call Resolution Rate,e. Customer Satisfaction.3. Customer Service management tool(s) and the Automated Call Distribution (ACD) system shall provide data to:a. Track trends, b. Determine issues, c. Provide reporting for root cause analysis,d. Allow for appropriate reassignment of issues to other IOT service groups. General Description of Service Environment and Facilities IOT Delivery Services Customer Service shall provide services to all State of Indiana Agencies within the private network. The team operates 6am – 6pm Monday through Friday, with a small subset of the team working a few designated hours on weekends. Outside of these hours of operation a trouble call will be forwarded to a designated Customer Service standby staff. IOT Delivery Services is located on the 5th floor of the Indiana Government Center North building. Hardware and Software All hardware and software used for the provision of Customer Service described in this Service Level Agreement are provided and supported by IOT Delivery Services.Roles and ResponsibilitiesThe following are the roles and responsibilities for providing Customer Services.IOT Customer Service Roles and Responsibilities1.Develop, document, approve, amp。 improvement plans as appropriate.29.Document and maintain network specifications, configurations, topology and diagrams.30.Document and maintain inventory of all software used in managing the network environment, all supported hardware used in the network environment, and all supported network circuits and pointtopoint connections in the State of Indiana private network environment. 31.Prepare network engineering plans and schedules to support new and enhanced applications, architectures, and standards.32.Conduct preinstallation site surveys, as applicable, stage new and upgraded equipment and software to smoothly transition into production environment, and install new hardware and software ponents into production (., routers, firewalls, RAS servers, etc.).33.Install/apply preventative maintenance releases and fixes, service packs, and other program services provided by manufacturers to ensure proper operation of installed operating systems as needed.IOT Delivery Services Network Service – Service Level RequirementsNetwork Availability SLRDefinition
。 policies.2.Provide a single point of contact for State of Indiana Agency customers to request assistance (service requests, problem notification, inquiries, etc…) for the specified coverage times indicated in Service Level Requirement (SLR).3.Provide a system to document, manage, and track all requests for service, problem reports, and inquiries regardless of the means by which the request is submitted (. telephone, , direct online input by endusers).4.Categorize, prioritize, and log all IT inquiries/problems/requests entered into the management and tracking system.5.Comply with all escalation and notification requirements.6.Track call data and statistics such as number of calls and calls abandoned。 Field Operations provides for the support, maintenance, and management for the State of Indiana private network distributed puting environment as defined in the IOT Delivery Services Field Operations portion of this Service Level Agreement.IOT Delivery Services Service Level Agreement ComponentsThis SLA is presented in four sections. Each section provides the description and levels of service for an IOT Delivery Services service area as identified in the IOTs Delivery Services Service Environment above. The four sections are as follows:1. Customer Services2. Systems Administration Services3. Network Services4. Field OperationsEach service area provides the following: Network Services provides State of Indiana private network support, maintenance, and management as defined in the IOT Delivery Services Network Services portion of this Service Level Agreement. implement procedures that meet requirements amp