Service Provider Perspective Telnet Presentation TELNET Introduction Details The Components Of An Ideal SLA That Enables Zero Downtime In The Nigerian Environment
Incorporates Lessons Learned From Telnets Position On Both Sides Of The Table As Service Provider (SP) As Service Consumer
Attempts To Meet Both Parties Requirements SPs Desire For Prompt Payment SCs Desire For Service With Zero Downtime Telnet Presentation TELNET Telnets Aims Manage Expectations Of Both Parties Service Provider & Institution
Avoids the major cause of disputes, the gap between expectations & deliverables
Provides framework for high availability services
High Availability Is Possible!
Telnet Presentation TELNET Key Definitions Service Level Agreement Legally binding agreement A Contract Between the SP & Bank
Services: Offered Under The Agreement Key Performance Areas (KPA) Key Performance Indicators (KPI) Consequences: Over/Under Performance Bonuses Penalties
Telnet Presentation TELNET Critical Factors From An Institutional Perspective Availability Performance Delivery Problem Resolution (MTTR) Performance Monitoring History: Statistics Costs Penalties Telnet Presentation TELNET From SPs Perspective Clear Understanding Of The Institutions Requirements
Resources: Equipment/Infrastructure/People
Penalties/rewards
Telnet Presentation TELNET Components Of An SLA SLA Parties Term Scope Variations Intellectual Property (IP) Confidentiality Force Majeure Breach Dispute Resolution Costs Penalties & Bonuses Telnet Presentation TELNET Required Service Levels Availability Reliability Serviceability (Mean Time To Repair) Performance Latency Error Rate Throughput Loss
Governance Arrangements Service Level Agreements Performance Standards. Telnet Presentation TELNET Governance Arrangements Build And Maintain Effective Relationships With the SP.
Clear Lines Of Authority, Responsibility & Decision Making Between You & The SP Where & How Policies, Strategies, Functions & Actions Are Addressed; Meet The Needs Of Both Parties Governance Council Key Bank & SP Executive Management
SLA Details Telnet Presentation TELNET Governance at 3 levels Strategic Governance: Overall ownership of the service, performance & the SLAs; approves changes, improvements & charges; CIO & Head IT, Bank ED, SPs Executive Management
Tactical Interactions: Negotiates & manages SLAs & KPIs; change & improvement implementations; ad-hoc reviews of services; and IT Manager, SP Account Team
Operational Interactions: Service & performance reviews; service desk and day-to-day service provision. IT Operations Team, SP Support Organization SLA Details Telnet Presentation TELNET SLA Details SLA Governance Council Consists of C-level Executives From Both Organizations Directly Responsible For Service Provision (the Service Provider) & Consumption
Resolves Issues And Ensures That Problems Have Executive Level Visibility Downtime Becomes Career Limiting You Can Roll Out Transformational Services That Treat The Network As An Always Available Utility
Provides Decision & Accountability Framework Needed To Encourage Appropriate Behaviors Provide Required Context For Successful Zero Downtime Telnet Presentation TELNET Service Performance Performance Standards Performance of the key activities that must be achieved if we are to meet our business objectives in our bank
Method
KPIs are essential to ensure you meet your business objectives KPIs will be continually monitored Performance targets for both SP & The Bank
Telnet Presentation TELNET KPI Activity Performance Objective KPI metric Prompt payment of SPs Invoices Invoices are paid per agreed payment terms with SP (NO DELAYS). [100%] of invoices paid within agreed terms. Acceptable Service Availability Service is available for Banks Use. [%] time performance of service meets defined service levels Acceptable Service Performance Service provides acceptable performance Latency, error rate & throughput as defined by Bank/SP Prompt Resolution of Service Faults Bank Is returned to service as quickly as possible MTTR Of x hours (4 preferred) Note that there are current service challenges with existing SLAs SLA Details Telnet Presentation TELNET SLA Details Bonuses & Penalties Pay The SP A Bonus For Exceeding Targets The SP Will Provide The Bank With A Performance Bond Covering SPs Services Performance Bond Will Be Invoked Or Called Automatically When Performance Is Below Minimums Provides real Financial Penalty.. Service Credits Are Notional And Do Not Provide Any Benefit To The Bank Or Sanction For SP Have Not Worked In The Nigerian Environment
Telnet Presentation TELNET Performance Bond SP Provides Bond That Covers The Penalties For Non Performance SP Purchases Bond From Bank Or Insurance Company Bond Protects The Bank From SP Service Failures Easily Accommodated By Existing Order Processes Part Of The SP Internal Contract Deliverable Process Radios Personnel Cables Performance Bond
SLA Details Telnet Presentation TELNET Bonus Structure Bonus Structure Designed To Reward Performance Provides SP Incentive To Invest In Reliability Availability Bonus Greater than 99.9% 300% 99 99.9% 150% 98 98.99% 50% SLA Details Telnet Presentation TELNET Penalty Structure Again Rewards SP For Exceptional Performance Transforms The Economics Of Service Provision.. Penalizes Sloppy Engineering Availability Penalty Less than 95% 300% 95 95.9% 150% 96 97.99% 50% SLA Details Telnet Presentation TELNET Outcome
Services Delivered to agreed performance standards
Service Performance Telnet Presentation TELNET High Availability Services Are Possible. Fix Your Existing SLAs SLA Details