Best practice SSC service

catalog

A sample Service Catalog

Q1 2006
 Best practice SSC service catalog
Sample
December 22th 2005

Proprietary Notice
© 2005. All rights reserved Hewlett-Packard Development Company, L.P. Reproduction.

All information herein is confidential to Hewlett-Packard and must not be copied or disclosed
to any party without the prior written consent of Hewlett-Packard, and may be disclosed within
C & I World wide only to those employees who are directly involved in the engagement to
which this assignment relates. Customer will be solely and wholly responsible for ensuring
that all such employees are aware of and abide by this condition. C & I World wide is entitled
to use the information contained herein for evaluation purposes only.

Trademarks
HP, Compaq, the HP and Compaq logo and all other HP names, products and services are
trademarks of Hewlett-Packard Company. All other names, products and services are
trademarks of their respective owners.

Contactinformation
Name Bert van Rij
Function Solution Architect Telephone
e-mail [email protected] Mobile +31 6 5128 4358
Orteliuslaan 1000 3528 BD Utrecht
Address
P.O. 9064 3506 GB Utrecht
Reference
Date Q1 2006

To Action* Due Date Phone/Fax/Email

Peg Offstead approve 31 January-2006
Charles Ashman Review 31 January-2006
Ewald Comhaire RFeview 31 January-2006

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Table of contents

1. Introduction to the <customer> Service Catalogue............................................................5

1.1 About this Service Catalogue............................................................................................ 5
1.1.1 Purpose of this document.................................................................................................. 5
1.1.2 Use this document............................................................................................................. 5
1.1.3 Update of this document.................................................................................................... 5

2. About <CUSTOMER>....................................................................................................... 6
2.1 <CUSTOMER> Vision and Mission.................................................................................6
2.1.1 <CUSTOMER> Vision...................................................................................................... 6
2.1.2 <CUSTOMER> Mission.................................................................................................... 6
2.2 About the <CUSTOMER> Services..................................................................................6
2.2.1 Quality of services............................................................................................................. 6
2.2.2 Quality of processes.......................................................................................................... 7
2.2.3 Security 7
2.2.4 Reporting........................................................................................................................... 7
2.3 Service Level Agreements................................................................................................. 7

3. Contact points.................................................................................................................... 9
3.1 How to obtain support........................................................................................................ 9
3.2 How to order / modify / cancel services.............................................................................9

4. Terms and conditions...................................................................................................... 10

4.1 Charging.......................................................................................................................... 10
4.2 Tariff................................................................................................................................ 10
4.3 Validity of the tariffs......................................................................................................... 10

5. Definitions........................................................................................................................ 11
5.1 Service Level Definitions................................................................................................. 11
5.2 Incident Response Definitions...................................................................................13

6. Services........................................................................................................................... 14
6.1 Workplace Services..................................................................................................... 14
6.1.1 Standard Desktop PC...................................................................................................... 14
6.2 SAP Application Support............................................................................................. 19
6.3 Storage services........................................................................................................... 22

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Welcome to the <Customer> Service Catalogue

The Vision of <customer>, for already some years, is:

To be the partner of choice for providing business aligned ICT services to share
knowledge, information and services in all area’s of <customer target
population>

In order to realize this vision, <CUSTOMER> adopted the business model for the Shared Service Center, Only by
means of implementing such a business model the readiness to compete and the drive for continuous improvement
did become the daily live of this organization and as such would make it fit as <CUSTOMER> - Partner of Choice.

The business equation of this model is simple:

Costs = Volume x tariff

<CUSTOMER> is responsible for achieving benchmark tariffs while the businesses are responsible for maximizing
the value from IT.

This Service Catalogue therefore is essential for becoming a professional Shared Services Centre and is one part of
this equation. It will help you as customer to get a good understanding what <CUSTOMER> can offer you at what
quality of service level. It will help <CUSTOMER> in its continuous play of improving its service levels at
competitive tariffs. These tariffs will are an integral part of this Catalogue. The tariffs are a true representation of the
activities <customer> executes to provide the requested services.

With kind regards,

<Name>
Manager
<CUSTOMER>

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1. Introduction to the <customer> Service Catalogue

1.1 About this Service Catalogue

1.1.1 Purpose of this document

This Catalogue is developed and maintained to define and communicate the

services offered by <customer>. This Catalogue also serves as a foundation
and reference for specific service level agreements (SLA) with the individual
customers of <customer>.

1.1.2 Use this document

The structure of this Catalogue is as follows:

Introduction to the Service Catalogue

This includes an introduction as well as generic information relative to all
services described therein.

Introduction to <CUSTOMER> and <CUSTOMER> Services

This section shows the vision of <CUSTOMER> and describes how
<CUSTOMER> works as a quality service provider.

Contact points
This section lists points of contact for communication with <CUSTOMER>
organization at several levels.

Terms and Conditions

This sections summarizes some general terms and conditions regarding the
service delivery.

Service Descriptions
All services offered by <CUSTOMER> are described in this part of the
Catalogue.

Appendices
The appendices cover current details including the following: a list of tariffs,
complete lists of hardware and software supported by <CUSTOMER> , and
abbreviations and definitions of terms used in this document.

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1.1.3 Update of this document

This document will be updated quarterly. The latest and valid version is
published on the intranet on <CUSTOMER> web page.

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2. About <CUSTOMER>

<CUSTOMER> is the central Shared Service Center organization of

<customer parent organization>. The <CUSTOMER> organization is
responsible for the infrastructure and offers generic services as well as
support on demand of the businesses on the site.

2.1 <CUSTOMER> Vision and Mission

2.1.1 <CUSTOMER> Vision

<CUSTOMER>’s vision is in line of the vision of <customer parent

organization>
“A world where everyone can always connect to information, anywhere
anytime”

2.1.2 <CUSTOMER> Mission

<CUSTOMER> ’s Mission is “To be the leading partner for providing business

aligned IT services to share knowledge, information and services in the
regions of <customer parent organization>
The <CUSTOMER> organization is driven by the business of the customer
and will align to the trends seen in the market place and seen in the
organization of <CUSTOMER> .
<CUSTOMER> strives to be Partner of Choice for all <customer parent
organization> businesses located in the region by pro-actively adding more
value to their local as well as to their global core business processes at
market comparable tariff.

2.2 About the <CUSTOMER> Services

2.2.1 Quality of services

In order to ensure and improve the quality of the services a formal quality
management process is maintained. The quality process in <CUSTOMER>
follows the “Plan, Do, Check and Act cycle” Key components of quality
process are:
• Customer Satisfaction Survey
• Formal complaint resolution handling
• Continuous process improvement process to deliver the services
• Structural problem solving (8D)

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• Preventive risk assessment method (FMEA = Failure Mode and Effect

Analysis)

Management commitment of and therefore regularly reviews of the Services

by means of Business Balance Score Card and Weekly Operational Review
meetings guarantee the quality of these processes

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2.2.2 Quality of processes

<CUSTOMER> as part of <customer parent organization>, embraces the

drive for quality and as a Service Organization is encouraged to assess itself
against the <customer parent organization> Business Excellence model.
The quality policy of <CUSTOMER> is:
• Continuous improvement by means of the <customer parent
organization> Business Excellence program, and making use of the
<customer parent organization> tools
• To maintain the ISO/TS 16949 standards. Required for all businesses
that deliver products to the automotive industry.
• To sustain the quality of <CUSTOMER> on the Site certified ISO/TS
16949 level
• To implement processes according the ITIL “best practice”, which means
“tailer made” the processes according the requirements.

2.2.3 Security

<CUSTOMER> will fully comply with the directives and guidelines defined in
the following documents:
Samples:
• <customer parent organization> Security Policy
• Site Security Code of Practice
• Site House rules

All <CUSTOMER> activities adhere to these regulations in assisting

customers to achieve their business goals. Security issues specific to each
service are described in the Service Descriptions. For further information
about the security policy and other governing rules, please refer to the
relevant published documents.

2.2.4 Reporting

To monitor the performance of <CUSTOMER>, service levels and related

reports are defined and documented for each service. As part of the Service
Level Agreement, additional reports can be agreed upon between the
customer and <CUSTOMER> .

2.3 Service Level Agreements

<CUSTOMER> offers a wide range of standardized IT services that have been

agreed upon with the <customer parent organization> business units.

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Generally these services are of a generic nature and should fulfill most of the
IT needs of a business. To ensure efficient and effective communication on
the agreed delivery of the services, a Service Level Agreement (SLA) is
formalized with each customer, documenting the standard services agreed
upon with that customer. A customer, however, may have needs in addition
to the standard services – either in description of service or in service levels.
In this case, or when the size and scope of the service delivery requires well-
described arrangements and clear expectations on both sides, agreements
will be laid down in a customer-specific Service Level Agreement.

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3. Contact points

3.1 How to obtain support

For questions, incidents, changes please contact the <CUSTOMER> Service

Desk. The <CUSTOMER> Service Desk is accessible in the following ways:
Telephone internal: xxxx
Telephone external: xxxxxxxxxxxxxx
E-mail internal: Helpdesk.ICT@<customer>.com
Web interface: <here the URL of the webpage>
For some services dedicated support channels are available for your
convenience. See service descriptions for details.

3.2 How to order / modify / cancel services

With a few exceptions all standard services mentioned in this catalog can be
requested, modified or cancelled through the <CUSTOMER> Service Desk.
Additional information, if applicable, is added in the service description of
each service.
Telephone internal: xxxx
Telephone external: xxxxxxxxxxxxxx
E-mail internal: Helpdesk.ICT@<customer>.com
Web interface: <here the URL of the webpage>

For questions regarding services, service levels, future service directions and
strategy, please contact <CUSTOMER> Customer Relation Management or
Service Management.
Customer Relation Management:
Name: H.Potter
Telephone internal: xxxx
Telephone external: xxxxxxxxxxxxxx
E-mail internal: P.potter@<customer>.com

Name: P.Johnson
Telephone internal: xxxx
Telephone external: xxxxxxxxxxxxxx
E-mail internal: P.potter@<customer>.com

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4. Terms and conditions

4.1 Charging

The billing units of measure for each service are listed in the applicable
service description and are also included in Appendix B: Tariffs”

4.2 Tariff

The current tariff for each service offered is listed in Appendix B: Tariffs.

4.3 Validity of the tariffs

The tariff for each service is quarterly evaluated and if needed adjusted. The
tariffs are published in an updated version of Appendix B: Tariffs.

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5. Definitions

5.1 Service Level Definitions

Each service description includes quality and performance levels to which

<CUSTOMER> is committed. Definitions of the terms used in the service
descriptions are included below:

Service Description Unit of measure

Level
Support Time frame during which the service has active support. Time frame
hours Note that for some services this may differ from the hours (days and
that the user can contact (Service Desk). hours),
exceptions
Service Time frame during which the service is available for use. Time frame
hours (days and
hours),
exceptions
Maintenanc Time frames during which regular planned maintenance is Time frames
e window scheduled (days and hours)
Availability Percentage of actual uptime of a service compared to the Percentage
guaranteed uptime of that service (Service Hours -
Maintenance Window). See Appendix A: for definition of
uptime. Availability is calculated as follows: (actual uptime
during service hours - maintenance window) divided by
(total service hours - maintenance windows)
Reliability The average time the service is available between Hours
disruptions. MTBF (Mean Time Between Failure), also
known as MTBSI (Mean Time Between Service
Interruptions), See Appendix A
Time to Fix Number of support hours between first customer report to
the Service Desk of service interruption, and the solution or o Support
workaround being in place hours/minutes
(average time to
fix)
o Percentage
(within target fix
time)

Time to Number of support hours between first customer report to

Respond the Service Desk of service interruption and the first o Support
contact with customer by the <CUSTOMER> support staff hours/minutes
after dispatch of an incident by the Service Desk 1st line (average time to
support. respond)
o Percentage
(within target
response time)

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First Percentage of incidents reported at the Service Desk that Percentage (of
contact are solved during the first contact with the reporting user. total calls)
resolution See Appendix A
Lead Time Number of service hours/days between a request to the Support
to Deliver Service Desk for initiation of a service and the actual days/hour
delivery of the service to the customer. (average time to
deliver service)s
Lead Time Number of service hours/days between a request to the Support
to Service Desk for termination of a service or instance of days/hours
Terminate service, and the actual termination of the service (average time to
terminate
service)

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5.2 Incident Response Definitions

The <CUSTOMER> Service Desk is the single point-of-contact for reporting

disruptions to contracted services. The Service Desk assigns priorities for
responding and resolving reported disruptions based on impact and urgency.
Unless stated otherwise in a specific service description, the target times
listed below apply to all services supplied by <CUSTOMER> :

Priority Description Max Max time

Code Resolution to respond
Times

1 TOP: The System is non-operational. It will be corrected immediately. Data is corrupted. 4 hours 15 min
Abnormal termination of jobs or user sessions. Production is down. Problem impacts
system availability and integrity. No practical workarounds. Public safety compromised.
Major Financial implications.
2 HIGH: Major functions of the system are unavailable, unstable or overall system 8 hours 1 hour
performance is below normal load requirements. Needed capability is missing.
Workarounds awkward or inefficient. Recovery is difficult. Misleading output or
documentation. Impacts system credibility. High probability of impact to service.
Financial implications over long period only.
3 MEDIUM: Minor functions of the system are unavailable, unusable or overall system 24 hours 4 hours
performance is below maximum load requirements. It must be corrected, but may wait
until the next release. Work can be accomplished with minor inconvenience or loss of
efficiency. Temporary workaround available and acceptable. Problem occurrence is
infrequent and readily visible.
4 LOW: A minor deficiency with minimal impact to users. It can be corrected in 48 Hours 8 hours
subsequent releases. Cosmetic problem. No loss of functionality. Long-term workaround
acceptable to client. No financial implications.
5 NONE: A corporate opportunity exists to improve the functionality of the system. New 96 hours 24 hours
business opportunity currently not active at HPO.

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6. Services

6.1 Workplace Services

6.1.1 Standard Desktop PC

Introduction

<Customer> Corporate IT maintains standards for the Common Office

Desktop Environment. It specifies both current hardware and software
configurations. <CUSTOMER> provides and supports desktops within that
standard. The Standard desktop PC is the most basic work seat, containing
basic software applications and tools prescribed by <customer > Corporate
IT. The standard desktop PC acts as a portal to (but does not include) the
following environments and tools: business applications, design environment,
printing, storage, Outlook, etc. It includes a user ID necessary to gain access
to the PC and the <customer parent organization> network environment.
The Standard desktop PC is fully standardized, managed and serviced by
<CUSTOMER>.

Service Components and Features

o Support on a computer workplace that complies with the currently

supported standards prescribed by <customer parent organisation
Corporate IT. This workplace consists of the following:
- A Desktop PC
- Operating System software.
- Standard software applications and tools for text editing,
calculating, presentations, small database, virus-scanning, etc.
o Support on a monitor (at least a 17” CRT)
o Active directory account for authentication for the <customer parent
Company> environment. (Additional accounts can be obtained on
request and will be charge separately.)
o Standard basic software service and support consisting of the following:
- Regular updates standard Basic software executed automatically
with a minimum impact for the customer.
- License management of standard Basic software (under
responsibility and according to the rules of <customer parent
organization Corporate IT>.
- Application Support for standard Basic software

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o Ability of <CUSTOMER> to take remote control of the desktop for

support purposes (only after approval by end user)
o Support via Service Desk during agreed service hours

Conditions

o Administrator rights for the Standard desktop PC reside solely with

<CUSTOMER> .
o A network connection is required to make use of this service.
o The Standard desktop PC hardware is procured and maintained by
<CUSTOMER> throughout its life-cycle.

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o To meet specific business requirements, the customer may request

changes, upgrades, or additions to the standard configuration:
− Customer-requested hardware upgrades which stay within the
CODE standard (and do not change the installed software) will be
made by <CUSTOMER> as part of the service (e.g. additional
memory or hard disks). The hardware will be charged to the
customer at cost; the installation service is part of the Standard
desktop PC service.
− Customer-requested hardware upgrades that require non-
standard drivers exceed the boundaries of a Standard desktop
PC; a machine that requires extensions will be moved into
another service category (Custom Client Unmanaged).
− Any Common Site Supported Applications (CSSA) may be added to
a Standard desktop PC without changing this service.
− Customer-requested software or applications that are not part of
the Common Site Supported Application List exceeds the
boundaries of a Standard desktop PC; a machine that requires
such software will be moved into another service category
(Custom Client Managed / Unmanaged).
o Standard desktop PC excludes management and support of peripherals
(except for those included in the list of <CUSTOMER> -supported
peripherals). See Appendix C: Supported Peripherals.
o Customer owns all hardware.

Service Levels

Service Level Level Remarks

Description
Support hours Monday - Friday 08.00 – Except official
17.00 holidays
Service hours 24 x 7
Time to Fix Depends on incident See Incident
priority Response table
Time to Respond Depends on incident See Incident
priority Response table
First contact resolution To be defined
Lead Time to Deliver 48 hrs
Lead Time to Terminate 1 month

Reports

Service Level Service Reports Frequency &

Description Aggregation

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Time to Fix (Report per priority category) Average time to Monthly

fix and percent within target.

Time to Respond (Report per priority category) Average time to Monthly

respond and percent within target.

First contact Percentage of calls for this service resolved at Quarterly

resolution first contact.
Leaad Time to No. Delivered, % delivered within lead time Quarterly
Deliver
Lead Time to No. Terminated, % terminated within lead time Quarterly
Terminate

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Charging

Units of Measure
See Appendix B

Tariff
See Appendix B

Contact

See standard contact list in introduction section

Support

How to order / modify / cancel

o Requests for this service can be sent to the <CUSTOMER> Service
Desk, telephone xxxx, email

Security

o All standard PC’s will be actively monitored for all security issues and
vulnerability.
o If applicable all standard PC’s will be automatically updated with the
latest security patches of Corporate IT.
o Security requirements are compliant with all regulations at Corporate IT,
division and Site level.

Continuity

No specific continuity measures have been taken regarding this service

Status

Operational

Related Services

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6.2 SAP Application Support

Introduction

This service is targeted to support access profiling, cancellation and access

authorization change for a SAP application. In particular organizations having a
functional responsibility for the day to day operation of a SAP sstem might benefit of
this service. This service provides automated delivery of this service allowing a user
to select this service on a portal. Automated authorization and authentication is
performed. If needed ordering of additional hardware and/or licenses are included in
the services
SAP applications supported are ……
<list of SAP supported application>

Service Components and Features

 Access authorization
 SAP Profiling
 License management
 ….

Conditions

 Using a standard input form, customer need to describe in detail the various
access profiles and roles.
 Security is done in line with the Corporate <customer security standard ….>
 ……

Service Levels

Service Level Level Remarks

Description
Support hours Monday - Except official holidays
Friday 09.00 –
17.00
Service hours Monday - Except official holidays
Friday 09.00 –
17.00
Maintenance window To be defined
Availability To be defined

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Time to Fix Depends on See Incident Response table

incident For most applications, the fix is not a technical fix
priority (<CUSTOMER> does not change the software) but
“get the user working again”

Time to Depends on See Incident Response table

Respond incident
priority
First contact To be defined Depends on responsibility – see support table.
resolution
Lead Time to Deliver Time to make SAP application available to customer.

Lead Time to Time to revoke a license / user ID / access / installation

Terminate

Reports

Service Level Service Reports Frequency &

Description Aggregation
Availability
Time to Fix (Report per priority category) Average time to Monthly at BL-site
fix and percent within target. level

Time to (Report per priority category) Average time to Monthly at BL-site

Respond respond and percent within target. level

First contact Percentage of calls for this service resolved at Quarterly at BL-site
resolution first contact. level
Lead Time to Deliver Monthly at site level (depends on requirements of
other services – report at highest common level)

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Charging

Units of Measure
See Appendix B “Tariff List”
Tariff
See Appendix B “Tariff List”

Contact

Support
o <customer> Service Desk, telephone xxxx, email Helpdesk XXXXXX

How to order / modify / cancel

o Requests for this service can be sent to the <customer> Service Desk, telephone xxxx,
email xxxxx

Security

To be described

Continuity

To be described

Status

Operational

Related Services

To be described

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6.3 Storage services

Introduction

Networked storage is offered to all supported environments, for varied uses:

file storage for common use and CAD environment, and raw disk space for
databases and applications. Depending on the purpose, storage can be
provided in several qualities.
 Storage High Performance is fault-tolerant and offers extra high
read/write performance compared to Storage Basic. This service is
mainly targeted for storage needs of dedicated applications like the
NXA and CAD Design flow environment.
 Storage High Available offers disaster tolerant storage by continuous
mirroring of the data on two or more storage environments. This
service is targeted for production environments with a limited disaster
tolerance requirement.
 Storage Basic offers high availability and fault tolerant disk space. This
service is mainly intended for the office environment or home directory
use.

Service Components and Features

Storage hardware, software and management

o Quota and file system management
o Backup and restore service including:
- Tape backup hardware, media, software and management
- Off-site tape storage costs and management
- Data recovery
o Support via Service Desk during agreed service hours.

Service Conditions

Service conditions Storage Basic Storage High Storage High

performance available
Quota space allocations are set quarterly, and X X X
billed monthly.
Customer is charged for the size of the quota X X X
requested, not the disk space used.
<customer> will make changes in quota space X X X

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with five (5) business days notice with the

following conditions:
 Increases will be effective immediately and
chargeable for the current full quarter.
 Decreases will be effective and chargeable the
next billing quarter.

Backup service is provided as follows:

 Regularly scheduled tape backups provided
with unique schedules for engineering and n.a X X
business applications

 Standard off-site tape retention is one year n.a. X X

for engineering and home directory data.
Business systems retention varies by
application with additional charges for
longer retention.
n.a. 7 calendar 24 hours
 Standard Data recovery time and included. days
“Same-day” recovery options available for
additional charges. n.a. X X

 Customer will be responsible for increased

disk usage fees, if applicable after recovery

Service Levels

Service Level Description Storage basic Storage high performance Storage high available
Support hours Mon. –Fri. 08.00 – 17.00 7 x 24 7 x 24
Service hours 7 x 24 7 x 24 7 x 24
Maintenance window Per agreed n.a n.a.
Availability 99.5% 99.95% 99.995%

Reports

Service Level Description Service Reports Frequency & Aggregation

Availability Measured up time Quarterly per storage
environment
Reliability MTBF Quarterly per storage
environment
Lead Time to Deliver Lead time % within target to Quarterly at BL-site level
change a quota for an
account, application or other
purpose.
Storage read/write Degree of deviation from Quarterly per storage
performance benchmark job throughput environment
time???

Charging

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Units of Measure
See Appendix B “Tariff List”
Tariff
See Appendix B “Tariff List”

Contact

Support
N/A
How to order / modify / cancel
N/A

Security

To be described

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Appendix A Definitions
Availability (generic)
A service is considered available, when the specified service deliverables
according to SLA or Service description are met.
Under the following circumstances the service is still considered available:
− Customer operator or end user error or Product usage error causing the
downtime
− Disaster caused by natural force.
− System loaded beyond capacity or serious performance degradations due
to over utilization outside the capacity and performance requirements
provided by the customer.
− Planned downtime activities agreed with customer (e.g. maintenance
windows, security patches)
− Downtime caused by Application / Database Errors (Depending on service)
− Downtime occurring during the recovery of a database or application after
failures not under the responsibility of ITN.
Availability is calculated and committed on a yearly basis, but reported and
reviewed monthly in a moving 12-month window.

Availability =
100-(total_downtime [h]-excluded_downtime[h]/
∑Hours_of_operations_per_year[h] * 100%

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Appendix B Tariff list

Price in Euro per Billing unit Billing sequence

month
Workplace Services
Standard desktop €9 Per Desktop Month
PC
Standard Laptop €4 Per Laptop
Custom Client €3 Per Desktop Month
Managed Desktop
Custom Client €3 Per Laptop Month
Managed Laptop
Custom Client €8 Per Desktop / Laptop Month
Unmanaged
Hardware Uplift €0 Per Desktop Month
Desktop
Hardware Uplift €0 Per Laptop Month
Laptop
Application Services
Application €8 Per installed application (local) Month
Support (light) or authorization (server-based)
Application € 20 Per installed application (local) Month
Support (medium) or authorization (server-based)
Storage Services
Storage Basic €1 Per block of 100 Mb allocated Month
disk space
Storage high € 10 Per block of 100 Mb allocated Month
performance disk space
Storage high € 100 Per block of 100 Mb allocated Month
available disk space

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Draft version