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Version : 4

Release : 3
Status : DRAFT

Date Saved : 18/05/2006 1:52:09 PM

OPTUS RESTRICTED

Author : Katherine camilleri

Service Level Requirements Template


The purpose of this questionnaire is to identify the business requirements for system service continuity, availability and performance. The
information obtained from this document will be used as input into producing the system Service Level Agreements.
Datum

datum

Ime projekta &


broj

naziv projekta

Naziv sustava

naziv sustava

Zavreno od
strane

ime

Vlasnik
poduzea

ime

Questions

broj projekta

Reason for the Question

Example / Sample Values

Responses

Comments

24 x 7
1

What are the core business hours for this system?

Need to ensure that the support level correlates with this information.

What is the preferred timeframe for reporting and


batch processing?

Allows for processing windows to be established. Depending on the chosen


solution, the system may/may not be available or responsiveness may be
reduced due to additional load.

8am - Midnight x 7
9am - 5pm x 5
Others?
24 x 7

8am - Midnight x 7
9am - 5pm x 5
Others?
24 x 7

What is the preferred timeframe for planned outages


to perform general system maintenance?

Allows for maintenance window to be negotiated and agreed with support


groups/vendors.

8am - Midnight x 7
9am - 5pm x 5
Others?
Mon - Fri 9:00-17:00

What are the peak periods of usage for this system?


Identify any known peak hour or peak day periods.

This information needs to be captured before determining the detailed system


requirements as it identifies the nature of the system loading.

Mon-Fri 11:00-15:00
Others ?

What are the key business drivers e.g. Increase


customer base from x% to y%, increase market share
from a% to b% etc.?
This information will impact the capacity requirements for the system.
What are the associated forecast volumes per week
associated with these drivers?

Sample Business
Drivers

Forecast Volumes

Period Measured

100,000

1 year

Sales

500,000

Queries

What are the expected volumes and response times


for Key Business Transactions?
If possible, please provide additional information
regarding the nature of these transactions, for
example activate, cancel, modify, enquiry, update,
polling, customer orders activation etc.

Example Key
Business
Transaction
Description

This information will impact the design and capacity requirements for the
system. It is also the basis for the scope of Performance Test, ie.
Transactions / activities not defined here are deemed not critical therefore may Log-in
not considered important enough to performance test.
New Order

Order Update
Example User
Numbers

What are the expected number of Concurrent


(activate) users during Peak and Off Peak Times?
Further what is the total number of Registered users
of the system?

Response Time (95%)


Peak Time

Off Peak
Time

300

100

< 5 Sec

< 5 Sec

100

50

< 15 Sec

< 10 Sec

50

50

< 15 Sec

< 10 Sec

Key Business Transaction


Description

Concurrent users
Off Peak
Time

<10

User Numbers

90
480

Other (specify)

Provide a list of user locations both domestic and


international?

This information will impact the capacity requirements for the system.

Off Peak
Time

Peak Time

Off Peak Time

Registered Users

>100 & <500


>500 & <1000

Are there any business reports that have a fixed


delivery time frame?

Response Time (95%)


Peak Time

>10 & <100

Other (specify)
8

Off Peak Time

Concurrent users
Registered Users

>500 & <1000


This information may impact the capacity requirements and thus the design for Yes
the system.
No

Transactions Rate
Per Hour
Peak Time

<10

This information may impact the capacity requirements and thus the design for
>10 & <100
the system.
>100 & <500

Period Measured

quarter

Transactions Rate
Per Hour
Off Peak
Peak Time
Time

Peak Time

Forecast Volumes

1 year

5,000

New Services

Business Drivers

External - Business to business


External - Customer self serve
10

What are the different types of users of the system?

This information may affect the level of criticality and perception of the system
performance, particularly where the system will be used in a customer facing
situation as in the case of interactions performed by Customer Service
Representatives.

External - Third party call centres


Internal - Front office
Internal - Back office
Internal - Front and back office
Combination of external & internal
< 30 Minutes

11

For how long could the system be unavailable before


there are contractual, regulatory or similar
implications?

This is strongly related to the previous two questions and will help determine
the manner that support personnel address system problems. This
unavailability may relate to either system problems or batch processing.

< 4 hours
< 1 day
< 1 week
Level 1

12

What level of support is being requested?

Refer to the Support Hrs tab as a guide to the range of example options
provided for this question.
It is important to discuss this issue with the business in detail.
The Level of DR will also affect the option selected here.

Level 2
Level 3
Level 4
Level 5
Business
Weekly

13

How frequently would reporting on service


management for the system be required?

This is to determine how often the system performance metrics, as specified by Monthly
the Service Level Agreement, shall be required to be collected.
Quarterly
Other (specify)

File name : 259617641.xls

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Sample Data Category


14

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How long will data need to be accessible on-line?

This information will impact the storage requirements for the system.

Sample Online Retention Period

Customer Orders

3 months

Invoices

7 years

Sample Data Category

Sample Archive Period

15

How long will archiving be required?

This information will impact the storage requirements for the system.

16

What are the potential impacts to


customer/shareholder perceptions in the event of an
unplanned outage?

This will help determine the exposure to disrepute that may result through a
system failure.

17

What are the potential consequential impacts to


contractual obligations if the system fails?

This will help determine the financial exposure that may result through a system Jeopardise contract $2M - $5M per day
failure.
Jeopardise contract < $2M per day

Customer Orders

3 years

Invoices

7 years

Author : Katherine camilleri

Data Category

Online Retention Period

Data Category

Archive Period

> 5% negative impact on share value


2%-5% negative impact on share value
< 2% negative impact on share value
None
Jeopardise contract > $5M per day

N/A
Marketing
18

This will assist in understanding whether there will be the need for a rapid
What are the business drivers that are likely to impact
configuration model or a release management based model with phased
the frequency of any potential changes to this system?
deliveries.

19

How frequently are development changes to this


system be expected?

20

Provide a a description of any user training


environment that may be required, including
Maximum number of users to be trained at any given
This information will assist in the timely creation of the user training
time
environment
User training locations
Frequency of training required
Period of training required

Strategic
Budget
Regulatory
compliance
changes
Other (specify)

Quarterly
This will assist in the planning and number of test and other non-production
environments required to deliver the service and support for any future changes Half-yearly
or development changes.
Annually
Other (specify)

File name : 259617641.xls

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Release : 3
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Author : Katherine camilleri

Hours of Support Options


Description

Full Support

On-Call Support

Level 1

00:00 24:00
7 days

N/A

Level 2

08:00 24:00 7 days

00:00 08:00 7 days

Level 3

08:00 24:00 7 days

N/A

Level 4

08:00 18:00 Mon Fri

18:00 08:00 Mon Fri


00:00 24:00 Weekends & Public Holidays
18:00 24:00 Mon Fri
Level 5

08:00 18:00 Mon Fri

Business

08:00 18:00 Mon - Fri

File name : 259617641.xls

08:00 24:00 Weekends & Public Holidays


N/A

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