Office of Information Technology Services
Service Level Agreement
IT Service Management
(ITSM)
November 12, 2013 v2
Service DescriptionService Description
IT Service Management (ITSM)
Service Description
IT Service Management (ITSM) is a shared service that provides a cost-effective, reliable, scalable,
secure, feature-rich software tool that can be used by state agencies to manage Incidents, Service
Requests, Problems, and Changes in support of customers and lines of business. This service
uses the BMC Remedy IT Service Management suite of tools, which is compliant with the
Information Technology Infrastructure Library (ITIL). Key features and functions for the service
include: Incident Management for managing and tracking Incidents; Problem Management for
managing Problem investigations from detection to eradication (through the ITIL sub-processes of
Problem Control, Error Control, and Pro-Active Problem Analysis); Change Management for
tracking scheduled and planned infrastructure changes; and Service Level Management for
tracking Service Level commitments with customers and from vendors, thus allowing management
to pinpoint weaknesses and take corrective action.
Service Commitments
Target Service Availability is 99.90%
The general areas of support (such as Incident and Change Management) applicable to every ITS
service, are specified in the ITS Global Service Levels document.
Hours of Availability
This service is available 24 x 7, excluding planned outages, maintenance windows, and
unavoidable events. Maintenance windows are used only when needed for planned changes that
have gone through the ITS Change Management process.
In addition to the standard ITS maintenance windows, site-specific and service-specific
changes may be coordinated with customers at non-standard times.
The planned maintenance windows for ITSM are from 12:00 noon to 6:00 p.m. Saturday
and from 4:00 a.m. to 12:00 noon on Sunday
ITS Responsibilities
Please refer to the current in-force Memorandum of Understanding (MOU) by/between ITS and this
customer for the inventory of all applicable roles and responsibilities for ITS in this service domain.
Customer Responsibilities
Please refer to the current in-force Memorandum of Understanding (MOU) by/between ITS and this
customer for the inventory of all applicable roles and responsibilities for the customer in this service
domain.
Service Level Agreement: IT Service Management (ITSM)
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Service Level Agreement ScopeService Level Agreement Scope
Service Level Agreement Scope
This agreement specifies only the standard operational service commitments and responsibilities of
ITS and its customers. Customer-specific deviations from these commitments and responsibilities
will be specified in an accompanying Memorandum of Understanding. Service rates are outside the
scope of this agreement and are specified in financial documents
Service Level Agreement: IT Service Management (ITSM)
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Customer SignaturesCustomer Signatures
Signatures of Approval and Agreement Date
Customer Signatures
Agency Head or Designee:
Name
Title
Signature
Date
Signature
Date
Signature
Date
Agency Chief Financial Officer:
Name
Title
ITS Signature
State Chief Information Officer:
Name
Title
Chris Estes
State CIO
Service Level Agreement: IT Service Management (ITSM)
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