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    shawfong
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    The document contains a list of 33 service level indicators (SLIs) related to the availability, integrity, and performance of various IT systems and services. The SLIs are categorized as critical or key, with critical SLIs having weekly reporting and key SLIs either having weekly, biweekly, or quarterly reporting or not being reportable on a weekly basis. The SLIs cover areas like change management, availability of IT channels, incident and problem management, user requests, security, and service desk operations.

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    The document contains a list of 33 service level indicators (SLIs) related to the availability, integrity, and performance of various IT systems and services. The SLIs are categorized as critical or key, with critical SLIs having weekly reporting and key SLIs either having weekly, biweekly, or quarterly reporting or not being reportable on a weekly basis. The SLIs cover areas like change management, availability of IT channels, incident and problem management, user requests, security, and service desk operations.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLS, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    41 views1 page

    BOQW

    Uploaded by

    shawfong
    The document contains a list of 33 service level indicators (SLIs) related to the availability, integrity, and performance of various IT systems and services. The SLIs are categorized as critical or key, with critical SLIs having weekly reporting and key SLIs either having weekly, biweekly, or quarterly reporting or not being reportable on a weekly basis. The SLIs cover areas like change management, availability of IT channels, incident and problem management, user requests, security, and service desk operations.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as XLS, PDF, TXT or read online from Scribd
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    of 1

    Key SL-ASM-01 Waterfall Asset Management System Integrity In place starting 13/09

    Critical SL-CHM-01 IM1301 Change Management Causing Severity 1 Problems Weekly


    Critical SL-CHM-02 IM1301 Change Management Causing Severity 2 Problems Weekly
    Key SL-CHM-03 CM1211 Change Compliance In place starting 13/09
    Key SL-CHM-04 CM1199 Failed Changes In place starting 13/09
    Key SL-CHM-05 CM1205 CMDB System Integrity In place starting 13/09
    Critical SL-CAP-01 Internet Banking Channel Availability Weekly
    Critical SL-CAP-02 Clearing Stream Availability Weekly
    Critical SL-CAP-03 Supplier ATM Availability Weekly
    Critical SL-CAP-04 Customer Transaction Availability (BT & CRS) Weekly
    Critical SL-CAP-05 ITM Channel Availability Weekly
    Critical SL-CAP-06 Individual application availability in Portfolio A Weekly
    Critical SL-CAP-07 Individual application availability in Portfolio B Weekly
    Key SL-CAP-08 Individual application availability in Portfolio C Not reportable weekly
    Key SL-CSN-01 Customer Satisfaction index Not reportable weekly
    Key SL-DRE-01 Disaster Recovery Testing Not reportable weekly
    Key SL-DRE-02 Disaster Recovery Issue Resolution Not reportable weekly
    Critical SL-IMG-01 IM1299 Severity 1 & 2 Incident Response Time Weekly
    Key SL-IMG-02 IM1299 Severity 3 Incident Response Time Weekly
    Key SL-IMG-03 IM1299 Severity 4 Incident Response Time Weekly
    Critical SL-IMG-04 IM1300 Severity 1 Incident Restoration Time Weekly
    Critical SL-IMG-05 IM1300 Severity 2 Incident Restoration Time Weekly
    Key SL-IMG-06 IM1300 Severity 3 Incident Restoration Time Weekly
    Key SL-IMG-07 IM1300 Severity 4 Incident Restoration Time Weekly
    Key SL-INF-01 i-Series Availability Not reportable weekly
    Key SL-NMS-01 Total Data Network Uptime Not reportable weekly
    Key SL-NMS-02 Total Voice Network Uptime Not reportable weekly
    Key SL-OPB-01 Batch Milestones Not reportable weekly
    Key SL-OPB-02 Other Value File Management Not reportable weekly
    Critical SL-PMG-01 PM1154 Severity 1 & 2 Problem Resolution Time Weekly
    Key SL-PMG-02 IM1302 Recurring Problem Mitigation In place starting 13/09
    Key Sl-REP-01 Report Not reportable weekly
    Critical SL-REQ-01 IMAC1198 Desktop Procurement and Installation Weekly
    Critical SL-REQ-02 IMAC1201 Desktop MAC's Weekly
    Key SL-REQ-03a IMAC1207 User Management - Simple Requests In place starting 13/09
    Key SL-REQ-03b IMAC1205 User Management - Complex Requests In place starting 13/09
    Critical SL-REQ-04 IM1306 Hardware Break/fix Weekly
    Critical SL-REQ-05 IM1312 ATM Break/fix Weekly
    Key SL-SEC-01 Security Product Definition Updates Not reportable weekly
    Key SL-SEC-02 Critical Patch Deployment Not reportable weekly
    Key SL-SEC-03 Non-Critical Patch Deployment Not reportable weekly
    Key SL-SEC-04 Critical Security Request Not reportable weekly
    Key SL-SEC-05 IMAC1206 Account Removal In place starting 13/09
    Critical SL-SDK-01 IM1318 First Call Incident Resolution Weekly
    Critical SL-SDK-02 RM0028 Call Answer Rate Weekly
    Critical SL-SDK-03 Service Desk Customer Satisfaction Survey Weekly

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