OTech Service Level Agreement—Availability

Availability Management is one of five components in the ITIL Service Delivery area. It is responsible for ensuring application systems are up and available for use according to the conditions of Service Level Agreements (SLA).  OTech’s Service Level Management (SLM) practice serves to enhance quality and customer expectations of IT Services through formalized Service Level Agreements. The following services have Service Level Agreements:

The purpose of this practice is to ensure that existing and future availability requirements for service offered by the Office of Technology Services (OTech) can be provided cost effectively and meet vital business needs of its customers.  Availability is a foundational factor in the formation of Service Level Agreements (SLA) and upon which SLA warranties and penalties are calculated.

 

Service Level Communication

OTech SLAs developed for Mainframe, CA.mail, CES, and CGEN are monitored through daily operations and are reported monthly.  The links below provide the most current monthly service availability reporting.

Service Level Management Procedures

SLM procedures are to ensure that IT services meet agreed upon availability levels between the provider and customer.

Availability Management activities include:

  • Ensuring service availability meets SLAs
  • Determining the cause of availability failures
  • Reviewing business requirements for availability of business systems
  • Cataloging business requirements
  • Ensuring proper contingency plans are in place and tested
  • Establishing high-availability, redundant systems to support mission-critical applications.

SLM Objectives:

  • Establish ITIL-aligned Service Level Management policies, processes, and procedures
  • Operate business-aligned IT services through a constant cycle of agreeing, monitoring, and reporting
  • Identify dedicated Service Level Management Process Owner
  • Practice holistic management over IT services versus independent technical silos
  • Refine and update the IT Service Catalog
  • Establish service level agreements for customers of IT services
  • Establish operational level agreements and underpinning contracts with IT suppliers
  • Develop reports on the quality of IT services on a regular basis
  • Take proactive actions to seek service improvements where needed

Contact Us

Service.Desk@State.ca.gov

(916) 464-4311

P.O. Box 1810
Rancho Cordova, CA
95741-1810