Worthington Health-Care System IT Support Service Level Agreement

This report details a Service Level Agreement (SLA) for the IT support services provided to the Worthington Health-Care System (WHCS). The agreement outlines the responsibilities of the IT support desk, including initial problem determination, problem resolution, and monitoring. It specifies service hours, response times, and contact procedures. The SLA also covers purchasing approvals, equipment modifications, and the roles of various personnel within the organization. The report references the ITIL framework, specifically touching upon Service Strategy and Service Design, and is aimed at ensuring quality service delivery, customer satisfaction, and cost-effective IT project governance. The document provides a framework for IT service management that aligns with business objectives and describes the "what" and "how" of service delivery within the WHCS context.

Running head: SERVICE LEVEL AGREEMENT
SERVICE LEVEL AGREEMENT
Name of student
Name of university
Author’s note:

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SERVICE LEVEL AGREEMENT
Service level agreement for Worthington Health-Care System
Worthington Health-Care System, IT SUPPORT
SERVICE LEVEL AGREEMENT
Provider of service: IT support desk
Type of service: IT support primary first level support
Service period: January 1, 2020 through December 31, 2020
Performance: For providing the most optimal initial stage support as well as service to
all the departments of the healthcare system, all the problems as well as the repair calls
should be received by the front desk of the facilities.
The Worthington Health-Care System would provide with these following support:
 Initial stage of problem determination where
 Recording of all the problems would be done
 Problems would be resolved or it might be assigned to suitable specialist.
 Monitoring of the problems would be done.
 Notification of the times of commitment would be provided to the users as well as
any of the problems that might occur in fulfilling all the stated commitment.
 Documentation of the problem resolution would be done and it would be available
in the report status.
Sole contact point with procurement department for
 Ordering any new equipment for the projects that are being considered in the
organisation

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SERVICE LEVEL AGREEMENT
 Movement, addition, as well as alteration of the equipment that includes the
printers, personal computers as well as telephones
 Services that ranges from data entry, authorisation of the building access, user IDs
as well as passwords of any new computer, centrex lines, voice lines, the
mainframe connections, the connections of the file servers, reports as well as the
issues of application program
Reliability
All the services would be provided in between hours of 9:00 a.m. and 8 p.m., on
Monday to Friday except the holidays. During this particular time, the support team would be
staffed with minimum 10 people. The telephone number (113-7465) would have almost three
lines that could be accessible for taking the calls. When both of the lines are discovered to be
busy, the calls would be forwarded to the voice mail, where any desired messages could be
provided. A return call would be guaranteed from the support team within 10 minutes of any
urgently received voice message. All the messages that are left on the voice mail would be
confirmed for the receipt within the initial four hours. A remote telephone number (113-
5638) would be constantly made available for checking the status of the operability of the
system (server, mainframe, database server).
Purchasing approval
There is a pre-determined list of individuals within Department who would be
provided with the authority of the placing the orders with IT support desk for the services or
the equipment that would produce the charges. When any order has been placed with IT
support team, it would be the responsibility of the manager to offer the purchase order
information that could be referenced on all the orders. The order placing of any equipment
would be solely done by the authorisation of the manager and the director and without the
approval, the ordering of new equipment would be placed on hold until further notice.

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SERVICE LEVEL AGREEMENT
Modifications
This agreement might be amended any time with the mutual consent of the both parties
Operations manager