|
Service Name & Manager |
Service Level Agreement |
Service Component & Dependencies |
|
24 x 7 1. Service Desk & Incident Management 0900 to 1700 A single point of contact for end users who need assistance and support in IT incidents and services.
|
1.1 Weekly 1.1.1 Weekly KPI for incomplete incident/request are not more than 35. 1.2 Monthly KPI 1.2.1 Monthly KPI for incomplete incident/request are not more than 35. 1.2.2 85% from total no. of incident/request is received/assigned within 2 working hours 1.2.3 85% from total no. of normal incident/request is resolved within 3 working days 1.3 Customer Satisfaction Survey 1.3.1 Excellent :70%, Fair : 25%, Poor : 5% |
PROCESS TOOLS INFORMATION/DOCUMENTATION -Secure Connectivity |
 10 x 5
2. User Access Management 0900 to 1700 Process requisition to granting authorized users the right to use a service
 Farah Najwa Zolkifli |
2.1 90% from total no. of request is resolved within 3 working days |
PROCESS TOOLS INFORMATION/DOCUMENTATION SOFTWARE/APPLICATION -Secure Connectivity -Service Desk & Incident Management |
|
3. Computer & Peripheral Corrective Maintenance 10 x 5 0900 to 1700 Perform or arrange computer corrective maintenance when required after the occurrence of a problem or failure
|
3.1 90% from total no. of request is resolved within 3 working days |
PROCESS HARDWARE TOOLS SERVICE DEPENDENCIES |
|
10 x 5 4. Technical Preventive Maintenance 0900 to 1700Mon to Fri Perform or arrange preventive maintenance in order to maintain the equipment in good operating condition or avoid occurring of this defect or breakdown
|
4.1 Computer 4.1.1 Perform 90% from total no. desktop for visited sites 4.1.2 Perform 50% from total no. laptop for visited sites 4.2 Network 4.2.1 Perform maintenance for all visited sites in 4.1 4.1.2 Perform line redundancy for all IPME sites |
PROCESS HARDWARE TOOLS INFORMATION / DOCUMENTATION OTHER SERVICE DEPENDENCIES |
 10 x 5
5. Computer & Peripheral Deployment 0900 to 1700Mon to Fri Perform or arrange new desktop and peripheral deployment based on request
|
5.1 90% total no. of new / transfer desktop is deployed within 20 working days 5.2 90% total no. of new / transfer peripheral is deploy within 10 working days |
PROCESS HARDWARE -Procurement -Service Desk & Incident Management |
 24 x 7
6. Email 0900 to 1700Mon to Fri A platform for enabling user to send, receive and review email
|
6.1 99% uptime |
HARDWARE SOFTWARE / APPLICATION OTHER SERVICE DEPENDENCIES |
 10 x 5
7. Network Connectivity Application 0900 to 1700Mon to Fri Apply business network connectivity such IPME, IPLite, IPValue, Wireless 3G and other with telco
|
7.1 All applications (IPME, IPLite, Wireless 3G & SDWAN) are completed within 3 months after approval and subject to readiness of internal wiring. |
PROCESS HARDWARE TOOLS DOCUMENTATION/ INFORMATION OTHER SERVICE DEPENDENCIES |
|
10 x 5
8. Network Infrastructure Installation 0900 to 1700Mon to Fri Extended infrastructure used to expand IPME, IPLite, IPValue or Wireless 3G services Muhd Firdaus Azmi |
8.1 All installations are completed within 1 month after delivery and subject to site readiness |
PROCESS HARDWARE TOOLS DOCUMENTATION / INFORMATION SERVICE DEPENDENCIES |
 24 x 7
9. Secure Connectivity 0900 to 1700Mon to Fri High availability network connectivity that enable user to connect with all centralized systems in data center from office or outside office
|
9.1 99% availability |
HARDWARE DOCUMENTATION/ INFORMATION OTHER SERVICE DEPENDENCIES |
 10 x 5
10. Cloud Service 0900 to 1700Mon to Fri Provisioning virtual machines for new system implementation
|
10.1 90% from total no. of request is completed within 10 working days but subject to capacity availability |
PROCESS HARDWARE SOFTWARE/APPLICATION TOOLS INFORMATION / DOCUMENTATION SERVICE DEPENDENCIES |
 10 x 5
11. Procurement 0900 to 1700Mon to Fri Acquiring all of the goods, services, and work that is vital to an organization
|
11.1 Monthly 11.1.1 85% of PO under OPEX is issued within 5 working days 11.1.2 85% of PO under CAPEX is issued within announced schedule 11.2 Yearly 11.2.1 Perform supplier evaluation for 100% from total no. of active supplier (More than 3 transactions per year) |
PROCESS SOFTWARE / APPLICATION INFORMATION / DOCUMENTATION OTHER SERVICE DEPENDENCIES |
