Network Communication Managed Services SLA Metrics

Quick View

Summary:

Track and report Network Communication Managed Service performance metrics, and display benchmarks and trends in intuitive tables and charts.

Start Date:

September 30, 2009

Stage:

Research - Project Vetting Assessment

People

Sponsor/Champion:

Adrian Sannier, Vice President and University Technology Officer

Project Manager:

Mike Brown

Contact for more information:

Lani@asu.edu

Associate VP University Technology:

Max Davis-Johnson

University Technology Director:

Dave McKee

More Info

Source:

Executive

Department:

UTO

Priority:

Needs Prioritization

Scope:

Collect voice and data Network Communication Managed Service performance metrics relating to agreed upon dominant measures in the following categories:
- Overall Cost of Network
  - Capacity measurements.
  - Annual Cost measurements.
- Top of the line networking
  - University Comparisons.
  - Voice/Data convergeance.
  - Voice/Data mobility.
  - Percent current technology hardware.
- Network Health/Sustainability/Accessibility
  - Availability/uptime.
  - Hardware manufacturer support.
  - WiFi coverage.
- Customer Satisfaction
  - Always Working-reliable with limited maintenance outages.
  - Speed/Quickness-PRESENTLY, percentage Gigabit to desktop and 802.11n.
  - Service-timely and cost competative.
  - Satisfaction Surveys Ratings
Display benchmarks and trends for these data categories in intuitive tables and charts.

Not In Scope:

Data collection or display of performance metrics for Servers, Websites, Customer Desktops,
or other Services which utilize the network as a communications transport; but are not themselves
a communications channel or link in that transport system.
Cellular Telephone Service.
Cable Television.

All Milestones and Schedule:

Phase I:

Planning, Scope, and Design:

Consult CORDA/Dashboard and CARE groups for preliminary design and scope definition.
- Consider other representation formats than Dashboards, especially if those resources are not available?
Identify metrics which can be automatically reported.
Identify metrics most critical to UTO, from a business perspective.
Identify metrics most meaningful to ASU customer base; service, performance, reliability and other.
Identify frequency with which each agreed upon metric should be collected and reported.
Decide on best representation format for different metric categories; table, chart, graph, other.
Clearly define data sources, collection methods, storage formats, and preliminary reporting methods.
Engage CORDA/Dashboard and CARE groups for semi-final design and implementation planning.

PhaseII:

Development, Review, and Implemenation:

Finalize design and implementation planning with CORDA/Dashboard and CARE groups.
TBD....

PhaseIII:

Documentation of programming and business processes requiring continuing Operational/Care support.

Turnover of production data collection and reporting resources to OPERATIONS, CARE, or OTHER representative ASU institutional replacements.
Definition of periodic review of programming and business process updates, so that Network Communications Managed Services contract and UTO Business/Operations/Care, or OTHER representative ASU institutional replacement functions stay in sync and continue to report information in the best interests of the ASU community.

Deliverables:

ASU customer reporting of value addition due to Network Communications Managed Services Qwest partnership.

Administrative reporting of business/financial bottom line for Network Communications Managed Services Qwest partnership.

Contractual/relationship tracking during all 5 years of contract term

Dominant measurement of whether contract should be renewed or terminated during term or at end of 5 year contract.

Risk & Threats:

ASU/UTO changes in leadership,adminstration, and business operations vision.
ASU financial management/modelling to keep up with increasing costs of Growth and/or expansion into new Space.