Management Information Service
Management information services – Draft SLA
Description
Service Owner
The Management Information Service provides tools and
information in support of decision making, including:-

Complex bespoke reports pulling data from
disparate systems and presenting it in a unified way

Delivery of MI via the Web, Email, hard copy and
potential mobile devices or MS Office
tools
facilitating
business
scenario

Management Information team

Application Server Management
Support and maintain the system.
Chair the Management Information Service board
Customer Responsibilities
for this Service
Service Availability
Modelling
modelling
Des Butcher
Teams involved in service
delivery
IT Services Responsibilities
for this Service


Inform ITS of any faults through the Service Desk.

Participate in the Customer Service Board for the
Management Information Service

Provide expertise and resource in defining rules to
be include in the reports.
Service availability
unsupported hours.
is
split
between
supported
and
The service is available and supported during normal
business hours, 8 to 5:30 Monday to Friday
Outside of these hours the service is likely to be available
but if an interruption to service occurs then there are no
arrangements for out of hours support
Service Availability Targets
These will be negotiated with the Management Information
Service Board.
Standard Service Requests
-
Constraints
The hardware used by the Management Information service
has a maintenance contract which stipulates an 8 hour
response to an initial logging of a problem, there is no
guaranteed fix time.
The MI servers are common server models used by IT
services which have a number of common parts. During
previous hardware failures it has been possible to replace
the failed part from existing parts on site, reducing the time
to fix. This may not be the case for any future hardware
failure.
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Management Information Service
Dependencies
1) On Other IT Services
a) Network service
b) Staff eMail service for some notifications
c) IT account maintenance
d) Application Server Management
2) Other parts of the University:
a) None identified
3) Third parties:
a) IBM for software support
Service Continuity
Requirements
To be negotiated with the MI Service Board
Security Requirements
The Integrity and Confidentiality requirements are high,
confidential details are held.
The Cognos architecture has undergone penetration testing
in 2008 and the recommended actions undertaken
Service Specific Charging
Details
This service is centrally funded by the University.
Date last reviewed
12/1/2009
Last reviewed by
Des Butcher
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