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WSB Policy: IT Service Guidelines

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Purpose

  1. The World Scout Bureau (WSB) engages external IT service partners for the delivery of custom solutions to meet the business and operation needs of the organisation.
  2. Contracted external IT service partners are required to provide in writing a formal agreement, which is then signed by both parties upon approval
  3. The purpose of this document is to provide a simplified guideline on ensuring any and all Service Level Agreements are adequate:
    • To protect the WSB.
    • To detail out Service Quality that meets the WSB’s requirements.

 

Scope

  1. This policy represents the WSB’s official position and works in conjunction with all other relevant guidelines which may be developed at a local level. This guideline applies to:
    • All WSB Offices globally.
    • To all instances where service levels are used whether externally or the service level of one group to another.

Definitions

A list of terms used throughout this policy are defined in Appendix A.

 

Service Level Framework

  1. Senior IT and business management must create a Service Level Agreement (SLA) framework. Business management must include all major business functions.
  2. The SLA framework must identify IT objectives.
  3. The SLA framework must provide for measurement of IT performance so it can be compared to its objectives.
  4. The SLA must be continually realigned to fit the business requirements and to increase effectiveness. Objectives and performance measurements must be modified to best fit the needs of the business and provide effectiveness.
  5. The SLA framework must identify and define the roles and responsibilities of the business units, internal information technology resources, and third-party providers.
  6. The ability to measure quality and quantity of services must be built into the SLA and the objectives must be achievable, measurable, and easy to understand.
  7. Service level agreements must be compared with industry standards and reviewed by experts before being approved.
  8. The SLA framework must establish the content and format of the SLA.
  9. The SLA must include or consider work scope, objectives, controls (who authorises tasks), metrics, capacity, reliability, product/user support, security, and business continuity planning.
  10. The SLA framework must be annually reviewed and improved using past experience and results to improve the process.
  11. Objectives of the SLA must be identified and be measurable. The objectives must be listed in the SLA and means of measurement must be included.
  12. The SLA must be approved by all appropriate stakeholders.
  13. A process must be created to annually re-evaluate and measure SLA performance.
  14. SLA must consider the performance requirements of information technology resources and their impact on the business. System availability requirements is an example of IT performance requirements that impact the business.

 

Service Level Agreement Creation & Review

  1. A process for changing SLA objectives and metrics must be created.
  2. The SLA change process must assess the contract terms, contract scope, and business requirements to ensure that the objectives and metrics support the business needs.
  3. Business management must be involved in the creation of the SLA and agree to it.
  4. The SLA must be understandable by those who do not have technical knowledge or experience.
  5. The SLA must formally quantify performance requirements of information technology resources. The entity providing the service and the business departments must agree to the service levels.
  6. SLAs and associated contracts must be periodically reviewed (annually) to ensure they still meet the business need and be sure it continues to comply with existing policies and procedures.

 

Service Level Agreement (SLA)

  1. The SLA must define and describe agreed performance measures and their associated objectives.
  2. The SLA must specify responsibility for delivery of performance measures.
  3. The SLA must specify the procedures required to escalate issues.
  4. Services provided must link to value.
  5. Services must be measurable.
  6. Performance measures must be effective such that when users consider systems to be unusable, the measures also consider the system to be unusable.
  7. If performance measures do not reflect statistics when users consider systems to be unusable, a means of reconciling the performance measures with the user perspective must be provided. Differences must be tracked using tools such as trouble ticket systems.
  8. Charges for services must be clearly defined and accepted by all stakeholders.
  9. When services do not meet defined measures then, SLA should provide a penalty for non-compliance.
  10. Provision must be made in the SLA to deal with situations when costs vary more than expected due to an increase or decrease need for services.
  11. The way to handle changes in cost must be agreed by all stakeholders and handled in a timely manner.

 

Service Level Agreement Changes

When new systems are added, or updated, the effect on SLA requirements must be considered. The SLA should be written to support these changes or should be able to be amended.

 

Skill Level, Roles & Resources.

  1. A service quality manager role should be created to help create and monitor compliance with SLAs.
  2. The roles and required skills of a service quality manager must be clearly defined in the SLA.
  3. The service quality manager must be given the proper authority to perform their roles & responsibilities
  4. The Service Quality Manager must be given the responsibility for assessing service levels, analysing their effectiveness, and reporting findings to management.

 

SLA Enforcement

  1. Strict adherence the Service Level guidelines is important for the welfare of the organization.
  2. Any party that intentionally violate this guideline may be subject to disciplinary action up to and including denial of access, legal penalties, and/or dismissal.
  3. Any party aware of any violation of this guideline is required to report it to their supervisor or other authorised representatives.

 

Optional Requirements

  1. Create a process to re-evaluate SLA performance and the SLA framework performance annually.
  2. A process for changing SLA objectives and metrics must be created.
  3. A process must be created so the use of services can be measured.
  4. Business user requirements regarding service levels must be considered when infrastructure planning is done.

 

Policy Distribution & Awareness

This policy and it's supporting policies, standards and guidelines will be published on the WSB Dropbox.

Soft copies of the policy and its supporting policies, standards and guidelines will be available on WSB Staff Support Center.

The IT Personnel and/or the Senior Manager, Digital & IT Services may make periodic policy announcements by email.

WSB line managers will ensure that all existing and new staff, contractors, consultants, interns, volunteers and third-party commercial service providers who report to them are made aware of and have access to the policy and its supporting policies, standards and guidelines.

Individuals requiring clarification on any aspect of the policy and its supporting policies, standards and guidelines and/or advice on general I.T. security matters may email their queries to the Senior Manager, Digital & IT Services or the local IT Personnel.

 

Exceptions to this Policy

Exceptions to the guiding principles in this policy must be documented and formally approved by the Global Director, Communications , with evidence of support from the appropriate Senior Management Team.

Policy exceptions must describe:

  • The nature of the exception.
  • A reasonable explanation for why the policy exception is required
  • Any risks created by the policy exception.
  • Evidence of approval.

 

Policy Enforcement

The WSB reserves the right to take such action as it deems appropriate against individuals who breach the conditions of this policy. WSB staff, contractors, consultants, interns and volunteers who breach this policy maybe subject to disciplinary action, including suspension and dismissal as provided for in the WSB disciplinary procedure.

Breaches of this policy by a third-party commercial service provider, may lead to the withdrawal of WSB information technology resources to that third party commercial service provider and/or the cancellation of any contract(s) between the WSB and the third-party commercial service provider.

The WSB reserves the right to refer any use of its IT resources for illegal activities to the relevant Authorities.

 

Review & Update

This policy will be reviewed and updated annually or more frequently if necessary, to ensure any changes to the WSB’s organisation structure and business practices are properly reflected in the policy.

 

Appendix A: Definitions

Information: Any data in an electronic format that is capable of being processed or has already been processed.

Information Technology (I.T.) resources: Includes all computer facilities and devices, networks and data communications infrastructure, telecommunications systems and equipment, internet/intranet and email facilities, software, information systems and applications, account usernames and passwords, and information and data that are owned or leased by the WSB.

IT Personnel: These are the individuals responsible for the day to day management of a WSB network domain. Also includes WSB personnel who have been authorised to create and manage user accounts and passwords on a WSB network domain

Users: Any authorised individual who uses the WSB’s IT resources.

 

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