Service Desk

Service Desk 111455 Service Description 2021-04-12 Confidential

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Service Desk

Product Item: 111455

Service Description




Table of Contents

1 Preamble ............................................................................................................................. 5

2 Introduction ........................................................................................................................ 5

2.1 Service Overview ........................................................................................................... 5

2.2 Deliverables ................................................................................................................... 6

2.3 Delivery Model and Service Management ...................................................................... 6

3 Service Content .................................................................................................................. 6

3.1 Service Package Standard ............................................................................................. 6

3.1.1 Delivery organization ............................................................................................. 6

3.1.2 Availability of the service ....................................................................................... 7

3.1.3 SPOC .................................................................................................................... 7

3.1.4 Communication channels ...................................................................................... 7

3.1.5 Service process ..................................................................................................... 7

3.1.6 Catch and dispatch ................................................................................................ 8

3.1.7 Solution delivery .................................................................................................... 8

3.1.8 Life cycle management of tickets ........................................................................... 8

3.1.9 Follow-up of tickets ................................................................................................ 9

3.1.10 End-user services ................................................................................................ 9

3.1.11 Incident process ................................................................................................ 10

3.1.12 Authorization management and password reset ................................................ 10

3.1.13 Instructions for users ......................................................................................... 11

3.1.14 Support via remote access ................................................................................ 11

3.1.15 End user Satisfaction Survey............................................................................. 11

3.1.16 Customer portal ................................................................................................. 11

3.1.17 Knowledge base for end users .......................................................................... 11

3.1.18 Reporting........................................................................................................... 11

3.1.19 Service roles ..................................................................................................... 12

3.2 Service Package, add-on: Delivery organization within the EU ..................................... 13




3.3 Service Package, add-on: Delivery organization within the Nordic ............................... 13

3.4 Service Package, add-on: Delivery in local language ................................................... 13

3.5 Service Package, add-on: Extended availability time.................................................... 14

3.6 Service Package, add-on: Email as contact channel .................................................... 14

3.7 Service Package, add-on: VIP- support ........................................................................ 14

3.8 Service Package, add-on: Multi-vendor Catch & dispatch and monitor ......................... 14

3.9 Service Package, add-on: Application- usage support.................................................. 15

3.10 Service Package, add-on: Innovation and Digitization ................................................ 15

3.11 Service Package, add-on: Application service support (L1- L2) .................................. 15

3.12 Service Package, add-on: Knowledge base - Prepopulated ....................................... 16

3.13 Service Package, Multi-vendor Service Desk ............................................................. 16

3.14 Service Package Overview......................................................................................... 16

4 Service Environment ........................................................................................................ 17

4.1 Service Conditions and Pre-Requisites ........................................................................ 17

4.1.1 Technical requirements ....................................................................................... 17

4.2 Support system ............................................................................................................ 18

4.3 Disaster Recovery ........................................................................................................ 19

4.3.1 Continuity plan .................................................................................................... 19

4.4 Geographical and Language Scope of Operations ....................................................... 20

4.4.1 Geographical scope of use of the Service ........................................................... 20

4.4.2 Geographical scope of provisioning the Service .................................................. 20

4.4.3 Geographical location of data .............................................................................. 21

4.4.4 Support Service languages ................................................................................. 21

4.4.5 Geographical on-site support............................................................................... 22

5 Supported Service Tiers .................................................................................................. 22

5.1 Reporting ..................................................................................................................... 22

5.1.1 Phone reports ...................................................................................................... 22

5.1.2 Service reports .................................................................................................... 22

5.1.3 Service Level management reports ..................................................................... 23

5.1.4 Ticket reports ...................................................................................................... 23




5.1.5 Service Review.................................................................................................... 23

6 Service Maintenance Windows ....................................................................................... 23

7 Licenses ............................................................................................................................ 23

8 Service Levels .................................................................................................................. 23

8.1 Service Hours and Support Hours ................................................................................ 24

8.2 Incident Response and Resolution Time Objectives ..................................................... 24

8.3 Standard Service Requests Resolution Time ............................................................... 24

8.4 Other Service Levels .................................................................................................... 25

9 Service Credits ................................................................................................................. 26

10 Price Model ..................................................................................................................... 26

11 Abbreviations or Special Terms Used in this Service Description ............................. 28

12 Attachments ................................................................................................................... 29

12.1 Attachment 1: Service RACI ....................................................................................... 29




1 Preamble

This Service Description is an Appendix to the Service Agreement however shall take

precedence in the event of a conflict between this document and the Service

Agreement.

Certain parameters within this document are generic, and the selected packages,

options, or other service configurations chosen by the customer are detailed in

Attachment 1 (Service and SLA Parameters) to the SLA Common Terms Appendix.

2 Introduction

2.1 Service Overview

The purpose of the TietoEVRY Service Desk service is to ensure service continuity,

which means that users receive the support required in their daily work and that the

effects of any disruptions in IT deliveries are minimized. Service Desk ensures that

users receive the right support at the right time.

The Service Desk service is based entirely on ITIL and the quality assurance routines

that follow from TietoEVRY's certifications in the areas of quality, safety, and the

environment. It is supplemented in individual deliveries by the regulatory

requirements and specific conditions that apply to our customers' operations.

Service Desk acts as a single point of contact (SPOC) for different types of users and

provides several alternative contact channels to enable smooth communication in

different situations, per example for channel for orders, of permissions and IT

equipment. The processes that are applied include functions for approval of orders

and certification in accordance with agreed regulations.

Service Desk is responsible for analyzing, registering and resolving incidents, orders

and service requests as quickly as possible. If required, the case or order is sent to

the relevant solution group. The responsibility for the incident or order remains with

the Service Desk until it is completed and closed.

Service Desk handles communication with all customers, users and parties involved

in the delivery and is cohesive in the communication regarding issues that affect the

delivery.

User support and advice for the use of tools and applications can be provided if

agreed.




Quality deviations are prevented through continuous activities for the improvement of

services such as data analysis, customer feedback and via reports that initiate

improvements to service functions or processes. Automation and standardization are

key elements in the improvement work, which leads to more efficient and value-

added services.

2.2 Deliverables

Applicable automatic and manned contact channels to provide SPOC for end users to

get access to support of services and applications.

2.3 Delivery Model and Service Management

The Delivery Model and Service Management is described in the SLA Common

Terms document as Attachment 3 (Delivery Model and Service Management).

Supplier’s implementation model is in line with the Information Technology

Infrastructure Library (ITIL) and provides processes, methodologies, and best

practices for implementing the Service delivery to the Customer. After the handover

from Service implementation to continuous Service has taken place, these processes

(such as request fulfilment, change management, incident management,

configuration management and capacity management) are applied.

For collaboration with the Customer, Supplier uses self-service channels, different

delivery governance forums, and the service desk.

3 Service Content

The following parts are included in the standard Service Desk service for the services

provided by TietoEVRY. The service can be adapted for collaboration with other

Service Desk functions at the customer or at other suppliers if this is agreed.

3.1 Service Package Standard

3.1.1 Delivery organization

• Delivery is in English with staff located globally.

• Communication with service providers takes place in English.




3.1.2 Availability of the service

Refers to Service Desk SPOC

• Includes weekdays (CET / EET) 07.00 - 18.00, staffed.

• Includes weekdays and weekends 24/7, digital service.

3.1.3 SPOC

• Single Point of Contact (SPOC) is a contact area for Service Desk that simplifies and streamlines for the user.

• All tasks received via agreed contact points is registered in TietoEVRY's ITSM system.

• The user receive help already in the first possible level (L0, L1) according to agreed service levels. If there is a need for specialist handling, the case will be handed over to a specialist team.

• The ownership of the ticket in cases where services are provided by TietoEVRY remains with the Service Desk until the case is resolved and closed regardless of where it is resolved.

3.1.4 Communication channels

• Digital customer portal "TietoEVRY Service Channel" (self-support, end customer interface).

• Chat

• Telephone

3.1.5 Service process

The image below describes the service structure and processes on a generic level.

Depending on the agreed scope of services, some or all of the components shown

may be included in the service.

TietoEVRY bases its services on the "move left" principle and promotes preventive

measures, (Level -2), automated solution level (-1), self-service (Level 0), service

desk (Level 1), technical system expert (Level 2) and service owners / development

(Level 3). In this model, the Service Desk (Level 1) operates between these layers,

providing support for tasks that are not resolved at the previous levels and for users

who prefer person-to-person support.

Service Desk receives, classifies, and handles service requests from users. The

Service Desk also monitors the action processes of the service tasks. End users can

submit service requests via self-service features or agreed service channels.




In cases where the Service Desk is unable to resolve an incident or answer an IT-

related question or resolve a service request, the Service Desk will send it to the

relevant solution group or to TietoEVRY's third party providers. Common cases that

are sent may, for example, include infrastructure-related incidents and incidents or

service requests that require on-site work.

3.1.6 Catch and dispatch

Service Desk (SPOC) quality ensured information of ticket to ensure that all

necessary information is available for fast handling in L2 and third-party supplier

before dispatched. Incidents and Service requests is registered into ITSM system and

then Service Desk focus on Incident/problem recognition for forwarding to the right

2nd level or if agreed 3rd level support team or the third-party vendor.

3.1.7 Solution delivery

Service Desk (SPOC) undertakes immediate actions to restore a failed IT service as

quickly as possible, this also includes user issues. If no ad-hoc resolution can be

provided, Service Desk (SPOC) will transfer the Incident, and Service request to

relevant expert technical support groups (2nd Level Support or third-party supplier).

Solution is normally available as a knowledge database entry.

3.1.8 Life cycle management of tickets

Service Desk handles TietoEVRY-delivered services, groups and teams and

processes, MIM, Incident, Request Fulfillment and Service Request in the ecosystem




(Service Desk, customer groups, third-party vendors, etc.) and monitors their

performance.

Service Desk provides regular reporting to the customer (and / or other specific

stakeholder groups) about the group's results.

Service Desk has regular contact and collaboration with the groups to find solutions

to any shortcomings identified during basic analysis done to increase quality.

3.1.9 Follow-up of tickets

Service Desk (SPOC) owns the case throughout the life cycle of the ticket in cases

where service is provided by Tieto EVRY. This means that Service Desk:

• Monitors tickets to ensure that agreed service levels are maintained.

• Keeps users informed about their Incidents' and request’ status at pre-defined report intervals.

• Provides follow-up, progress and feedback in accordance with agreed conditions and routines.

• Reports open cases, which exceed a predefined delivery time, at agreed intervals.

3.1.10 End-user services

Service Desk helps users by:

• Guide in IT-related issues

• Solve users' ongoing "problems" (incidents)

• To take over end-user equipment through remote tools for effective error correction to provide user IT support

• Report progress and status on tasks handled in the Service Desk

• Handling end-user orders

• Provide access to service channel for self-support




3.1.11 Incident process

Through the incident management process, Service Desk quickly restores agreed

service components or escalates incidents to the appropriate service responsible unit

as agreed. The idea is to minimize the effects of the incidents on the business and

therefore ensure maintenance at the agreed level in terms of service quality and

availability.

Information is provided to the person who first reported an incident and according to

agreed distribution lists. The information is sent via e-mail, SMS or as a message in

the service channel, or a combination of these methods.

Control Desk and Service Desk work together to resolve the incident. The Control

Desk monitors "events" in real time created by monitoring systems and can thus

identify ongoing disturbances and their source.

Service Desk is responsible for customer communication of major disruptions and

informs the customer about progress and when the disruption is expected to be

resolved.

3.1.12 Authorization management and password reset

End user help with authorization issues for the services provided by TietoEVRY.

Service Desk supports activities 1, 2, 3, 4 and 6 in access management process with

order / request, verification, and approval to grant access.

The image describes the entire flow:

1. User makes the request, the request is reviewed (contains what is required for the

next step), 3. Approval of order, 4. Order is granted, 6. The case is closed, 7 control /

monitoring of unauthorized attempts to access, and reporting




3.1.13 Instructions for users

Service Desk provides instructions directly via Service channel, chat, phone calls or if

agreed email.

3.1.14 Support via remote access

When technical assistance is needed in your device, you are given the opportunity for

direct help from a specialist via remote access.

3.1.15 End user Satisfaction Survey

TietoEVRY's ITSM system is a tool for sending out questionnaires to users to follow

up on customer satisfaction. The questionnaire is sent out automatically in connection

with a case being closed.

The survey is automatically activated for all customers who use TietoEVRY's ITSM

tools. The feedback process for feedback is activated for each resolved / supported

case.

3.1.16 Customer portal

The customer portal has functions for self-support with knowledge database, create

incident tickets place orders and follow up ongoing tickets, and, among other things,

get information about ongoing operational disruptions see SLA reports etc.

3.1.17 Knowledge base for end users

Knowledge database where the user himself can find solutions to problems and

questions and to get quick solution to incidents and opportunity for increased own

knowledge.

The knowledge base is published for end users via the TietoEVRY Service Channel.

Knowledge database records are managed according to the KCS (Knowledge-

Centered Service) Process.

3.1.18 Reporting

The cases that cannot be resolved by the Service Desk are registered in the ITSM

system and forwarded to a relevant group to be resolved. Feedback to the user who

initiated the case is available in Service cannel, information is registered in the ticket

during the ticket lifecycle and can be accessed by end users via Service cannel,

closure feedback takes place when the case has been solved in TietoEVRY's ITSM

system.




3 party cases that cannot be resolved by Service Desk are registered in the ITSM

system and forwarded to the relevant third-party supplier according to agreed

routines, the user who initiated the case is informed of this and the ticket closed if

agreed.

Monthly standard reports are those in customer Service channel portal.

3.1.19 Service roles

Detailed responsibility of Service Desk is defined in a separate document, called

"RACI".

3.1.19.1 Service Desk, Specialist

Responsibility:

• Provide first-level support by monitoring and managing the service channels

• Logging tickets and all details regarding tickets / inquiries / service requests and make categorization and prioritization

• To provide first-line investigation and diagnosis

• Resolve events / requests / requests for services that do not need to be escalated

• Escalation of incidents / inquiries / service requests that Service Desk cannot resolve within agreed SLAs

• Completion of resolved incidents, inquiries, service inquiries

• Call-back in agreed requests

• Communicate with users - keep them informed of developments, notify them of imminent changes or agreed interruptions, etc.

3.1.19.2 Service Desk, Service Manager

Responsibility:

• Manage the overall Service Desk activities

• Ensures that the Incident Management process runs smoothly

• Additional escalation points for Service Desk agents

• Report to senior management

• Overall responsibility for handling incidents and service investigations at the Service Desk

• Continuous development of the service

• Participate in HR activities if needed




• Represent the Service Desk at meetings

• Create statistics and management reports

3.2 Service Package, add-on: Delivery organization within the EU

The additional service can be ordered separately. The additional service is only

provided together with the Service Desk standard service.

Before the parties enter into the service agreement, the Customer and TietoEVRY

agree on which service deliveries are included in the service delivery. Listed

packages are priced separately.

Delivery is in English with staff located within the EU. Communication with service

providers is in English.

3.3 Service Package, add-on: Delivery organization within the Nordic






Delivery is in English with staff located within the Nordic countries. Communication

with service providers is in English.

3.4 Service Package, add-on: Delivery in local language






Local languages are agreed separately.

• Written / spoken end-user language

• Written / spoken language for the customer's IT organization

• Reporting language

• Communication with service providers and TietoEVRY second / third level takes place in English.




3.5 Service Package, add-on: Extended availability time

Refers to Service Desk SPOC.

• Weekdays and weekends around the clock, staffed, 24/7 - 365.

3.6 Service Package, add-on: Email as contact channel

Possibility to contact SPOC via email and send in emails to create cases/tickets via

submitted e-mail.

• Monitoring of email folders

• Registration of cases

3.7 Service Package, add-on: VIP- support

VIP support (role-based support) is dedicated to named end users in the customer's

organization. VIP support is intended for users who perform business-critical tasks

and therefore have special needs, such as those who need quick solutions to

incidents or help with the group-specific environment. VIP users are identified in the

Service Desk based on the user information stored in our database. Application

support is not included in this add-on service.

This additional service contains the following elements:

• Calls to the Service Desk are automatically prioritized over other calls.

• VIP users are approved to order additional cost work that is reasonably feasible with the Service Desk and / or is included in services that TietoEVRY produces for the customer. Examples of additional cost work are software installations

• Lower threshold for sending on-site support

• VIP users get extra attention. For example, extra frequency of monitoring and follow-up of support orders

• VIP user support cases are marked as VIP in TietoEVRY's ITSM tool

• Express service / orders are applicable for, for example, orders for telephones and computers

• The service does not include third party management of the supplier

3.8 Service Package, add-on: Multi-vendor Catch & dispatch and monitor

Capture and dispatch and monitor task/ ticket to third-party suppliers.

• Register ticket

• Send to a customer-designated supplier




• The end customer (reported by) is informed that delivery has taken place and where the case has been handed over

• Open cases with third-party suppliers are monitored and if no progress is made, the supplier is reminded of this.

• The end customer (reported by) is regularly informed about the status of the submitted case

• Statistics created by all cases sent to third-party suppliers when TietoEVRY's ITSM system is used.

3.9 Service Package, add-on: Application- usage support

Provides basic usage support (how) and guidance for commonly used workstation

applications and cloud services to end users, such as:

• User advice and support for - Microsoft Office Desktop applications - Edge and Chrome browser

• Workplace applications and selected business applications.

The scope of the service and the list of supported tools and applications must be

agreed separately and defined in the delivery agreement.

3.10 Service Package, add-on: Innovation and Digitization

The Innovation and Digitization service is intended to utilize TietoEVRY's best

practice and knowledge to further develop and deepen the integration of the Service

Desk in the customer's business and business support processes. Innovation and

digitization can be realized as a development project or as a continuous process

alongside continuous delivery of services. TietoEVRY supports to implements the

"Shift left" principle in its services whenever possible. Analytical, artificial intelligence,

robotic process automation and digital experience management are some of

TietoEVRY's areas of expertise that can be used to increase and enrich end-user

services even in the customer's system environment

• Specialist to help customers in customer environment with digitization, process improvement, user-friendliness, streamlining of working methods, etc.

3.11 Service Package, add-on: Application service support (L1- L2)

The Application service is specifically designed to provide support for business-

oriented solutions. Application service support and support ensures fast problem

solving, minimal downtime and helps to keep business processes smooth.

• A dedicated Service Desk with greater ability to solve more complex application-related matters such as level L1- L2, the team will solve more complicated application-related matters.




• Together with the development team, Application service will ensure that the best possible service and that the customer has a contact point to contact regardless of support question.

Requires this document to be added in the contract service description

"111455 Service description add-on Application Services".

3.12 Service Package, add-on: Knowledge base - Prepopulated

"Knowledge base - Prepopulated" contains unique customer instructions for how to

use applications, devices and instructions for software for services not provided by

TietoEVRY.

The database contains a large selection of continuously updated knowledge articles

in several languages to provide self-help for users who have problems with services

or use of applications.

3.13 Service Package, Multi-vendor Service Desk

Service Desk who works in customers ITSM environment and work processes.

3.14 Service Package Overview

The Service Package overview is detailed below, describing what is included in the

standard pricing and what is optional.

Designation Definition

Included The task/activity/component is included in the pricing regime

Optional Option available for the Service that is not part of the base Service. Has

a separate pre-determined price or could be Time and Materials.

Service Package/Component Designation

Standard Service Included

Delivery organization within the EU Optional

Delivery organization within the Nordic Optional

Delivery in local language Optional




Extended availability time Optional

Email as contact channel Optional

VIP- support Optional

Multi-vendor Catch & dispatch and monitor Optional

Application- usage support Optional

Innovation and Digitization Optional

Application service support (L1- L2) Optional

Knowledge base – Prepopulated Optional

Multi-vendor Service Desk Optional

4 Service Environment

4.1 Service Conditions and Pre-Requisites

Pre-requisite for this service is that TietoEVRY provides other IT services to

customer.

4.1.1 Technical requirements

To be able to deliver the Service Desk services the service is handled in TietoEVRY

ITSM tool. If customers ITSM tool is to be used, service "Multi-Vendor Service Desk

Description" 133281" adapted to this.

To be able to use the Service Desk services, the customer and its end users must

have sufficient telephone system and access to the Internet to be able to access

TietoEVRY's ITSM system and the Service Desk.

To enable the Service Desk to use remote support tools, the customer must grant the

respective access rights to the Service Desk.

The Customer’s networking infrastructure must be available in Suppliers data center.




4.2 Support system

Tool Solution Function

Contact

center

TietoEVRY’s

contact center-

tool

(Service channel)

Contact management infrastructure

Detailed time information

Integrated chat function

Real-time reporting

Intelligent contact editing.

ITSM-

system

TietoEVRY’s

ITSM-system

Incident management and ordering of service

Detailed classification of support orders

Detailed user information

Detailed reporting

Knowledge

database

TietoEVRY’s

KDB- system

Service specific instructions to help Service Desk

agents and end users to self-help.to resolve support

issues.

Customer-specific instructions to help Service Desk

agents and end users to self-help.to resolve support

issues.

The knowledge database "Knowledge Bas Plus" is an

optional (Supplement) that requires ordering. Where it

is possible to subscribe to a knowledge database filled

with different types of knowledge.

Remote

support

TietoEVRY

standard remote

tool

Direct access to the user's IT unit (workstation) and

other supported equipment.

Remote support on behalf of the user.

Remote assistance to the user's technical

environment

(through the user's eyes).

Self-

support

channel

TietoEVRY’s

standard Service

channel

(TietoEVRY’s

ITSM-system)

Ordering functionality:

Order items and submit and follow orders of service

requests and change requests through the Customer’s

service catalogue. Contains orderable items according

to the scope of the customer agreement.

Resolve functionality:

Access to knowledge database.




Submit and follow up incidents and problem solving.

Chat with Service Desk.

Governance:

Access Service reports, governance meeting minutes,

change advisory board memos etc.

Production and change calendars:

View annual maintenance, release and change

schedules.

Read service announcements and news.

Role-based display of information, such as the user

viewing control documents and reports.

Information

via SMS

SMS Sender Mass sending of SMS (text messaging) in connection

with reporting of incident status or upcoming service

windows.

4.3 Disaster Recovery

Supplier maintains a Service-specific disaster recovery plan to be able to restore the

Service. Recovery processes are tested regularly to secure and improve recovery

operations.

4.3.1 Continuity plan

Service Desk follows TietoEVRY's continuity rule to identify potential risks associated

with downtime and downtime due to adverse events affecting its strategic, operational

or financial services. Therefore, it is crucial to maintain viable operational and support

functions with minimal impact on the business due to adverse events. Working with

business continuity and risk management helps to enable continuous operation of the

organization and the service at least to a predetermined, acceptable minimum level.

Business continuity aims to reduce the risks to an acceptable level and involves

planning for recovery after a stop and interruption.




4.4 Geographical and Language Scope of Operations

4.4.1 Geographical scope of use of the Service

The Supplier provides the Service to the Customer for use in the following countries if

it does not prevent the Supplier’s possibility to fulfil its obligations of the Service

Agreement (such as, breach any global trade or regulatory requirements).

Service Office/city/region/country Comment

Service Desk Global Standard delivery

Service Desk EU When required by customer

Service Desk Finland When required by customer

Service Desk Norway When required by customer

Service Desk Sweden When required by customer

4.4.2 Geographical scope of provisioning the Service

The Supplier provides the Service from the following specific countries:

Service Country Comment

Service Desk

India

Czech Republic

In conjunction with Add

on ”Delivery organization

within the EU”

Latvia



within the EU”

Finland



within the Nordic”




Norway




Sweden




Supplier has the right to provide the Service from any of its Affiliates within EEA/EU

upon written notification to the customer. Changes outside of the EEA/EU shall be

subject to agreement with the customer, agreement of which shall not be

unreasonably withheld.

4.4.3 Geographical location of data

The Customer’s data may be stored in the country(s) listed below. The actual

location(s) selected for the Customer are detailed in Attachment 1 (Service

Parameters) of the SLA Common Terms Appendix.

Service Country Comment

Service Desk Cloud Ticket and survey data in

ITSM system.

Service Desk Finland

Ticket and survey data and

in ITSM system.

When required by customer.

Service Desk Norway


in ITSM system.


Service Desk Sweden


in ITSM system.


4.4.4 Support Service languages

Service support language and incident documentation are available in the following

language(s). Default languages are included as part of the standard service. Any




Add-On languages required by the customer in addition to the default languages are

detailed in supplementary annex “(Service Parameters) of the SLA Common Terms

Appendix”.

Service Default Support

Languages

Add-On Support

Languages

(additional cost)

Comment

Service Desk English Swedish, Norwegian,

Finnish, Czech,

Latvian

Several languages

may be available.

4.4.5 Geographical on-site support

Not applicable.

5 Supported Service Tiers

5.1 Reporting

To verify the target performance of the service, TietoEVRY provides the Customer

with regular reports on selected metrics as agreed in the Agreement or in the service

description. The reports are produced by TietoEVRY’s operational systems and they

include actual service performance against the above noted service level targets.

Measurement period is calendar month.

5.1.1 Phone reports

• Answering rate including the Average waiting time (AWT)

• Report measure answering rate of telephone calls in percentage and includes also average waiting time in seconds.

• Call abandon rate (CAR) average in percentage.

5.1.2 Service reports

End User Satisfaction (Score by TietoEVRY’s customer survey tool)

https://wikia.service.tieto.com/display/SR/Service+reports+-+End+User+Satisfaction+Index




• Report measure end user satisfaction, feedback answering rate in Net Promoter Score (NPS) scale from 1-10 and shows also user comments.

5.1.3 Service Level management reports

• On-Time Delivery (OTD)

Report measure percentage of tickets which have been reacted and resolved within

the SLA target time. Ticket categories are incidents, service requests.

5.1.4 Ticket reports

• Active tickets: Report measures amount of tickets that are in active status.

• Opened tickets: Report measures momentary amount of tickets which have been opened during the month.

• Resolved tickets: Report measures amount of tickets which have been resolved during the month.

• Closed tickets: Report measures amount of tickets which have been closed during the month.

5.1.5 Service Review

This service level agreement is reviewed before any change impacting the scope of

the services. All changes to this service level agreement are handled through the

change management process.

6 Service Maintenance Windows

Not Applicable

7 Licenses

Supplier shall arrange and be responsible for the licensing related to the delivery,

maintenance, and life-cycle management of the basic Service. The Customer shall be

responsible for the infrastructure and all other licenses.

8 Service Levels

The Service Level targets relating to Availability and On Time Delivery, as described

in the SLA Common Terms Appendix, are tracked within the Service Desk tools.

However, reporting and accountability for those Service Levels is not with Service

https://wikia.service.tieto.com/pages/viewpage.action?pageId=30041070








Desk, but handled through each Service being measured according to their

respective service description.

8.1 Service Hours and Support Hours

Service Desk delivers according to the incidents and on time delivery commitments of

the respective contracted services. Know how delivered in Service channel other

cases handles office hours.

Digital driven services is available 24/ 365 (requires no human interactions).

8.2 Incident Response and Resolution Time Objectives

Not applicable for this Service Desk Service as these SLAs are measured within the

respective other services.

8.3 Standard Service Requests Resolution Time

Not applicable for this Service Desk Service as these SLAs are measured within the

respective other services.




8.4 Other Service Levels

On-time delivery (OTD) Service level agreement (SLA)

Average answering time for incoming chats Answering in 30 sec

Average answering time for incoming calls

If there is a peak for one day of incoming calls of

10% measured monthly this SLA is not called.

This parameter is not valid, if the daily contact

volume exceeds, by more than 10%, the volume

defined in the service contract.

60 sec

Average abandon rate of calls

Calls abandoned after more than 60 sec of

waiting

<5%

Average answering time for portal If there is a peak for one day of incoming calls of

15% measured monthly this SLA is not called.

This parameter is not valid, if the daily contact

volume exceeds, by more than 15%, the volume

defined in the service contract.

60 mins

Average answering time for emails 120 mins

End user satisfaction, NPS > +50

End user satisfaction monthly average >8,2

First line resolution

As this KPI depends on what is

delivered, on who is the service

provider and what possibilities

there are to deliver in the first

line, an agreement is made after

an investigation of what is for the

assignment realistic.

Answering SLA related to incoming calls, chats, emails are applicable if there are at least 100

calls in calendar month.

End user satisfaction will be measured if there are more than 20 answers in calendar month.

SLAs are applicable only for end user service desk services.




9 Service Credits

Service Credits are calculated within the respective services and not applied through

Service Desk service.

10 Price Model

Service Desk's pricing model is based on several parameters that are linked to

customer value and customer needs, of which the following below are the overall

ones. Price calculation is as below.

Price Item Unit of

Measure

Pricing

model

Consumption

period

Clarifications

Language Spoken

language

Volumetric Quarter

Delivery

location

Globally, within

EU, Finland,

Norway,

Sweden

Volumetric Quarter

Service time Office hours,

Outside office

hours

Volumetric Monthly

Workload Number of

users

Number of

services

delivered

Number of 3-

party suppliers

Number of

activities

Number of

tickets

Volumetric Monthly

Additional

services

Service

Package

Volumetric Quarter




11 Abbreviations or Special Terms Used in this Service Description

Abbreviation Explanation

Change An addition, modification or removal of approved, supported or

baselined hardware, network, software, application, environment or

system, or any change to the applicable terms and conditions.

TietoEVRY

service channel

Service channel as described in the service description.

Incident An event that is not part of the standard operation of a service

component and that causes, or may cause, an interruption to or

reduction in the quality of that service.

Impact Impact is the measure of the extent of the incident and of the potential

damage caused by the incident before it can be resolved.

On-time delivery

(OTD)

Proportion of incidents and requests resolved within the service level

objective (SLA) target time.

Reaction time Time elapsed from start accessing until access of service, until ticket

is created.

Support hours Specifies the hours during which TietoEVRY provides a service

customer support interface that accepts general inquiries and

requests from the Customer. Support is available during agreed

support hours

Urgency Measure of the business criticality of an incident based on the impact.

ITIL Information Technology Infrastructure Library

ITSM IT Service Management

SLA Service Level Agreement

“Appendix 2 Service Level Agreement – Service Desk”

CAB Change Advisory Board

VPN Virtual private Network

SMS Short Message Service




SCSI Standardized Customer Service Implementation

Control Desk Extended service available for ordering that includes monitoring and

automatic action in IT services provided by TietoEVRY.

12 Attachments

12.1 Attachment 1: Service RACI

Service Desk

Documents

Transcript of Service Desk