Sample Service Specification

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Sample Service Specification

This sample server specification illustrates the following costs associated with the "Personal Computer (PC)" service:

Direct (associated costs allocated directly to the IT organization) for the request of the other vendor software
Capital for the acquisition of the new PC
Variable depending on the number of new PC requests

Charges are based on the following elements:

Internal Service Provider
Initial setup of the service at the time of SLA signature plus Hardware
Fixed subscription per year
Cost of usage per request
External Service Provider
Market Standard

Element	Description
Service Name	Personal Computer (PC)
Service Description	New Desktop or Laptop
Service Exclusions	No support, no equipment returns
Service Core Dependencies	Architectural standards, including approved server hardware lists Procurement process for IT infrastructure equipment, including appropriate vendor agreements
Service Options	Options, such as Standard Laptop, Deluxe Laptop, Standard Desktop, Deluxe Laptop
Service Hours	24 hours per day, 7 days per week, 365 days per year Can vary, depending on Service Level selected by customer
Service Maintenance and Planned Down Time	Last Sunday of every month from 2AM - 3AM EST Can vary, depending on Service Level selected by customer
Service Availability	Availability Target: 99% of Service Hours Can vary, depending on Service Level selected by customer
Service Owner (Performance Measure Owner)	John Doe - Director, IT Organization
Service Users	Finance, Marketing, Operations, and Customer Service Organizations
Performance Measures and Descriptions	Acknowledgment of order Number of hours elapsed between the time the user submitted the request and the time the user received acknowledgment of the order Target: Average less than 8 hours Order Fulfillment: Normal Number of days elapsed between the time the user submitted the request and the time the user received acknowledgment that the requested items are available Target: Average less than 7 days
Key Performance Indicators	Number of days elapsed between the time the user submitted the request and the time the vendor notified the user that order was shipped
Key Goal Indicators	Better capacity planning and inventory management through standardized procurement processes Compliance to SLAs by third-party vendors and providers Standardization of computers throughout the organization
Data Collection Method/Frequency	Data is collected for “time of request”, “time of acknowledgment” and “PC available” by feeds from tools used at each event. If feeds are not available, collect the data daily (24h).
Cost Categorization	Direct and Indirect - Direct cost of service Capital and Operational Capital Fixed and Variable - Fixed based for subscription - variable per request Cost Type - Service + Hardware Cost Elements - Hardware + Services Defined in Service Dependencies Cost Units - Per Request + Hardware
Charging Policies	Internal Service Provider - Fixed Setup Price + Hardware External Service Provider - Market Price

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