Sample Service Specification

This sample server specification illustrates the following costs that are associated with the "Personal Computer (PC)" service:
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This sample server specification illustrates the following costs that are associated with the "Personal Computer (PC)" service:
  • Direct (associated costs that are 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
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
This value can vary, depending on Service Level that the customer selects.
Service Maintenance and Planned Down Time
Last Sunday of every month from 2AM - 3AM EST
This value can vary, depending on Service Level that the customer selects.
Service Availability
Availability Target: 99% of Service Hours
This value can vary, depending on Service Level that the customer selects.
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 that have elapsed between user submitting the request and user receiving acknowledgment of the order.
Target: Average less than eight hours
Order Fulfillment: Normal
Number of days that have elapsed between user submitting the request and user receiving acknowledgment that the requested items are available.
Target: Average less than seven days
Key Performance Indicators
Number of days that have 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. The feeds are available from tools that are used at each event. If the feeds are not available, collect the data daily.
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