Service Level Agreement - Facilities Management

Forum to discuss ITIL issues and disciplines covering Service Delivery.
Post Reply
User avatar
smehdi
Itiler
Itiler
Posts: 16
Joined: Tue Dec 08, 2009 7:00 pm

Mon Dec 02, 2013 8:23 am

Hi All,

I have been asked to create an SLA document for Facilities Management(Data Centre). Have identified some of the critical services as follows:

Generator
Fire Alarm
VESDA (Very Early Smoke Detection Apparatus)
Fire Fighting system
FM200 Fire Suppression System
Foam System
Main PDU (Power Distribution Unit)
UPS (Uninterrupted Power Supply)
Switch Gears
ATS (Automatic Transfer Switch)
Acsess Control
Leak/Water Detection system
CCTV System (Closed Circuit Television Camera)
BMS (Building Management System)
District Cooling System
Chiller
CRAC Units (Computer Room Air Conditioning)

My company is planning to give the maintenance contract to a company who shall be responsible for above all (just to avoid multiple contracts). As it's a data centre , all these services should be always available i,e 24*7. Please can someone suggest what will be the relevant KPIs to monitor and measure the performance of the above services.

Thanks,

Syed


User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3636
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Mon Dec 02, 2013 11:17 am

Frankly, tit is beyond ridiculous to ask us to provide you KPIs

We do represent the vendor managing your data centre nor are we are responsible for managing the service

you need to come up with the KPIs yourself
-------------------------------
That said, I can give you an idea

First what are you going to measure
Second why are you measuring that
Third, How are you going to measure it
Fourth How does the vendor measure it
Fifth, how are you two going to compare

A KPI is nothing more than an indicator of something - hence the I in KPI.
KP stands for Key performance

So what are you go to measure in regards to the performance of a 24x7 team managing the data centre

Number of coffee cups drunk in a shift ?
number of emails ?
Number of tickets raised, resolved, escalated ?

Amount of electricity used ?

You need to know the understanding behind having a KPI in order to have a KPI
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
User avatar
smehdi
Itiler
Itiler
Posts: 16
Joined: Tue Dec 08, 2009 7:00 pm

Mon Dec 02, 2013 4:00 pm

Hi Diarmind,

Thanks for your reply but could have been more professional. response time, resolution time are all very common KPIs and does not fit into all scenarios. If you have a look at the services which I have listed, I believe following would be the more appropriate KPIs:

Security:

24x7 on-site security
?? 24x7 controlled entry through the use
of card and biometric access systems
?? 24x7 CCTV monitoring of doors and all
critical areas with intrusion alarm
?? Perimeter fence, and secure entry
gates
?? Secure loading dock and staging area
?? 24x7 CCTV recording with motion

Power

?? Approximately 1.5 kW/m² of gross
capacity
?? Incoming power supply via 4 x 11kV
dedicated feeds supplied thought 2
separate primary power sub-stations
?? On-site dedicated step down
transformers
detection cameras inside the data hall


Hope you have understood by now, what am i trying to achieve.
User avatar
UKVIKING
ITIL Expert
ITIL Expert
Posts: 3636
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Dec 03, 2013 2:47 am

Firstm

My name is not Diarmid. He is a completely different person

Two - this is a user site. I am not offering consulting services - as that will cost you quite a bit of money

Three - I can give you advice - which I have done.

Beyond that, there is nothing to add

As for the lack of professionalism in my response.. so what.. this is as I state a user site where people offer their opinions.

I have done so

You need to find your own KPIs and if you cant go hire someone who can
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Post Reply