Operating Level Agreement: ArchivesSpace

[tmill29]

• [x] Finalization of the AEON OLA- This is pending the review with the Service Owners

• [x] Initial creation of the ArchivesSpace OLA draft

• [x] Acceptance of Service Criticality Tiers

• [x] Acceptance of Aeon Support Tiers

• [x] Acceptance of ServiceNow Ticket Norms

• [x] Determine the OLA permissions in viewing documentation

[AGCooper]

Draft https://emory.sharepoint.com/:w:/r/sites/EULLTDS/_layouts/15/Doc.aspx?sourcedoc=%7B74FF3F47-784B-47B4-98F7-A644F9C97B87%7D&file=OLA-ArchivesSpace-Draft-2023-for-Approval.docx&action=default&mobileredirect=true

[tmill29]

Adding to blocked due to the dependency of the Aeon OLA and OLA template.

[libdgg]

Alex, Elizabeth, Cari and I are meeting Monday 5/22. Draft agenda below.

We need to get closure for the 2 associated documents below before we can complete the Aeon OLA work.

Support Tiers

• Everyone needs to review the following ServiceNow article which explains response/resolution times for assignment groups.

• https://emory.service-now.com/nav_to.do?uri=%2Fkb_view.do%3Fsysparm_article%3DKB04113 -- Core Systems is Platinum -- Tech Support Training is Platinum -- Software Engineering is Gold

• We then need to reference (or indicate) those in the Support Tiers document

• Then Cari and Doug need to review application criticality to ensure that is being viewed through those support tiers accurately - specifically for Aeon in this case

• I added a signature block for approval on the document

Ticket Norms

• Review the comment on re-opening ticket process for resolution
• Review the service level (Platinum or Gold) times per servicenow assignment groups and reference (or indicate those) in the document
• I added a signature block for approval on the document

The Aeon OLA is otherwise ready once we get closure on the above bullets. Once that is done it should unblock the remaining work for the ASpace OLA.

[libdgg]

@erussey @lovinscari @AGCooper and @libdgg ACTION:

• CL and DG confirm with RM that Service Criticality Tiers is based on P1 (P1-P5 will be described within Ticket Norms and/or OLAs) and that Aeon is group 3 or can it be moved group 2 like ASpace.

• ER and AC will draft P1-P5 and update the OLA and Ticket Norms documents and edit signature block as needed. See if they can put P1-P5 in the Norms as an alternative to outlining them in the OLA. Final edits to the Aeon Support Tiers document.

NOTE: The work above will inform updates to the OLA template ServiceNow CI etc.

[tmill29]

Alex and Elizabeth will meet this Thursday.

[lovinscari]

@erussey and @lovinscari to meet 6/22/23 to review the comments and status of the Aeon OLA. A meeting to confirm Aeon support tiers and operational workflows is scheduled for 6/26/23 with everyone involved in the processes. Notes and comments from that meeting will be noted as information needed for the ArchivesSpace OLA.

[lovinscari]

The individuals responsible for supporting Aeon and ArchivesSpace met on 6/26/23 to review the Support Model Tiers document, draft OLA, Service Criticality Tiers and ServiceNow ticket norms document. The Support Model Tiers document was reviewed in its entirety, which I will incorporate comments, edit the document (cleanup) and send to the individuals listed for their approval. Another meeting will be scheduled for the week of 7/24/23 to hopefully finalize the remaining documents and incorporate the work from Aeon support documents into the ArchivesSpace support documents. Links to documents and meeting notes to be added by the end of this week.

[tmill29]

Meeting will be held July 27th to discuss Aeon OLA.

[erussey]

OLAs being sent out for final signature week of October 23.