Interview Questions.

Question 1. What Is The Purpose Of A Service Level Agreement (sla)?

Answer :

A Service Level Agreement (SLA) is an settlement among a purchaser and a provider of offerings. In this case, IT offerings furnished with the aid of CIO/OFT as an IT Shared Services company to state agencies and other governmental entities who are the customers. It affords an opportunity to foster a better working relationship between the consumer and the company. Expectations for offerings rendered, how they may be delivered and at what prices provide an open and obvious surroundings. It fosters smarter consumers and holds the provider duty for delivering offerings as prescribed.

Question 2. What Information Is Contained In A Service Level Agreement?

Answer :

A Service Level Agreement typically has the following data contained in each agreement:

A description of the services furnished to the client;
A description of the overall performance provider tiers used by the issuer to illustrate the excellent of customer service;
Service degree overall performance goals which can be benchmarked in opposition to enterprise high-quality practices;
Roles and duties of CIO/OFT;
Roles and duties of the Customer;
Rates for offerings furnished and billing system;
Dispute resolution manner;
The system for communicating with CIO/OFT; and
The SLA renewal manner.
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Question three. Why Is Cio/oft Implementing An Sla Program Now?

Answer :

As an IT Shared Services company, CIO/OFT wished a stable SLA program in region to cope with the many issues raised via organizations inside the past. This want turned into highlighted within the Enterprise IT Shared Services Charter carried out by way of the Governor’s Office of Taxpayer Accountability (OTA) and CIO/OFT.

The Charter outlines the requirement to put in force an SLA Program along with the enlargement of the IT Shared Services Model.

Question four. How Is It The Sla Different From The Terms Of Service (tos) Currently Used By Cio/oft?

Answer :

There are sizable variations among the 2 files. The new SLA Program makes a speciality of customer support, precise carrier level performance goals, a clean description of roles and duties for each the Customer Agency and CIO/OFT, a well-described set of performance measurements and a clear expertise of the services and charges for each service.

The former Terms of Service program did now not really outline roles and responsibilities, service descriptions, provider degree targets, billing dispute process or a clear explanation of rates for every provider. The groups have been confused about services and the quotes association with every provider.

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Question five. When Will The Sla Be Distributed To The Agency And What Is The Deadline For Signing The Sla?

Answer :

CIO/OFT will email a personalized replica of the SLA document to every client corporation no later than September 30, 2010. CIO/OFT?s assigned Customer Relationship Manager (CRM) will touch the organization’s SLA designee to work on a final SLA record. Once all gadgets were worked out and agreed to through all parties, the organisation CIO or different designee and the CIO/OFT consultant will sign the SLA no later than December 10, 2010.

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Question 6. Who Will Be Contacting The Agency About The Sla?

Answer :

Each enterprise will get hold of a memo from Dr. Melodies Mayberry Stewart, State CIO and Director of OFT in mid-September. Your corporation could be contacted no later than September 22 via a CIO/OFT Customer Relations Manager (CRM). The CRM will installation a meeting to discuss the SLA and will work with the enterprise until a very last SLA is signed no later than December 10, 2010.

Question 7. How Often Wills The Service Level Agreements Be Reviewed And Renewed?

Answer :

Service Level Agreements will be reviewed and renewed every  years by using representatives of CIO/OFT and the Customer Agency. This biennial manner is designed to make certain the agreement represents the cutting-edge IT wishes of the organisation and to solicit comments at the nice of services presented by means of CIO/OFT. In addition, the SLA may be reviewed at any time whilst there may be a modification to feature new services supplied by way of CIO/OFT or for dispute purposes. Either party can request a overview of the SLA as business desires may exchange in the -yr period.

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Question 8. What Is The Process For Reviewing The Sla?

Answer :

The agency’s assigned CRM and the Agency’s SLA Representative will time table biennial carrier first-class assessment conferences. The CRM and the representative will evaluate the adequacy of the offerings provided underneath the settlement, discuss the popularity of super issues to cope with, and perceive new troubles or new opportunities.

Question nine. What Are The Responsibilities Of The Customer Agency And The Responsibilities Of Cio/oft?

Answer :

The responsibilities of the Customer Agency will range based totally on the kind and amount of services purchased from CIO/OFT. CIO/OFT?s SLA software is designed to tailor the SLA settlement to cope with the type and amount of offerings bought. However, there is a trendy set of roles and duty by both events which might be defined in the fashionable SLA template which is published on the CIO/OFT website. General roles and responsibilities are blanketed in the predominant SLA file beneath every service.

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Question 10. What Is The Process For An Agency To Discontinue A Service Provided By Cio/oft?

Answer :

If an organization has to discontinue an IT Shared Service provided by using CIO/OFT, the business enterprise need to send a written note as soon as possible but no later than 60 days from date of expiration of the SLA. The word should preferably be despatched prior to the yearly release of the costs to avoid a large unfavourable effect on other customer corporations who share the price to provide this carrier.

Please be conscious, if an employer’s portion is greater than 5% of the overall IT Shared Service price, a written notification of motive to terminate need to be supplied no much less than six months prior to the anticipated termination date. The corporation’s written notice of termination ought to be despatched to the attention of the Deputy CIO of IT Customer Relationship Management Services at CIO/OFT.

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Question 11. Does The Sla Document Contain A Confidentiality Agreement?

Answer :

Yes. The Data Security section of the SLA report defines the confidentiality provisions.

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Question 12. What Is An It Strategic Cluster?

Answer :

IT Strategic Clusters assist corporations consciousness on the shipping of value-green and incorporated IT offerings via casting off unnecessary and steeply-priced duplication of IT investments. And IT Strategic Cluster is a coalition of IT assets, information and reports, shaped to fulfill associated enterprise demanding situations, dreams and offerings of State organizations and materials. Seven clusters have been recognized, and every may have a Cluster chief, unique goals and performance measurements to make sure duty and transparency.

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Question 13. Some Of The Posted Metrics Do Not Accurately Reflect The Actual Time To Completion?

Answer :

Some approaches require paintings from several commercial enterprise devices. The metrics, as pronounced, pertain to the work in the commercial enterprise unit being reported on. CIO/OFT keeps to refine our metrics and streamline methods among enterprise gadgets to higher constitute of completion of responsibilities.

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Question 14. What Services Are Covered In The Sla Document Provided By Cio/oft?

Answer :

All IT Shared Services provided via CIO/OFT are eligible for inclusion inside the SLA. Each service is defined in specific provider descriptions in a separate file.

However, the current fundamental services supplied consist of the subsequent:

Customer Care Center Operations (24x7x365 Help Desk Support)
NYS Directory Services (Our Enterprise LDAP Services)
Empire 2.0 Web Services (Web Development, Content Management)
Data Center Operations (Mainframe, Servers, Storage, Disaster Recovery)
NYSeMail (Enterprise Email System)
Customer Networking Solutions (Desktop Support)
NYeNet Services (State Data Networks)
Technology Academy (IT Training – Classroom and Online Distanced Learning)
Telecommunications and CAPNET (Telephony Services)
Question 15. What Can I Find More Information About A Particular Service?

Answer :

Each CIO/OFT IT Shared Service has a corresponding element document to fully explain the carrier, the roles and duties for both CIO/OFT and the patron, how the carrier is supported, how billing data is amassed, the assets to be had to help the employer and how to touch CIO/OFT. Also, extra statistics is to be had on the SLA internet site.

CIO/OFT welcomes all feedback. Please permit Customer Relations understand in case you need greater statistics or have suggestions to assist us maintain the record relevant.

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Question 16. What Is The Change Control Board?

Answer :

CIO/OFT is committed to provide outstanding customer support with minimal impact to ongoing operations for an company or the customers of different agencies. To ensure an effective application, a governance organization was created to fulfill this characteristic – The Change Control Board. The purpose of the Change Control Board is to change information regarding any physical or logical adjustments which can affect the fame of any network, laptop machine, or software that CIO/OFT is chargeable for or website hosting.

It may be very important that any modifications to the IT environment are genuinely understood and the customer expectations are managed to limit operations. This collaborative process is designed to mitigate the ones dangers and make sure modifications are a success.

Question 17. When Does The Change Control Board Meet?

Answer :

The Change Control Board meets every Tuesday and Thursday at 9:00 am at the forty North Pearl Street facility. The meeting concluded when all gadgets are included effectively and usually ends at nine:30. Call-in attendance is to be had through Conference Bridge, however lines are restricted and intended for the ones in other buildings.

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Question 18. Who Can Attend The Change Control Board Meeting?

Answer :

The meeting is open to all CIO/OFT body of workers and personnel of Customer Agencies. Change owners or their representatives must attend every meeting. Please ship an e mail to OFT Change Board if you want to take part.

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Question 19. Does Cio/oft Have A Video Conferencing Service?

Answer :

Currently CIO/OFT is inside the method of piloting this service with numerous agencies. CIO/OFT will paintings with any business enterprise to lead them to a part of this pilot so we can provide video conferencing to their employer. Please touch your CRM for information. Presently there's no mounted fee or metric for Video Conferencing.

Question 20. Is Cio/oft Considering Offering Voip Services?

Answer :

CIO/OFT is in the method of upgrading our infrastructure to deal with a VOIP offering. If you're interested by this service please touch your CRM.

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Question 21. Is There A Single Point Of Contact For Cio/oft’s 24x7 Help Desk Support?

Answer :

The Customer Care Center (CCC) is the unmarried factor of touch for “one-stop” offerings from CIO/OFT. The CCC additionally offers aid. The CCC can be reached at 1-866-789-4638 or 518-402-2537 24x7ix365. The CCC by no means closes!

Question 22. Who Do I Contact If I Need To Reset My Password?

Answer :

NYS Directory Service offers capabilities to permit customers to reset their own password. Also, your business enterprise representative or the Customer Care Center can help with password resets.

Question 23. Is There A Charge To Reset A Password From The Customer Care Center?

Answer :

Yes. If a user calls the Customer Care Center to reset a password, the organization will be charged the Security Service charge, that is the lowest fee. This charge and description is described on the website and within the SLA.

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Question 24. Is There A Charge To Report An Issue Related To The Cio/oft Infrastructure?

Answer :

No, there may be no price. Customers aren't charged for calls that are issues with the CIO/OF infrastructure and beyond the manage of the organisation.

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Question 25. Who Are The Severity And Outage Notifications Sent To?

Answer :

Notifications regarding severity or outages are despatched to the customers impacted with the aid of the relevant problem the usage of the purchaser company-controlled distribution list. The Customer Agency determines who need to be notified and CIO/OFT will make sure all appropriate people are notified within the said timeframes.

Question 26. How Are Critical Issues Handled That Require Long Term Planning And Scheduling?

Answer :

CIO/OFT will paintings to satisfy provider availability goal tiers as defined inside the SLA document. However, on occasion there are unplanned and unscheduled critical troubles which stand up and should be addressed as effectively and as expeditiously as feasible. Critical issues, which includes Severity -1 incidents, are intently tracked within CIO/OFT to make sure services are restored as quickly as viable. Staffs with the critical knowledge in diverse technical abilties are speedy mobilized to awareness, diagnose, analyze and clear up the important trouble(s). Long time period planning and coordination of comply with-up support and modifications are facilitated through CIO/OFT and entails all essential aid groups with the specified technical know-how.

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Question 27. Will Cio/oft Post Network Design Specifications And Requirements For Developers; As Well As A List Of Supported Products And Their Life Cycles?

Answer :

Posting precise data concerning CIO/OFT networks could be a safety danger. In accordance with our rules, information can be provided to Agencies while writing RFI/RFP documents and when entering utility development contracts. Please contact your CRM for assistance.

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Question 28. Must The Customer Always Be Using The Most Current Version Of A Microsoft Product? Does Cio/oft Post Support Levels Of Products Being Used And Decommissioned?

Answer :

Customers do now not want to be using the most modern-day version of a Microsoft product; but they need to be the usage of versions supported by way of CIO/OFT. Current variations of products used and decommission plans are available via request. Please contact your CRM for help.

Question 29. Can I Request Reports On The Services I Receive?

Answer :

Yes. One of the principle additives of the CIO/OFT SLA Program is to provide more transparency and offer our clients with greater records on an advert hoc basis. Your CRM may be satisfied to offer you with reviews beneficial on your agency and to help along with your IT planning. However, the number and contents of all viable reviews feasible for all offerings may be overwhelming. We ask that you paintings your CRM to discuss your precise reporting wishes and what you may want on a everyday schedule. Many reviews can be created with the present equipment inside the fashionable layout. If extra paintings is asked to customize a file, an hourly charge to do the customization may additionally observe.

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Question 30. Currently I Can Get Mainframe Availability Reports. How Can I Get More Detailed Reports, Such As Those On Cics And Mq Series, Db2, Opc And Ibm Cm?

Answer :

The functionality for clients to generate extra detailed availability reviews is available for IBM mainframe customers thru using SAS/MXG reviews. Sample scripts had been provided to all customers to broaden reports reflecting particular company wishes. Contact your CRM in case you want more information on this option.

Question 31. What Are The General Guidelines Cio/oft Uses To Set The Annual Rates?

Answer :

CIO/OFT is needed to observe unique price hints to determine the annual fees. In addition, we strictly adhere to the following principles to manual the CIO/OFT price putting procedure and are:

Rates will be honest and equitable for all customers;
Rates can be affordable for similar offerings;
Rates could be comprehensible and honestly communicated to clients;
We will constantly pursue and put into effect techniques to lessen costs and decrease costs to our clients;
Federal price recuperation requirements might be strictly complied with to make certain kingdom groups can maximize cost recovery for CIO/OFT services;
Reconciliation will be used to ensure revenues generated from prices will absolutely recover the value of offering a carrier, however now not result in over-series of revenue; and
CIO/OFT will pursue all avenues to decrease any foremost fluctuations in prices.
Question 32. How Do You Make Changes To The Rates?

Answer :

Setting fees is a stability among value and favored capability. Periodically, CIO/OFT critiques costs to determine if modifications within the rate technique are wanted. This might also involve subdividing a service into additives so clients can choose which elements of the provider they need and most effective pay a charge for his or her selected components. This might also result in presenting greater alternatives, which include presenting tiered tiers of provider and aid with varying rates primarily based on the level desired.

If a primary exchange in quotes or price method is proposed for an current IT shared service, CIO/OFT will meet with clients to review the proposed modifications and accumulate customer feedback. CIO/OFT will then work with the Division of the Budget earlier than proceeding with a exchange.

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Question 33. How Does Cio/oft Estimate Demand For A Service?

Answer :

CIO/OFT estimates call for for a provider with the aid of reviewing the real annual utilization from the previous yr as a start line. CIO/OFT then considers the effect on carrier utilization from deliberate tasks, annual agency submissions of the Annual Technology Plans (ATPs), client discussions, and other external sources. CIO/OFT may additionally request customers offer statistics on expected main changes in annual usage for important services requested. Predicting future call for projections is continually a undertaking.

However, CIO/OFT will use all avenues, and records sources to make sure the costs are equitable, aggressive and compliant with the price principles and tips.

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Question 34. What Is Cio/oft’s Billing Process?

Answer :

CIO/OFT will invoice clients monthly for IT Shared Services supplied with the aid of CIO/OFT. Payment is due inside 45 days of receipt of the bill. Once DOB has permitted the brand new prices, companies are notified via letter and billing commences.

Question 35. What Is The Process For Handling A Problem Or A Dispute With The Bill?

Answer :

Your SLA document will describe the Dispute Resolution procedure. Essentially, clients should notify the Deputy CIO of IT Customer Relationship Management Services, in writing, of the disputed billing amount and the motive for the dispute within 30 days of the dated bill. Any amounts disputed in precise faith, can be deducted from the invoice, so long as the written note has been sent to CIO/OFT. The final undisputed quantity ought to be paid by the original due date. Within 30 days after very last resolution of the disputed fees, all resolved disputed amounts must be paid via the purchaser or credit could be furnished in the next month-to-month billing.

Question 36. What Happens If A Billing Dispute Presented To Cio/oft Is Not Resolved?

Answer :

If the everyday technique for resolving billing disputes does now not cause a resolution within 30 days after the agency’s written dispute notification, the dispute may be stated the Division of Budget whose decision might be final and binding. If the decision is in favor of CIO/OFT, the patron can be expected to pay the exceptional bill within 30 days of the final DOB decision.

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Question 37. Is Cio/oft Allowed To Discontinue A Service For Non-payment?

Answer :

Yes. CIO/OFT might also go with to terminate offerings if an bill remains extremely good for 180 days or greater. However, it isn't CIO/OFT?s purpose to use this method and it's miles used as a remaining inn. We encourage country agencies to pay for services rendered which aren't in dispute on a timely foundation.

Question 38. Can The Service Level Agreement Include Penalties For Various Reasons?

Answer :

While a penalty paid out of earnings may go inside the private zone, the financial version inside the public quarter is exceptional. All charges still need to be recovered for services funded by way of an Internal Service Fund. IT shared services can't make a income or loss on an annual basis. If consequences had been enacted, it would not reduce the full price as there's no income margin; fees and revenues need to be equivalent every economic 12 months for a carrier.

Question 39. Where Is Information Regarding Cost And Consolidation Of Services?

Answer :

Please check with the Charter for Enterprise Information Technology Shared Services between the Office of Taxpayer Accountability and CIO/OFT issued by the Director of State Operations.

Question 40. Can A Customer Agency Request Performance Service Level Targets Above The Sla Performance Targets For A Particular Service?

Answer :

CIO/OFT is devoted to offering service stages that are above the enterprise average and aspires to attain “world class repute” inside cheap constraints for all offerings. The SLA provides standard measures for popular IT shared services. These performance degree measurements and target ranges had been evolved with the help of enterprise experts and organisation input. If an business enterprise has a need for a higher stage of carrier than the goal level and is inclined to pay for that higher level of service, please touch your assigned CRM. The CRM will estimate the price for extra assets to raise a provider degree and the client can determine if the additional funding is justified.

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Question 41. Will The Nysemail Response Time Be Measured?

Answer :

We presently degree NYSeMail availability. For the beyond 12 months it changed into at ninety eight% on an annual foundation. Measuring real response time for a user includes a mixture of both CIO/OFT and client provided services such as electronic mail, networks and laptop responsiveness. The equipment we currently use do not provide that stage of tracking. As structures, software program and new versions of existing tools come to be to be had, CIO/OFT will compare what extra overall performance measures can be delivered to the overall performance dashboard.