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Introduction

This Statement of Work & Service Level document for IT Infrastructure Mainframe Services is designed to provide the buyers of outsourcing contracts a standard set of commonly outsourced responsibilities within the outsourced functions.  The documents can be used as a basis for the negotiation of outsourced services and as guidelines for legal documents on governing the quality of the service delivered.  The documents themselves are not legal documents and will require customization to address each buyer’s specific needs.

Scope

The template is broken into multiple sections that address the major functions being performed, the responsibilities of the Buyer and the Supplier, special constraints, and the expected performance level (quality) of the service being delivered. 

Contents

• Overview: Identifies the business objectives of the outsourcing initiative, as well as a clear description of the in-scope process(es)
• Major Functions: Provides a list of the main functions that will be performed by the Supplier or the Buyer. It correlates to the more detailed tasks described in the Responsibility Matrix
• Desired Results: Business objectives that the Buyer is looking to advance through collaboration with the Supplier during the outsourcing initiative
• Process Constraints: Specific process constraints (only when constraints exist)
• Responsibility Matrix: Outlines the key areas of responsibility within the scope of the process. The Supplier establishes pricing and service levels based upon the precision provided within the Responsibility Matrix. The Responsibility Matrix is not intended to address every detailed task that the Supplier is required to provide, but rather it focuses on potential areas of contention where the organization and the Supplier responsibilities might become ambiguous
• Service Level Specifications: Definition of Supplier performance metrics, method of calculation, and agreed-to performance levels
• Example KPIs: Examples of key performance indicators related to the particular process(es) (not necessarily provided for all processes)

Other Statement of Work (SOW) & Service Level toolkits in IT Infrastructure include: 

IT Infrastructure - Mainframe   |   IT Infrastructure - Midrange

IT Infrastructure - Data Network   |   IT Infrastructure - Voice Network

IT Infrastructure - Helpdesk   |   IT Infrastructure - Desktop

IT Infrastructure - Common IT Services   |   IT Infrastructure - SAP Hosting

IT Infrastructure - Web Hosting   |   IT Infrastructure - Data Center

IT Infrastructure - Messaging   |   IT Infrastructure - Disaster Recovery