Guidelines for Delivering as One in ict at the Country Level


Service Catalogue Template (Used by WHO)



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ICT-Guidance-on-Delivering-as-ONE-at-Country-Level-March-2014-final-1 (1)
Service Catalogue Template (Used by WHO)
Service Description TEXT Standard Features TEXT Service Level Components o
Service level Indicators
No.
Service Indicator
Description
Baseline
Standard Target
Special Target
(emergency)
01 02 03 o
Service Level measurement
No.
Source of Information
Measurement Process
Measurement Interval
01 02 03 o
Service Level Reporting
No.
Report
Description
Frequency
01 02 03 o Roles & Responsibilities
Role
Responsibilities
Service Manager


ICT Reference Group Guidelines for DaO in ICT at the Country Level Page 36 of 59 o
Escalation Procedures
Role
Responsibilities
Pricing
o
Onetime Costs
Description
Units
Rate
o
Monthly recurring Costs
Description
Units
Rate
o
Per Agency formula Total Cost
Total Users
Per User Cost
One time Recurring Total Contractual Agreements
Role
Responsibilities
Service Provider information Contract duration Disconnection terms
SLA penalties Related Services or User Documents
Service/Document
URL


ICT Reference Group Guidelines for DaO in ICT at the Country Level Page 37 of 59 Service Prerequisites
Pre-requisite
Description


ICT Reference Group Guidelines for DaO in ICT at the Country Level Page 38 of 59 Annex D Sample Service Manager Terms of Reference
Role
To implement and maintain the service management process to the level required by Agency Customers.

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