Since early 2014 Information Technology Services (ITS) has been drafting a group of service level agreements. A service level agreement (SLA) formally defines the services provided by an entity as a form of service contract. This is quite different from policies that define the rules of an entity which help sculpt procedures that enforce and uphold policy. Neither policy nor procedure help in defining expectation. The SLAs define what you can expect in the form of service from ITS.
There are nine SLAs in all that define how service is provided by ITS to our community of faculty, staff and students. Some examples are listed below:
- Service catalog
- Notification process
- Response time
- Prioritization
- Escalation
- Maintenance windows
- Unplanned outages
- Change management
The SLA themselves are designed around a root document called the ITS Campus SLA. This defines general service expectations. These are applied across all services provided by ITS that are not otherwise covered specifically in the remaining SLAs.
It is the goal of ITS to provide the best possible service to you, our customers.
Published: Tue, 19 May 2015 12:40:34 +0000 by w.jojo