{"id":6739,"date":"2015-05-19T12:40:34","date_gmt":"2015-05-19T16:40:34","guid":{"rendered":"https:\/\/chronicle.hvcc.edu\/wpdev\/its-service-level-agreements-posted\/"},"modified":"2015-05-19T12:40:34","modified_gmt":"2015-05-19T16:40:34","slug":"its-service-level-agreements-posted","status":"publish","type":"post","link":"https:\/\/chronicle.hvcc.edu\/wpdev\/its-service-level-agreements-posted\/","title":{"rendered":"ITS service level agreements posted"},"content":{"rendered":"<p>&nbsp;<\/p>\n<p>Since early 2014 Information Technology Services (ITS) has been drafting a <a href=\"https:\/\/www.hvcc.edu\/its\/sla.html\" target=\"_blank\">group of service level agreements<\/a>. A service level agreement (SLA) formally defines the services provided by an entity as a form of service contract. This is quite different from <em>policies<\/em> that define the rules of an entity which help sculpt <em>procedures<\/em> that enforce and uphold policy. Neither policy nor procedure help in defining <em>expectation<\/em>. The SLAs define what you can expect in the form of service from ITS.<\/p>\n<p>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:<\/p>\n<ul>\n<li>Service catalog<\/li>\n<li>Notification process<\/li>\n<li>Response time<\/li>\n<li>Prioritization<\/li>\n<li>Escalation<\/li>\n<li>Maintenance windows<\/li>\n<li>Unplanned outages<\/li>\n<li>Change management<\/li>\n<\/ul>\n<p>The SLA themselves are designed around a root document called the <em><a href=\"https:\/\/www.hvcc.edu\/its\/sla.html?p=8232\" target=\"_blank\">ITS Campus SLA<\/a><\/em>. This defines general service expectations. These are applied across all services provided by ITS that are not otherwise covered specifically in the remaining SLAs.<\/p>\n<p>It is the goal of ITS to provide the best possible service to you, our customers.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Published:<\/strong>\u00a0Tue, 19 May 2015 12:40:34 +0000 by\u00a0w.jojo<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; Since early 2014 Information Technology Services (ITS) has been drafting a group of service level agreements. A service level&hellip;<\/p>\n","protected":false},"author":2086,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-6739","post","type-post","status-publish","format-standard","hentry","category-campus-announcements"],"_links":{"self":[{"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/posts\/6739","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/users\/2086"}],"replies":[{"embeddable":true,"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/comments?post=6739"}],"version-history":[{"count":0,"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/posts\/6739\/revisions"}],"wp:attachment":[{"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/media?parent=6739"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/categories?post=6739"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/chronicle.hvcc.edu\/wpdev\/wp-json\/wp\/v2\/tags?post=6739"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}