IT Shared Services (ITSS), along with the other Shared Services [Human Resources, Business Service Center], is working on the development of Service Level Agreements (SLA) for all of the services listed in ITSS’s service catalog. I cannot overstress the importance of these service levels to our future. We will use them to compare to availability in the marketplace, to report monthly to customers, to identify areas where customers require different service levels, and to provide ITSS with data for continuous improvement.
The timeline for SLA development and approval was set by the Shared Services Council at their September 6th meeting. It is:
I hope you realize that there have never before been any defined SLAs for any services that have become a part of the ITSS organization. We will be the first IT entity in the UNT System to publish and measure service levels.
ITSS clearly needs the ability to automatically calculate uptime of hardware, database and application systems listed in the document. You will note that we are not offering any performance SLA information for applications; the current SLAs only cover completing projects as scheduled and systems availability. After we have the availability well in hand, ITSS will move on to performance SLAs for application services (e.g., error rates, etc.).