Service Level Agreements help ensure positive ITSS service experiences

Monday, April 7, 2014

ITSS shows its commitment to its customers with Service Level Agreements. These agreements keep track of how ITSS services are working — keeping ITSS accountable, transparent and ready to respond quickly to any problems.

What do the Service Level Agreements cover?
ITSS makes the agreements with an institution in the UNT System to provide service with a certain level of availability — such as available 99.5 percent of the time. These services cover infrastructure and software, such as telecommunications, data communications and wireless networking, EIS, BlackBoard Learn, along with the other services ITSS provides.

ITSS provides monthly and quarterly reports that show they’re providing the agreed service.

The service level agreements also cover how quickly ITSS fixes the problem, which can vary by location and institution.

The agreements also are set up to cover incident tracking and project completion for EIS applications, such as the student system, human resources and the portal, as well as the Blackboard Learn classroom management system and ImageNow document management system.

If a user is having an issue with a particular application, then the user can submit a ticket to ITSS. ITSS will review the ticket and determine the timeframe to solve the issue based on the severity of the problem.

The agreements also make sure that application projects are completed on time and on budget.

How does ITSS meet those targets?
For infrastructure, such as telephone services and email hosting, ITSS provides a high level of redundancy and use high quality equipment so it has a back-up if the infrastructure is disconnected or breaks down.

ITSS has maintained 61 service agreements since the program was developed in 2013 at a Shared Services Council meeting. The measurements are calculated and reported electronically.

Customers can access that information thanks to two online reporting dashboards with data updated every 60 seconds:

The dashboards allow ITSS to monitor how its systems and applications are performing from the customer perspective and it can find out where systems might not be performing as expected.