The Importance of Service Level Agreements

Wednesday, October 16, 2013

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.

Heat Implementation Update

Wednesday, October 16, 2013

As reported in previous editions of the ITSS Quarterly Newsletter, FrontRange Heat Cloud is replacing Remedy and other tools used throughout the UNT System for incident management or what is commonly referred to as call tracking. The bulk of implementation work is complete. The vendor is delivering a few new features in its next version release to address some specific business requirements. The new version went into production the weekend of September 28th. Many support areas are busy creating content in Heat to prepare for the system-wide go live in December 2013.