Service Level Agreements

1
Service Level Agreements

• A Short Introduction

2
An SLA is

• A formal, negotiated agreement between service
  provider (IT service areas) and clients
• A way to build mutual trust
• An expectations-management tool
• A conflict reduction tool
• A gauge for service effectiveness
• A living document

3
An SLA is not

• An attempt to force the other party to do things
  in a particular way
• A complaint-stifling mechanism
• A unilateral decision-making process
• A quick fix

4
Why Bother?

• For service areas, improved understanding of
  client needs and priorities
• For clients, improved understanding of service
  area issues and capabilities
• A framework for evaluating and improving service
  effectiveness
• Clarity regarding roles, responsibilities, and
  accountabilities
• Framework for a funding model

5
Negotiated Agreement

• Representatives from IT and from faculty/staff
  participate
• Negotiation process equally important as final
  result
• Ongoing review and modification

6
What is Included?

• Context-setting information
• Services provided by all service areas
• Standards and exceptions
• Procedures for requesting service
• Expectations regarding how service occurs
• Service evaluation
• Funding and management of IT
• Periodic document review and change process

7
Service Area Specifics

• Main document outlines elements common to all
  service areas
• Service area-specific section for local services
  and issues
• Document content can only be modified by going
  through the established change process

8
Development Process

• Ensure management commitment
• Establish participants
• Assess services
• Gather customer feedback
• Ensure agreement about the agreement
• Develop the agreement
• Solicit feedback from outside reviewers
• Implement and manage the agreement
• Timeline 3-6 months typically