ITS Service Level Agreement (SLA)

Background

Information Technology Services (ITS) has established a list of services they support and at what level they can support them based on available ITS resources, including funding and personnel.   This is based on a desire to meet specific metrics to best support the needs of the University.   These metrics include the time it takes to resolve an incident (issue) and the time it takes to fulfill a request.  When a request is made that falls outside the services currently provided by ITS and is determined to meet a strategic need, an SLA will be established between the requestor and ITS. 

ITS provides a list of supported services and standards on their published Service Catalog at ITS.nsuok.edu.

Definition 

The ITS Service Level Agreements are intended to set a level of expectation for both the requestor and ITS.   The SLA will include anything within the scope of the agreement and anything explicitly out of scope.   It will also establish roles and responsibilities for anyone that has activity associated with the SLA.  The SLAs will be reviewed periodically and evolve over time as there are changes in services or levels of support.  In these agreements, ITS will be the service provider and will fulfill the SLA requirements while both sides meet the expectations established in the SLA.

Conditions of Service

ITS provides technology services and ensures service availability to the NSU community under the following conditions.

  • Compliance with federal, state, local, OSRHE, and RUSO regulations, statutes, and policies.
  • Compliance with NSU policies, procedures, and guidelines.
  • Compliance with ITS policies, procedures, and standards including but not limited to:
    • Technology & Network Usage Policy
    • Information Security Policy
    • Additional policies, procedures, or standards posted to the its.nsuok.edu webspace.

Example ITS SLA

Request: Department requests ITS to manage a System Administrator they hired so they can follow best practices and align with the standards established by the University. 

Scope:  

Provider (ITS): 

  • Assist with annual performance reviews.   
  • Provide appropriate access to systems.
  • Provide monthly reports on metrics established.
  • Provide backup when the System Administrator is unavailable.
  • Provide guidance and expertise to complete tasks.

Requestor:

  • Fund the position. 
  • Assist with annual performance reviews.
  • Submit any work to be done by the System Administrator through the ITS ticketing system. 
  • Provide resources needed to complete the job including computers, office supplies, etc. 

Roles and Responsibilities:

  • Requestor Representative - Accountable to fulfill the agreement for the requesting department.  
  • ITS Representative - Accountable to fulfill the agreement for ITS.  
  • ITS System Manager - Manages the System Administrator within the scope of the request.

 

Details

Article ID: 132615
Created
Fri 5/21/21 9:51 AM
Modified
Fri 5/21/21 12:58 PM