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Service Level Agreements

Service Level Agreements.

walter-trevino
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Service Level Agreements

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  1. Service Level Agreements “Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. A SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLA's. A contract containing SLA's is usually referred to as a performance contract. SLA's are becoming more and more popular. They are used extensively for provision of IT services, but also in other fields the popularity of SLA's is growing.“ -Wikipedia

  2. Should… • Identify and define the customer’s needs • Provide a framework for understanding • Simplify complex issues • Reduce areas of conflict • Encourage dialog in the event of disputes • Eliminate unrealistic expectations

  3. …and should include: • Services to be delivered • Performance, Tracking and Reporting • Problem Management • Legal Compliance and Resolution of Disputes • Customer Duties and Responsibilities • Security • IPR (Intellectual Property Rights) and Confidential Information • Termination • http://www.sla-zone.co.uk/

  4. Examples • Jackson Community College: • http://www.jccmi.edu/infotech/pdfs/SLA.pdf • Community College of Allegheny County: • http://www.ccac.edu/default.aspx?id=139270 • Gettysburg College • http://www.gettysburg.edu/about/offices/it/cs/sla/

  5. Educause Survey • http://www.educause.edu/LibraryDetailPage/666?ID=CSD3523 • Informal, eight respondents • Question 9 is especially useful for understanding pros and cons • Emphasis on transparency

  6. Possible Uses • Budgeting of IT resources • Clarification of IT priorities in response to department/college priorities • Metrics/reporting (time, money, etc.) • Clarification of service areas and service levels of commitment • Structuring a more efficient helpdesk • Limiting unreasonable user expectations

  7. Further Reading • Andress, M. (2001, April 30). Internal SLAs benefit the entire company. InfoWorld, 23(18), 52. Retrieved November 9, 2006, from Academic Search Premier database: http://ezproxy.mc3.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=aph&AN=4388822&site=ehost-live • Shoup, L. (2004, February 2). Increased accountability. Network World, 21(5), 40. Retrieved November 9, 2006, from MasterFILE Premier database: http://ezproxy.mc3.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=f5h&AN=12147867&site=ehost-live • Edutech responds. (2004, June). Edutech Report, 20(6), 8. Retrieved November 9, 2006, from Academic Search Premier database: http://ezproxy.mc3.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=aph&AN=13245933&site=ehost-live

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