The University of New Mexico

Enterprise Service Exception Process

By patrickb | Published:
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    • March 5, 2016 at 11:27 am #436
      patrickb
      Participant

      Is there a process specified yet for requesting exceptions for the designation of services as enterprise-only? Several departments and/or units currently negotiate separate SLAs for some of the services designated as enterprise (e.g. network management, identity management, etc.), and a written process for requesting and approving such exceptions does not appear to be specified.

    • March 9, 2016 at 12:40 pm #469
      cdean
      Participant

      I guess I’m slow and/or confused. The signature page of each SLA has a spot for the approvals. Who would sign as the Customer?
      Cyndi Johnson

      • March 25, 2016 at 12:27 pm #621
        darruti
        Participant

        Hi Cyndi,

        An enterprise agreement would be signed by executive leadership on behalf of the institution. 

    • March 11, 2016 at 6:02 pm #495
      patrickb
      Participant

      The issue I’m trying to get to is that UNM is proposing certain services as “enterprise services” which can only be provided by UNM IT. Some units need a way to request an exception from that policy, but no such process exists that I can se, though I’ve been told there will be an exception process.

    • March 25, 2016 at 12:23 pm #618
      darruti
      Participant

      Hi Patrick,

      I started a separate thread on this topic (which you found).  Sorry for not picking up on your comments here before I did that.  The thread can be found at http://discuss.unm.edu/document/department-specific-sla/ .  Standard language is being incorporated in the SLA template to address requests for exception.  The current proposed language is, “To request exceptions to defined service levels based on exceptional business needs, please email
      cio@unm.edu. The Office of the CIO/UNM IT will respond to the message within 5 business days and
      escalate any mutually agreed upon exceptions to the appropriate Department Executive Vice President and
      UNM’s Senior Administration for review, approval, and funding, if necessary. “

      • This reply was modified 8 years, 8 months ago by darruti.
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