There was a good discussion at IT Agents about how the role of departmental IT could best be represented in SLAs given the departmental support of underlying components, as is frequently the case with workstations, among others. This is tough (as noted in other discussions) because of the varied role that departmental IT could play, and I expect that the conversation will continue. I have opened this topic in the process section to facilitate this ongoing discussion since it relates to all SLAs. The agreements committee took a first stab at revising the template language, and it currently states: “End user will utilize online self-service resources and department IT, if available.” We look forward to the input and the continued discussion.
