SLA & Standards Confusion…

Viewing 6 reply threads
  • Author
    Posts
    • #647
      cdean
      Participant

      I have a very basic question related to the Standards and SLAs posted thus far and those that will be forthcoming. According to the KSA report,

      • the definition of a Standard is “A set of requirements, operating procedures, or capabilities that specify and control the manner for delivery and/or use of information technology”. 
      • Service Level is defined as “The metric by which delivery of information technology is actively measured and monitored against which performance is openly and transparently communicated, and the basis for establishing accountability”.
      • Information technology (in lower case) is defined as “The tools, services, systems and resources that support the creation, manipulation, analysis, communication, exchange, storage, and management of data and knowledge”. 
      • Enterprise is defined as “Those aspects of information technology that are offered exclusively via a central entity”. 
      • Supplemental is defined as “Those aspects of information technology that are offered via a central entity on a non-exclusive basis”. 

      Then there are definitions for Center, Component and Distributed. I *think* that we are a Component but I’m honestly not entirely sure.

      The CIO’s web site states that the Standards under development are for Enterprise operations at UNM and states that the IT SAC “can provide more information about the development of IT standards.” However, the document called “StandardsAndSLAsProject”, Business Requirements section, states “For Enterprise Services: establish clear boundaries between all IT service providers who touch and manipulate the same data. Define roles for IT groups such as UNM IT, HR-IT, FSM, and EM IT. Ensure *SLAs* for these services” (emphasis mine). The next bullet states “For Supplemental Services: Identify all providers, service descriptions, (justifications/business cases,) and associated costs to deliver the services, in total and per user for executive assessment. Define *Standards* for all supplemental services” (emphasis mine). I am unable to find that document on the President’s web site or elsewhere on the UNM web but was forwarded a copy.

      The way I read the above is that Standards are related to Supplemental services and SLAs are related to Enterprise services. Once upon a time at UNM, a Standard was not an “enforceable” document but, rather, was a collaborative effort to garner widespread input from the campus’ IT community and to define how Central IT would provide certain services [which was a process followed most recently for the posted Data Center Standard]. For example, if you read the AD Standard (http://it.unm.edu/download/titles/UNMADStandard.pdf), it speaks specifically to the Enterprise AD…not departmental. IOW, the CIO could create a standard for Acceptable Colors of Kool-Aid but if a department preferred to stick with water and not drink the Kool-Aid, that was OK because the standard only applied to those drinking the CIO standard’s Kool-Aid.

      Now it appears that as Andrew Yoder pointed out, the Standard Process is that the CIO’s office charters a Standard, proposes the development team and the Standard is an enforceable document that can be used, for example, in an audit. I don’t see a way to determine who’s been a part of the various development teams but my guess is that the members are not representative of the greater UNM IT community.

      So winding around to my original question, can someone please provide a definitive answer to the exact purpose of the Standards and SLAs? I started to read the End-User Device Support Standard and was immediately confused by some of the statements made in the proposed Standard. My apologies if this question was raised and answered elsewhere.

    • #648
      cdean
      Participant

      For what it’s worth, the analogy of the Kool-Aid colors standard was entirely tongue-in-cheek and intended to add some levity to the conversation and make people smile…not to be offensive. 

    • #668
      darruti
      Participant

      Hi Cyndi,

      Lots of info in there!  I will start by trying to answer your question, “So winding around to my original question, can someone please provide a definitive answer to the exact purpose of the Standards and SLAs? ”  I would propose that Standards and SLAs go hand in hand.  In my opinion, Standards describe what must be done (sometimes at varying levels depending on needs), and SLAs describe what we (UNM IT in this case, but any service provider that puts an SLA together) deliver.  I think you sum it up well when you say, “The way I read the above is that Standards are related to Supplemental services and SLAs are related to Enterprise services.”  That is our immediate objective given the President’s request.  To expand on this, we are focusing our initial efforts on creating SLAs for the Enterprise services so campus understands (and can provide input on) what UNM IT provides for Enterprise (defined as exclusive) services, and we are focusing our initial efforts on creating and getting input on Standards for the Supplemental services (defined as non-exclusive) that multiple groups provide so we can have a baseline understanding and requirement for anyone delivering the same service. Beyond the initial effort and as time permits, UNM IT will continue to prepare SLAs and Standards (where appropriate) for all of our services (Enterprise and Supplemental), and do our best to be inclusive and incorporate feedback.  Please let me know if this is helpful or if it creates more confusion.  Also, I do think you are correct that IT services provided at the school/college level would be component based on my understanding.

      • This reply was modified 8 years, 6 months ago by darruti.
    • #672
      cdean
      Participant

      Thanks, Duane. Two things:

      1) While I appreciate your insight as to defining the exact purpose of the Standards and SLAs, you preface your definition by stating “In my opinion…”. Therein lies the problem, I believe. I know you were at the IT Agents meeting when this question was posed over and over again in various ways by multiple people. People were essentially asking the same question. Why are we doing this? I appreciate and respect your opinion but am concerned that if I posed the same question to others on the ITSAC or the President’s IT Executive Governance committee, I might hear a different end-goal. It would be very helpful to get clarity on the big picture please.

      2) You state that multiple groups can provide Supplemental services. Yet the End User Device Support Standard explicitly disallows that possibility by stating that “All UNM owned devices must utility Microsoft Active Directory (AD) authentication and be joined to either HEALTH or COLLEGES UNM domains. That pretty much excludes any other group from providing that Supplemental service, doesn’t it?

      Thanks…

    • #673
      darruti
      Participant

      I get your point on number 1.  I’m not the authoritative voice on how the SLAs and Standards will be used from an executive governance perspective, which is why I prefaced my response in the way that I did.  Perhaps I put that preface in the wrong place.  The definition of SLA and Standard as provided are sound.  I think the questions from IT Agents are more geared towards how they will be used and/or enforced?  Is that correct? I can’t speak to that  – we will need guidance from ITSAC and the President’s office when they are prepared to provide that direction.  I’ve shared the question with Kevin Stevenson as Chair of ITSAC and liaison with the President’s office.  I will bring the point you raise in number 2 to TJ so she can respond in context of the specific SLA you reference.  Thanks for the continued dialogue, Cyndi. 

    • #676
      cdean
      Participant

      Thanks, Duane. Like you, I can only speak for myself about the IT Agents question. Mine centers mostly around why are we doing this? What is the definitive goal?
      I have discussed my questions and concerns with Kevin and he did listen thoughtfully. I am confident that he will try to get a clearer picture from the President’s office.
      Cyndi

    • #678
      tjm
      Participant

      Regarding the end user device standard, based on feedback, we will be updating it.  At this time, I am going to suggest we allow more time to review the updates before sending on to ITSAC.

      Thanks.

      • #685
        darruti
        Participant

        Perfect.  In follow up to the discussion at the last IT Agents, we invited Kevin to join us at the next meeting.  He is planning on attending and is looking forward to the dialogue.

Viewing 6 reply threads
  • The topic ‘SLA & Standards Confusion…’ is closed to new replies.