@ erooney:
This draft of the SLA states that departmental/local IT will be the first line of support. Will there be any Operating Level Agreements (OLAs) between the centralized provider and local IT to support the customer? If a customer is going to rely on this agreement, then the central provider and the departmental IT group need to be in sync in terms of support. How will this agreement be structured for customers without departmental IT expertise for this service?
(IN PROGRESS) Having OLAs in place between central IT support and departmental IT local support is a great idea. I’m not sure if we are there yet though. I will bring this question up at this Friday IT Agreements meeting for feedback.
For departments without departmental IT expertise for this service, IT would provide support directly.
- This reply was modified 8 years, 5 months ago by tbui.