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aballoParticipantaballoParticipant
Interesting point you bring up. I can’t speak to LC and Purchasing but taking this a step further, I believe that while access may transfer in MyReports (via BAR roles), any custom reports could need manual intervention to be copied to their new NetID folder as these are stored only as metadata by the Users NetID in the MyReports Oracle Repository database.
Once logging into MyReports under their new NetID, these reports will not be accessible from anyone other than those with “Manager Mode” access. Each “tab” area (such as Finance, Student, OIA, Payroll…) have their own instructions for support posted at: http://myreportsinfo.unm.edu/support.html
This is probably a small percentage of the MyReports Info-Assist users but still worthy to note here and for discussion at a future “Reporting Operations” meeting. Not sure how detailed we should be with this SLA.
- This reply was modified 8 years, 2 months ago by aballo.
aballoParticipantGeneral:
Is this in affect since 9/1/2015?
Impact is not being considered when vulnerabilities are identified and services are blocked.
2 – Pricing be noted here in SLA. Can the link be more specific instead of: http://it.unm.edu/servicecatalog/?
2.1 – Link to “Information Security Incident Response MOU.” ?
3.2 – For “scope of the assessment” – should be Data Custodian since Data Owners and Stewards are defined: http://data.unm.edu/roles-and-responsibilities.html ?
3.2 – “Utilize UNM IT Service Desk for requests and incidents” – what are examples of incidents? Do we need incidents?
4.2 – Would that be what is mentioned in 4.1 (for periods of planned maintenance, institutional closures, or as otherwise negotiated in writing.)?
6.1. – Given an incident can arise from 2.1 (see: “Any vulnerability assessment”) – costs should be stated and what items are charged for. When costs are unknown and uncapped, why would a Department participate in a security assessment?
aballoParticipant8 – Pricing and Billing – this being a Enterprise Service, could this be stated in the SLA ?
aballoParticipant1 – “Department Admins” is not mentioned elsewhere in the document.
2.1.2 – Costs:
This points to Service Catalog for “Department Web Hosting” – but costs are not mentioned?
https://it.unm.edu/servicecatalog/asset_list.php?type=2&a_id=189 ?
However, in 8 – Additional storage references “Virtual Infrastructure Services” where is this listed like this in the Service Catalog? Is it the same as “Virtual Servers LoboCloud” ?
3.1 – Service Manager should ensure that this service is meeting the Customer’s needs.
5.2 Service Request Response:
* When requests fall outside of this range, what is the remedy for the Customer? Is it “contact the Service Owner” like in 4.3 (Escalation)
* What visibility does the Customer have when there is a breach in the Acknowledgement timeline of a ticket?
* “Campus Priorities” could be defined? What times of year specifically?
6.1 – Incident Reports:
Where is the hourly rate and what items constitute associated expenses and materials defined in section 6 ?
7 – Maintenance
Maintenance windows should be defined in SLA. Maintenance performed outside of these agreed upon times should be communicated with the Customer in advance and if would cause significant negative impact , require their approval.
9.1 – Availability Reporting
Is this the Customer’s responsibility? Why can’t sites be monitored by the Service Provider? Should this be part of the recommended enterprise services?
9.2 – SLA Reviews
Needs to state “Yearly” – with the Customer.
- This reply was modified 8 years, 3 months ago by aballo.
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