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. 

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, 7 months ago by darruti.

Cyndi,

When you mention appeals, what are your thoughts? Are you talking about If there is a difference of opinion in whether standards are being appropriately met?  

Andrew,

Good find.  Yes.  The policy is expected to be revised at the direction of senior administration, in support of changes to IT Governance.  Content and timeline are to be determined.

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.