Forum Replies Created
-
AuthorPosts
-
reynoldsParticipant
SP/MSR (Bullet “monitoring”) Process/Service Description question. Not an SLA question. Please refer to the Service Description as required. That being stated, we only collect long distance data for billing. Upon special request, based on security, life safety, through the UNM police department we can capture call data once a report is generated by the legal authorities.
reynoldsParticipantSP/MSR (Bullet 9.2) Yes, review of the SLAs are appropriate. Timeline of reviews will be driven by the appropriate Executive level decision makers
reynoldsParticipantSP/MSR (Bullet “targeted uptime is 99.9) Current measurements are manual, and a system for reporting and presenting reporting statistics are not currently purchased and in place. However, we will work with the vendor to see what options we have to automate the process, and provide some visibility, as funding becomes available.
reynoldsParticipantSP/MSR (Bullet 6.3) This would be communicated to the IT customer service desk and we recommend a business continuity plan for the department – example – forwarding your main number to a cell number until service is restored. You can escalate any issue at any given moment. The severity of the outage is based on the ITIL best practices and the response required, refer to section 6.2 in the SLA
reynoldsParticipantSP/MSR (Bullet 6.0) You can escalate any issue at any given moment – the severity of the outage is based on the ITIL best practices and the response required, refer to 6.2 in the SLA
reynoldsParticipantSP/MSR (Bullet 3.1) Process/Service Description question. Not an SLA question. Please refer to the service description as required
reynoldsParticipantSP/MSR – (Bullet question Time to completion, MAC, break fix) Process/Service description question. Not an SLA question. Please refer to the service description as required
reynoldsParticipantSP/MSR (Bullet 2.1.2) Process/Service Description question. Not an SLA question. Please refer to the Service Description as required
reynoldsParticipantSP/MSR The pricing and billing is the URL link embedded in the SLA. As this can change the link is updated not the SLA.
https://it.unm.edu/servicecatalog/asset_list.php?service=15&origin=servicelistreynoldsParticipantSP/MSR (Bullet 7) Process question, not an SLA question
reynoldsParticipantSP/MSR (Bullet 6.1) In referring to incidents (trouble tickets) that is stated in the SLA for the turn around, triage based on the ITIL matrix for the severity of the incident
reynoldsParticipantSP/MSR (Bullet 5.2) Process/Service Description question. Not an SLA question. Please refer to the Service Description as required
reynoldsParticipantSP/MSR – 30 day notice question – IT voice has an expedite charge for any request. The process is to ask that your project be escalated and it will be moved up in the 10-13 day window and an expedite charge applies accordingly for that migration
reynoldsParticipantSP/MSR (Bullet 3.2) Process/Service Description question. Not an SLA question. Please refer to the Service Description as required
reynoldsParticipantSP/MSR (Bullet 2.2) This is a process question, not an SLA question. However, it is reiterated in the SLA in paragraph 5.2, service request response for your convenience. The SLA defines the 10-13 day window for a MAC (move, add or change) defining the roles is internal to IT customer service, IT voice, IT facilities, IT data and external vendors we utilize. The SLA defines the response times for trouble tickets (incidents) based on ITIL practices defining this urgency and response times.
-
AuthorPosts