Session Description
| Management Track, Session III | |
|---|---|
| Session topic: | Service Level Agreement: Articulating and Managing Expectations |
| Session presenter: | Susan Strong, University of Wyoming |
| Format: | Facilitated discussion |
| Description: | |
| More and more institutions today are using Service Level Agreements (SLAs). Exactly what is a Service Level Agreement? How does having one help articulate expectations? Is there, or should there be, a relationship between the SLA and organizational goals and funding? Does having an SLA really help manage expectations? What is the best process for negotiating and developing SLA? How does one ensure the development of a realistic SLA? How might an SLA be used internally within an IT organization? What points belong in an SLA, and which do not? How does one actually make a SLA work--for the IT organization and for the unit being serviced? | |
| Resources: | |
| |