Goal:  Establish and publish Service Level Agreements (SLA) with every service point within User Services. The scope of this effort may extend beyond User Services in specific cases.

Service Level Agreements (SLAs) do not currently exist in an official capacity within User Services between our service points.  In addition this particular goal spans beyond User Services and spills over into an overall LIS scope.  Establishing SLAs between Workgroups will promote understanding, create efficiencies, and improve cross-teaming with Workgroups and within LIS.

Deliverable:  

• Establish agreements between identified Workgroups.
• Two party negotiations toward agreement(s)
• Rules established
•  Each party will self-regulate their commitments
•  Map-out key deliverables:

 Service provided:

1. Establish conditions and rules
2. Establish escalation paths
3. Establish responsibilities of both parties
4. Cost versus service trade-offs
5. How will service effectiveness be tracked/measured?
6. How will problems be resolved?
7. How will parties review and adjust SLAs

Implementation

• Open-up communication channels
• Conflict prevention between groups and service points
• Living document(s) to be reviewed periodically and adjusted as needed
• Objective tool to determine service effectiveness
• Establish the framework to be used: May 15, 2010
• Identify parties to participate in this effort: June 15, 2010.
•  Outreach to our partners to be completed by: August 15, 2010
•  SLA drafts reviewed and accepted by participating groups: September 15, 2010
•  SLAs published and communicated to organization:  October 15, 2010

 Outcome:  

• Open-up communication channels
• Conflict prevention between groups and service points
• Living document(s) to be reviewed periodically and adjusted as needed
• Objective tool to determine service effectiveness

Delivery:   

• Establish the framework to be used: May 15, 2010
• Identify parties to participate in this effort: June 15, 2010.
• Outreach to our partners to be completed by: August 15, 2010
• SLA drafts reviewed and accepted by participating groups: September 15, 2010
• SLAs published and communicated to organization: October 15, 2010

Resources:  

• Each group must be identified and engaged  to participate in this effort
• Sponsorship from Area Directors and Dean should be present before effort begins
• Assigned representation from each group identified
• SLA process owner established (PM)

Viability:   

• Goal is achievable
• Organization must establish proper agreements between groups to create needed efficiencies and promote better cooperation.
• Goal consists of working across groups and departments; within sub groups in User Services first.
• Establishing SLA between two parties is time consuming; effort will take time.
• Barriers are centered around buy-in and clear direction/sponsorship from leadership.