Technology Services, Service Management, Service Level Agreement Guide and Template
Prior to deployment of a new service offering, or feature, a Service Level Agreement (SLA) must be documented and agreed upon.
What is a Service Level Agreement?
A Service Level Agreement (SLA) is document that outlines service delivery expectations as agreed upon by both the service provider (Technology Services or Vendor) and service users. The purpose of an SLA is to identify the service offering and any agreed upon optional features to be provided by Tech Services, the roles and responsibilities of all parties, costs, support models, and service delivery benchmarks.
SLA Guide and Template
Service providers can use the SLA Guide and SLA Template to create SLAs in conjunction with service customers.
The SLA Guide is available at: https://uofi.box.com/v/TechServicesSLAGuide
The SLA Template is available at: https://uofi.box.com/v/SLA-Template
How are SLAs adopted?
- Service Offering Teams draft an SLA specific to their service offering, utilizing the SLA Template.
- Once complete, the draft SLA is submitted to the Enterprise Service Management Office
- The Service Management Office reviews the SLA and works with the Service Team to address feedback.
- Next, the Service Management Office submits the draft SLA for review by leadership during a weekly meeting held on Tuesdays at 1:00 PM CST.
- Once approved by leadership, the SLA is ready to be published.
Where are SLAs published?
All approved SLAs will be published to U of I Box: Technology Services, Service Management, Published Service Level Agreements
Optionally, approved SLAs may be linked to the service offering's service catalog entry.
Additional Information
If you have any questions, please contact the Enterprise Service Management Office by emailing it-esmo@illinois.edu or by submitting this form. Select "Other" for the type of request.