University of Tasmania, Australia

ITS provides a range of support agreements to groups within UTAS.  These support agreements are managed by ITS to ensure that the customer has the best level of service appropriate for their business at an agreeable cost. These Service Level Agreements (SLA’s) act as a memorandum of understanding that clearly articulate the responsibilities of the parties named.

Standard service includes

• Business analysis
• Service level documentation culmination in a signed off SLA
• KPI setting
• Service agreement management – managing the effective delivery of the service agreed upon
• Service agreement reporting against the agreed KPI’s
• SLA meetings organised at least monthly

This service does not include:

• The delivery of the agreed upon service

Service provided to

• Academic Staff
• General Staff

Service options

• Locally Managed Option: ITS has a service delivery coordinator for the Service Level Agreement.
• Generally Managed Option:  ITS provides local management from the Client Services Coordinators.

Optional features

• Weekly reporting on KPI’s

How to request this service

• This service is available under negotiation with the ITS Service Level Manager and will take the form of a Service Level Agreement.
• An initial request through either the Manager , Computing and Distributed Systems or the Service Desk

Customer responsibilities

• Please report any service issues to the Manager Client Services directly to Service Desk
• Ensure that changes in the agreement are accompanied by a Change Request form (Schedule 1 of Service Level Agreement)

Support commitments

Our commitment

We are committed to providing the best level of support for your business based upon the KPI’s identified.

Service owner

Computing and Distributed Systems