University of Alaska Southeast

UAS ITS Service Agreement

Service AreaInformation Systems
Service NeededSecurity configuration management
Department Role
  • Internally monitor who should have access to resources, especially as employees join or leave the department.
  • When changes are needed, submit a work order request via the IT Helpdesk, providing:
    • Identification of the specific resource being controlled
    • Specific information of the change needed
IT Services Role
  • Reconfigure access to services within 2 business days of receiving the request.
Service Outcome
  • Employees have access to the resources they need.
  • UAS resources are protected from unauthorized access.
  • Sensitive data are not disclosed.
Revised: December12, 2008

UAS ITS Assessment Plan

Service AreaInformation Systems
Service NeededSecurity configuration management
Service Outcome
  • Employees have access to the resources they need.
  • UAS resources are protected from unauthorized access.
  • Sensitive data are not disclosed.
Administrative Services Mission Alignment
  • X Effective and Efficient Practices
  • X Fostering Cooperation
  • X Compliance
IT Services Success Indicators
  • 95% of change requests are completed within 2 business days
Data Collection and Analysis Procedures
  • Request submission and completion dates are tracked using the established work-order process.
  • Information Systems Manager performs quarterly audit to ensure service levels are achieved.
Utilization of Results

Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:

  • Employee performance: increase oversight, training and accountability measures.
  • Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
  • Internal process / workflow: reassess processes and service strategies
Reporting Strategy

To be determined.

Revised: December12, 2008
 
 

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