User Services Service Level Agreement
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UAS ITS Service Agreement
Revised: June 17, 2010
- Service Area
- User Services
- Service Needed
- Annual student virtual software configurations
- Department Role
Each semester, departments are expected to:
- Submit any requests for changes when solicited midway through the spring semester;
- Provide copies of software along with proof of legal licensing;
- Test installed software to ensure it functions properly;
- IT Services Role
- Make requested changes to the standard student virtual builds;
- Distribute new configuration throughout the UAS region no later than three weeks prior to the start of Fall semester;
- Last-minute, late arriving changes, will be accepted up to two weeks prior to the start of Fall semester. These changes will be distributed three weeks after the start of classes.
- Service Outcome
UAS ITS Assessment Plan
Revised: June 17, 2010
- Service Area
- User Services
- Service Needed
- Annual student virtual software configurations
- Service Outcome
- Software is functional for instruction
- Configurations are tested before being deployed
- Student use machines are consistent across the region
- Configurations are reproducible
- Administrative Services Mission Alignment
- Effective and Efficient Practices: Yes ✅
- Fostering Cooperation: Yes ✅
- Compliance: No
- IT Services Success Indicators
- 95% of student use virtual computers rebuilt at least three weeks prior to the start of Fall classes.
- Data Collection and Analysis Procedures
To be determined.
- 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.