Wondering How Your Central IT Department is Doing? Ask Your Clients!
Speaker: Bob Hicks, Director, Client Services, IST
Bob spent the summer of 2014 meeting with Associate Deans of Computing, IT managers, and Directors in faculties and academic support departments. We talked about central IT services, specifically how the central IT department was doing, and asking if there were any gaps between current services and desired services. This was called the Service Level Agreement (SLA) project.
The objectives of the project were:
- Document current verbal agreements between central IT, academic support departments and the faculties in an SLA. Many verbal agreements have been made over the years, often by people who have left the university. The SLAs documented these agreements. The SLAs are living documents and transparent.
- Improve service by better defining and prioritizing key services required to meet business requirements.
- Ensure each area knows who their central IT account rep is, and what the role is.
- Provide the opportunity for central IT to review its’ ability to meet expectations.
- Provide the opportunity for clients to examine their requirements for key services, and document the gaps between current service and desired service.
While it was a busy summer of meetings, the opportunity to have a conversation with each area was in itself beneficial. In this presentation, you will learn about lessons learned, what's left to do, and even some other thoughts that may not necessarily be shared by anyone else in the world.
This seminar will be webcasted/recorded and questions can be asked during the webcast (there is a link on the page).
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Waterloo, ON N2L 3G1