Creating Yale's Administrative Systems Software Service Level Agreement

Published:
Presentations and Seminars
Author(s) and Contributors:
Author(s): Arthur Hunt
Source(s) and Collection(s):
Presentation(s): NERCOMP Conferences
ParentTopics:
Enterprise Information Systems Software Maintenance and Management

Abstract

Yale University is in the process of implementing a software service level agreement (SLA) with our Administrative Systems clients. The SLA summarizes the commitment of Yale's Administrative Systems group to provide all required services for reliable administrative applications with acceptable performance that meet client requirements and support effective business processes. The presentation will review the components of Yale's Administrative Systems SLA and describe the process of achieving consensus on it.

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