In the first working group, it was strongly recommended that all departments use the same model. Overall, this model was maintained and specific improvements were needed, if necessary, to support the services provided by a particular division. The ALS explicitly defines the goods and services to be provided in exchange for a portion of the central allocation pool of administrations. SLAs are based on a simple and transparent formula: a common basket of services for a price. Goods and services are defined as essential that is understandable to the user, but flexible enough to ensure that ALS is not a restrictive instrument in managing the use of departmental resources. In addition, ALS provides details on the calibration of the performance of existing services to provide a benchmark for budget negotiations for future increases or reductions in service requirements by non-academic services. The steering committee recommended the use of a Service Level Agreement (SLA) to define this relationship. It is a simple document that has been drawn up at the department level and would be signed by all members of the Presidential Council. These will solidify the message to the university community that all services are provided to all departments. Although it is a formal contract, it is not a legal document used to clarify expectations and reporting purposes. We are committed to managing Merrimack`s IT resources and creating a supportive environment for students, teachers and staff. Our goal is to provide you with quality services in the most cost-effective way. As Algonquin College moves from a partial MCR to a full MCR, agreements between academic and non-academic departments have been created as useful tools to identify and confirm the expectations of both parties.
These formal contracts eliminate potential confusion: managers define the goods and services to be provided and Deans manages the volume of services provided in-house. This allows services to be defined and measured. A SLA per non-academic department has been negotiated and will be reviewed annually by formal renegotiations after 3 years. The review of ALS after this defined period would fall within the jurisdiction of academic Operations Planning, under the direction of the executive director, director or dean of the division and its respective vice-president. The formal audit process has not been defined, but the first ALS client satisfaction survey will be launched on February 17, 2017. We measure our performance through your feedback and invite you to tell us how to better meet your needs. We encourage our team to listen, respond to your concerns and communicate regularly with you. Information Technology Services supports your IT, education, research and day-to-day activities within the Merrimack community. All non-university departments that have completed sLAs are booked on myAC in a group called the service level agreements concluded. There are no restrictions on the internal display of these Find the SLA`s on MyAC/Resources/Service Level Agreements (SLA) Group – anyone can join! Do it today.