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ERIC Number: EJ769840
Record Type: Journal
Publication Date: 2007-May
Pages: 2
Abstractor: ERIC
Reference Count: N/A
ISSN: ISSN-1053-6728
Vendor SLA Tips: When a District Can Hammer Out the Right Service-Level Agreement with a Vendor, the Payoff Is Worth the Trouble
Riley, Sheila
Technology & Learning, v27 n10 p36 May 2007
Robert Scidmore, director of technology for the 12,000-student Eau Claire Area School District in Wisconsin, and Patrick Simon, chief technology officer for the 22,000-student Hayward Unified School District in California, have put together SLAs that work for them. The two tech administrators offer 10 strategies for success. These are: (1) Make sure key people are at the table during SLA development; (2) Clearly understand what service level to expect, and then understand the cost and practicality issues; (3) Define the terms; (4) Have a well-organized trouble-ticket and call-escalation system; (5) Define performance criteria; (6) Identify the contact people for the service or vendor; (7) Establish consequences for not meeting the SLA conditions; (8) Do staff development on both teams so that everyone understands the process; (9) Review performance reports in regularly scheduled meetings; and (10) Hedge your bets.
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Publication Type: Journal Articles; Reports - Descriptive
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: California; Wisconsin