TJ Martinez
Director, IT Customer Support,
University of New Mexico
From a Handshake to a Formal SLA
Wednesday, October 28, 2015 | 2:30PM–3:30PM | Poster Sessions, Exhibit Hall H-K
Session Type:
Professional Development
Many of us have experienced the fallout from agreements that consist of a handshake. Learn how University of New Mexico Information Technologies started to minimize the confusion, manage customer expectations and resources better, and provide consistency in billing with the surprising outcome of services that are better defined.
Outcomes: Learn how to communicate boundaries for establishing expectations and support * Understand a framework for creating and managing SLAs * Understand the main sections of an SLA including features and service level metrics
