University Library Service Level Agreements

A service request means that a customer imposes a requirement on the division for a service as it is published in the service catalogue. There are seven ways to contact the query department. You`ll find a description of division services in the ITS – Campus Service Level Agreement, which provides a general overview of support processes and response times. Service Level Agreements (LSAs) are our commitment to library staff, students and visitors and the level of service expected they receive from the customer service team. Our SLA performance is published here as soon as the data has been collected and analyzed. The quality of all customer interactions will always be monitored in order to achieve the agreed ALA objectives. Our performance data is audited every 6 months to inform development areas and celebrate customer service success. The IT support service includes the installation of specialized library hardware and software that is not supported by the ITS department. New technologies, devices and/or software for which ITS is responsible must be approved by ITS management.… The STI Library division provides and provides specialized library services that are not available through standard ITS services These local services include: Library ITS is not responsible for hardware errors that are unsecured / DesService. Contact your Technology Coordinator (TC) for services that are not in the service catalogue. The contact information for each TC is provided by TBD. Significant upgrades to a service are treated as projects outside the scope of that service level agreement. Funding for major updates is negotiated service-by-service. The divisional change management process (CAB) minimizes involuntary service interruptions or other effects on campus as a result of changes in the production environment. The division monitors, manages and evaluates changes to maximize service benefits to the customer while minimizing the risks associated with these changes.

The in-person service is available during regular operating hours in the lower level of the Reinert Alumni Library, M-F 8AM until 17:00. Service pages may display additional in-person locations or overtime for this specific service. The library IT manager reports annually to the Senior Management Library on the service and the operating life of the system. Library ITS provides the infrastructure, technology, people, processes and monitoring tools needed for defined services and: If you consider your incident request to be urgent, contact The Desk Service at 402-280-1111 and choose Option 4. This ensures that your ticket is relayed as quickly as possible. Examples of urgent incidents include notification of a service outage or reporting effects on patient care or instructions. Library ITS provides a local security service. Service requests include: Divisional Liaisons, ITS Senior Managers and Library Leadership approve this document. This document will then be published along with other service level agreements on the SITE of the ITS services catalog.