If you’re the IS director or the CIO for your organization, you’re probably providing services for other departments—or maybe supporting a business unit, like finance or payroll. How can you be sure what your obligations are? When will you schedule downtime? Are you responsible for maintaining the business unit’s hardware and software?
To help you define your role and responsibilities with other departments, we’re providing a sample service level agreement template designed for IS departments and the business units they support. This template was sent to TechRepublic by Pete Celestina, a senior IS manager at Metris Companies, a Minnetonka, MN-based direct marketer.
In addition to outlining the services an IS department can provide, the template also provides charts for recording:
- Availability schedules
- Batch turnarounds
- Critical reports
- Critical file transfers
- Emergency contacts