17.2.3 Principles of Information Technology Management
Wherever possible University IT resources are to be provisioned in alignment with industry best practice. To this end the ITSM framework is employed to provide a structure in which to describe and specify IT services [link: 17.8.5].
Core to the ITSM framework is the concept of a Service Level Agreement (SLA) [link: 17.8.6], which acts to provide clear expectations in the scope, timeliness and quality of IT services between IT Division and the University. This SLA must be drafted in conjunction with stake holders from all areas of the University. This SLA must be deliberated upon and approved by stake holders from all areas of the University, via the IT Service and Support Committee.