Tech Services, Service Management Office, Service Level Agreement Guide and Template

Prior to deployment of a new service offering, or feature, a Service Level Agreement (SLA) must be documented and agreed upon.

What is a Service Level Agreement?

A Service Level Agreement (SLA) is document that outlines service delivery expectations as agreed upon by both the service provider (Tech Services or Vendor) and service users. The purpose of an SLA is to identify the service offering and any agreed upon optional features to be provided by Tech Services, the roles and responsibilities of all parties, costs, support models, and service delivery benchmarks.

SLA Guide and Template

The Service Management Office (SMO) created an SLA Guide and SLA Template for service providers to create in conjunction with service customers.
The SLA Guide is available at:
The SLA Template is available at:

How are SLAs Adopted?

  1. Service Offering Teams draft an SLA specific to their service offering, utilizing the SLA Template.
  2. Once complete, the draft SLA is submitted to the Service Management Office
  3. The Service Management Office reviews the SLA and works with the Service Team to address feedback.
  4. Next, the Service Management Office submits the draft SLA for review by leadership during a bi-weekly meeting held on Thursdays at 3:00 PM CST.
  5. Once approved by leadership, the SLA is ready to be published.

Where are SLAs Published?

All approved SLAs will be published to U of I Box: Tech Services, Service Management Office, Published Service Level Agreements

Optionally, approved SLAs may be linked to the service offering's service catalog entry.

Additional Information

Please contact the Service Management Office with any questions. 

KeywordsSMO, Offering, Feature, Tool, SLA   Doc ID92324
OwnerSMOGroupUniversity of Illinois Technology Services
Created2019-06-10 16:31:51Updated2023-11-20 11:34:04
SitesUniversity of Illinois Technology Services
Feedback  0   0