Service Level Agreements
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We are pleased to announce a new Service Level Agreement Program for Information Technology shared services offered by ITS.
The SLA Program is designed to:
- Improve service delivery performance
- Increase accountability and transparency
- Drive down total IT operational costs across the state enterprise
Our new SLA program is collaboratively designed with state agencies feedback to focus on customer needs. It defines our mutual expectations, roles and responsibilities. It includes performance measures and targets to ensure continuous improvement and quality performance.
Aligned with the SLA program, InView is a Performance Management program to improve IT service delivery performance, transparency and accountability for results across all of the agency’s functional program units.
InView integrates best practices and industry knowledge to enable ITS staff to drive strategy and align operational plans to the strategy. It also makes it possible for staff to reengineer and streamline processes to achieve strategic goals and gain greater cost-efficiencies with higher quality. The Performance Management Program will capture critical data to enable ITS management to make effective decisions regarding the acquisition, deployment and delivery of IT services provided by the agency.
- Performance Dashboard (pdf)
- Customer Care Center (PDF)
- Customer Networking Services (PDF)
- Data Center Operations (PDF)
- Directory Services (PDF)
- Empire 2.0 Web Services ( PDF)
- NYeNet (PDF)
- NYSeMail (PDF)
- Technology Academy (PDF)
- Telecommunications (PDF)
- IT Shared Services Charter (PDF)
- SLA Glossary ( PDF)
- SLA Fact Sheet ( PDF)
- SLA FAQs ( PDF)