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Staff Report 1 Information Technology <br />Kittitas County Information Technology <br />Staff Report to the Board of County Commissioners <br />Date June 28, 2021 <br />From Jim Goeben, IT Director <br />Subject Updated IT Service Level Agreements (SLAs) <br />Request Approve updated IT Service Level Agreements <br />Request Type Internal (policy, system upgrade) <br /> <br />Summary <br />IT is proposing annual updates to IT Service Level Agreement to align the agreement with services <br />provided by IT. <br /> <br />Background <br />On June 10, 2013 in the IT Study Session, IT told the board it had published its first SLA. “Mr. Goeben <br />explained that Service Level Agreements are an IT industry standard agreement that list services <br />provided to help establish expectations between IT and its customers. The following history was <br />provided: <br />• April 8 SLA described to Board of County Commissioners at the IT Study Session <br />• April 10 SLA described to the Management Team <br />• April 23 SLA draft emailed to Management Team and comments were solicited; 2 comments <br />were received <br />• May 8 SLA was discussed at the Management Team meeting and comments were solicited; one <br />comment was made <br />• May 9 revised SLA draft emailed to Management Team and comments were solicited <br />• Having received no additional comments, May 23 SLA was emailed to DH/EOs who were asked <br />to reply agreeing to the SLA.” <br /> <br />Since that initial publishing, the Core SLA and Sheriff SLA have received updates in 2014, 2016, 2017, and <br />2018. The edits were recommended by IT, reviewed/approved by the IT Committee, and provided to the <br />Management Team. <br /> <br />Interactions <br />On May 11, 2021 the IT Committee reviewed the 2021 SLAs, made minor edits, then unanimously voted <br />to send a favorable recommendation to the board to approve the SLAs. <br /> <br />In the May 24 IT Study Session, the IT Committee approved SLAs were provided to the board for <br />approval. The board asked for more time to review them. <br /> <br />On June 9, IT sent the IT Committee approved SLAs to the Management Team for review and comment. <br />Four of 24 (1/6th) departments/offices replied. Of those responses, 2 department heads had no concerns <br />or comments. The remaining 2 asked questions and provided comments for minor edits that will be <br />discussed with IT, the IT Committee, and the IT Service Request lean team at the October kaizen.