Resumo

ECHENIQUE QUINTANA, Clayret  e  PENA CASANOVA, Mónica. Procedures to implement service level agreements at the University of Computer Science. Rev cuba cienc informat [online]. 2021, vol.15, n.3, pp. 118-135.  Epub 01-Set-2021. ISSN 2227-1899.

The management of information technology infrastructures, inherently heterogeneous and dispersed, facilitates their assimilation in organizations. To implement the management, multiple reference frameworks have emerged and a good practice is the definition of Service Level Agreements (SLA). However, the integrated use of reference frameworks for the implementation of service level agreements implies overcoming the barrier of diversity of structure, processes and terms and lacks the constructs that facilitate their assimilation by organizations. In order to overcome the aforementioned barriers, a procedure is developed for the implementation of good practices associated with service level agreements. The procedure considers the construction and evaluation of artifacts, adopting a prescriptive approach to the analysis of the key success factors in the SLA deployment. The validity of the procedure was verified with its application at the University of Computer Science (UCI) where a host of services are managed for both internal and external clients. In the framework of COVID-19, many of the university tasks migrated to the IT space through teleworking and the consolidation of distance training, hence the services have had to operate in a way alienated to the new context. As a result of the application of the procedure, the satisfaction levels of UCI users rose and a more efficient use of the IT infrastructure.

Palavras-chave : service level agreements; good practices; service management; ITIL; procedure.

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