University of Alaska Southeast

UAS ITS Service Agreement

Service AreaInformation Systems
Service NeededWorkstation secure document storage (document recovery and encryption) See: http://uas.alaska.edu/helpdesk/computers/campus/comp-backup.html
Department Role
  • Store documents to be secured in the Windows “MyDocuments” folder structure.
  • Regularly allow the synchronization service to run completely.
  • Manage file space, ideally under 2GB.  Synchronization over 4GB is not supported.
IT Services Role
  • Configure campus computers to use the synchronization service.
  • Ensure availability of documents stored on the sync service file server.
Service Outcome
  • Employees have access to documents, even when disconnected from the campus network.
  • Documents are encrypted to prevent release of sensitive information.
  • In the event of a hardware failure, employees can immediately access their documents from replacement equipment.
Revised: February01, 2010

UAS ITS Assessment Plan

Service AreaInformation Systems
Service NeededWorkstation secure document storage (document recovery and encryption) See: http://uas.alaska.edu/helpdesk/computers/campus/comp-backup.html
Service Outcome
  • Employees have access to documents, even when disconnected from the campus network.
  • Documents are encrypted to prevent release of sensitive information.
  • In the event of a hardware failure, employees can immediately access their documents from replacement equipment.
Administrative Services Mission Alignment
  • X Effective and Efficient Practices
  • X Fostering Cooperation
  • X Compliance
IT Services Success Indicators
  • Sync service file server is maintained at 99% uptime.
Data Collection and Analysis Procedures
  • Network and server availability are monitored automatically by polling the server once per minute.
  • Information Systems Manager performs quarterly audit to ensure service levels are achieved.
Utilization of Results

Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:

  • Employee performance: increase oversight, training and accountability measures.
  • Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
  • Internal process / workflow: reassess processes and service strategies
Reporting Strategy
To be determined.
Revised: February01, 2010
 
 

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