University Library Service Level Agreements

The library is occupied Monday to Friday from 8:30 a.m. to 8 p.m., Saturday/Sunday/holidays from 9 a.m. to 5:30 p.m. Its library local service coverage is available Monday-Friday 8-5 p.m., except for scheduled maintenance periods or during mandatory campus closures. Once a scanning requirement has been submitted (details are available on request for scanning services), a laboratory coordinator prepares the scanning work in the scanning queue of the corresponding lab. In most cases, the processing times listed below apply. All personal queries are confirmed within 30 seconds, with queries resolved immediately when the library is linked or transferred to the most appropriate person/Hub/Division in any form of contact. Integrated Library System (ILS), Millennium is a library management system used to order and purchase, receive and bill, catalogue, circulate, track and order library materials. Significant upgrades to a service are treated as projects outside the scope of that service level agreement. Funding for major updates is negotiated service-by-service. The STI Library division provides and provides specialized library services that are not available through standard ITS services its.ucsc.edu/services/index.html. Among these local services: itS works in partnership with the locally identified service manager to create a stable IT platform, tailored to the needs of the service. The process of creating and deploying is as follows: Library ITS provides a local backup service.

Service requests include: If you are not satisfied with the level of service on request, contact your technology coordinator or Service Desk Director at 402-280-1111. You categorize and process your entries as needed and react with the action performed. Production means that university staff, teachers and users need a service to accomplish business and academic tasks and objectives. If you consider your incident request to be urgent, contact The Desk Service at 402-280-1111 and select Option 4. This ensures that your ticket is relayed as quickly as possible. Examples of urgent incidents include notification of a service outage or reporting effects on patient care or instructions. This data is collected randomly over a 4-week period to inform changes in our work practices. All Service Level Agreements (SLAs) are calculated in our work schedules as shown above. If you would like feedback on our SLAs, data or library services, please use our comment form.

The divisional change management process (CAB) minimizes involuntary service interruptions or other effects on campus as a result of changes in the production environment.

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