ODJFS MIS has developed SLA version 4.0 for Fiscal Years 2004-2005 in order to improve customer service for County Agencies. An SLA is a document of understanding between ODJFS' MIS and a County Agency which describes the roles and responsibilities of each. The goal of the SLA Program is to provide quality information technology (IT) services to end-users by clearly establishing the division of responsibilities between the County Agency and ODJFS MIS. By agreeing to these expectations, the County Agency and ODJFS' MIS will consistently deliver more predictable, efficient, and timely IT services to customer-facing staff. All ODJFS commitments are subject to the availability of federal funds and appropriations from the General Assembly.
All previous SLAs (signed in 2002) expired on June 30, 2003. Due to the delay that resulted from the enactment of Am. Sub. H.B. 95 and the subsequent creation of the Fiscal Agreement SLAs for FY 2004-2005, will become effective when the signatures of the county agency director and the ODJFS deputy director of MIS are affixed to the sign-off page, but will be retroactive to July 1, 2003. County agencies should return the signed original documents to MIS no later than September 30, 2003.
The FY 2004-2005 version of the SLA has been developed to include an expanded statement of day-to-day IT operations and a corresponding delineation of ODJFS MIS and county agency responsibilities. There are three significant changes in SLA version 4.00:
1.The elimination of SLA levels 4 and 5;
2.A broadening of the scope of SLA level 3 to enable county agencies who elect that level to have greater control of their network operations; and
3.A negotiated SLA (SLA "N"), which is defined in a separate document, currently in clearance, entitled SLA "N" FY 2004-2005 version 1.0 for county agencies with 500 or more filled, verifiable FTEs will be eligible to elect an SLA "N".
Below is a brief description of each of the SLA levels:
| SLA Level | County Agency Responsibilities Summary |
|---|
| 1 | Fewer responsibilities for county-based IT environment because ODJFS MIS assists in supporting IT environment |
| 2 |
Accepts more responsibility for county-based IT environment
Requires a greater technical knowledge base and a network administrator. A network administrator is defined as a person trained and certified as one or more of the following: Certified Novell Administrator (CNA) Version 4.x or higher, A+,N+, Microsoft Certified Professional (MCP), Cisco Network Administrator (CCNA), or personnel who attended ODJFS-sponsored CNA training offered by Babbage-Simmel.
|
| 3 |
More control over county-based IT environment
Requires a Certified Novell Engineer (CNE) to fulfill the responsibilities
|
For all the SLA levels, supporting documentation has been developed to clearly define county agency and MIS responsibilities for managing the ODJFS and county-based IT environments. It consists of 14 sections, excluding the executive summary; the sections are:
SLA.00:Executive Summary
SLA.01:SLA Program: Introduction, SLA Processes, and General Conditions
SLA.02:User Rights and Responsibilities
SLA.03:Signature Document
SLA.04:Technology and Service Support Policy
SLA.05:Data and Systems Backup and Restore
SLA.06:IT Data and Systems Recovery Plans
SLA.07:Information Security
SLA.08:Operations and Management
SLA.09:Performance Measurements
SLA.10:Training - Functional and Office Automation
SLA.11:County Agency SLA Profile
SLA.12:Problem Handling
SLA.13:ODJFS Specific Applications
SLA.14:Glossary
Please reference the supporting documentation in the following sections to understand the roles and responsibilities between the County Agency and MIS in regards to managing the ODJFS and county-based IT environments.
The ODJFS Inner Website https://innerweb.odjfs.state.oh.us/omis/sla provides links to the SLA and SLA supporting documentation.
(The update to Chapter 9000 is located in section: APM.9701.)