** Archive **
APMTL 299 (Service Level Agreement (SLA) Version 5.0)
Administrative Procedure Manual Transmittal Letter No. 299
August 23, 2005
TO: Administrative Procedure Manual Holders County Departments of Job and Family Services County Child Support Enforcement Agencies Public Children Services Agencies Ohio Job and Family Services Directors Association Ohio CSEA Directors Association Public Children Services Agencies of Ohio
FROM: Barbara E. Riley, Director
SUBJECT: Service Level Agreement (SLA) Version 5.0

ODJFS Management Information Services (MIS) has developed an updated SLA version 5.0 for FY 2006-2007 which is available for review on the ODJFS InnerWeb site at https://jfs.ohio.gov/omis/sla/ . Links to all SLA supporting documentation are also provided.

An SLA is a document of understanding between ODJFS' MIS and a county agency which describes the roles and responsibilities of each in maintaining the health and integrity of the ODJFS network. 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.

County Agencies are required to enter into an SLA with ODJFS MIS. Signed SLAs for FY 2004-2005 between ODJFS MIS and the County Agencies became null and void on June 30, 2005. County Agency Director's should elect a service level appropriate to their needs and SLA requirements and mail two (2) signed originals of the SLA.13 Signature Document and County Agency Specific Information to: The SLA Program, ODJFS MIS, 4200 E. Fifth Avenue, Columbus, Ohio 43219 by no later than August 31, 2005. Service Level Agreement (SLA) Version 5.0 for FY 2006-2007 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.

The SLA Version 5.0 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 5.0:

1.TSSP version 3.0 for FY 2006-2007 addresses the need for connectivity options for One Stops. SLA remains the vehicle that defines the relationship between ODJFS MIS and County Agency partners in maintaining the health and integrity of the ODJFS Network. TSSP, as a stand alone policy, now also applies to One Stops.

2.A broadening of the scope of SLA level 2 to enable county agencies who elect that level to have more administrative control of their network operations.

3.ODJFS MIS will be offering workshops and a Demonstrated Skills Assessment in lieu of the CNA Certification for SLA level 2 County Agency TPOCs. (Please see the SLA.00 Executive Summary for more details.)

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.TOCTable of Contents

SLA.00Executive Summary

SLA.01:SLA Program: Introduction, SLA Processes, and General Conditions

SLA.02:User Rights and Responsibilities

SLA.03:Information Security

SLA.04:Technology and Service Support

SLA.05:Data and Systems Backup and Restore

SLA.06:IT Data and Systems Recovery Plans

SLA.07:Operations and Management

SLA.08:Performance Measurements

SLA.09:Training - Functional and Office Automation

SLA.10:County Agency SLA Profile

SLA.11:Problem Handling

SLA.12:ODJFS Specific Applications

SLA.13:Signature Document and County Agency Specific Information

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://jfs.ohio.gov/omis/sla/ provides links to the SLA and SLA supporting documentation.

Attachment

Click here to view SLA.TOC Table of Contents

Click here to view SLA.00 Executive Summary

Click here to view SLA.01: SLA Program: Introduction, SLA Processes, and General Conditions

Click here to view SLA.02: User Rights and Responsibilities

Click here to view SLA.03: Information Security

Click here to view SLA.04: Technology and Service Support

Click here to view SLA.05: Data and Systems Backup and Restore

Click here to view SLA.06: IT Data and Systems Recovery Plans

Click here to view SLA.07: Operations and Management

Click here to view SLA.08: Performance Measurements

Click here to view SLA.09: Training - Functional and Office Automation

Click here to view SLA.10: County Agency SLA Profile

Click here to view SLA.11: Problem Handling

Click here to view SLA.12: ODJFS Specific Applications

Click here to view SLA.13: Signature Document and County Agency Specific Information

Click here to view SLA.14: Glossary