Implementing e-learning, services portfolio and SLAs for Ethiopian Vocational Teacher Education: The case of ETU

Abstract

E-learning development can be effectively run by using an organized approach such as the ITIL (Information Technology Infrastructure Library)’s service portfolio. In this study we create service level agreements (SLAs) for Ethiopian e-learning vocational teacher training using the service portfolio approach, in the case of Ethiopian Technical University (ETU) and its 15 satellite campuses. Earlier, we have defined four core ICT services and in this current study the requirements for these services are shown from users’ perspective. In this study we approach the evaluation of ICT services users’ needs perspective. We organized a survey and a workshop to investigate the SLAs of these services. The target group was teacher trainers from Ethiopia. In this paper, we analyze and present results. The intention has been defining general requirements for four core services. Before the study itself we provide the overview to the key points to service level management and SLAs. The study shows that at ICT services for ETU and satellite campuses special attention needs to give to any kind of networks problems. Solving these problems enable both e-learning and blended learning in the best ways for Ethiopian needs. In these ways the desired support by using email and remote assistance tools is also easier.