Many IT departments pay lip service to establishing metrics used to measure support services. When they do create the metrics, they often just describe services without providing any methods of measurement. It’s worth taking the time to establish a comprehensive Service Level Agreement (SLA) that states the expected levels of service, how services will be measured, and how IT will communicate actual results. In this post, I will describe the major components of an SLA and how you can get started.
A Service Level Agreement (SLA) is a contract between the Information Technology department and its users (Employees in other departments within the Company that use its products and services) that specifies, in measurable terms, the services and commitments the CIS department and related service providers will provide as well as the expectations and obligations of the user organization. The SLA incorporates performance metrics from contracts that you have with third-party providers so that you have one cohesive SLA for the company.
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