The business is rarely satisfied with current service levels. However this dissatisfaction is often based on perception. Without an internal SLA that effectively tracks current service levels, IT is not able to effectively address perception issues.
Follow the steps in this blueprint to implement an effective internal SLA.
- Scope the SLA you need to solve your service-level challenges.
- Determine your current service levels.
- Create the business-facing SLA.
Business leaders have service-level expectations regardless of whether there is a formal agreement. The SLA process enables IT to manage those expectations.