Service Level Management
Getting the “agreement” back in service level agreements.
This project will help CIOs manage the expectations of business units and establish realistic service delivery and quality targets. It will set up processes for creating, reviewing, and improving service level agreements. The project will also assist the CIO in gauging the needs of the organization, remediating disputes, and managing third-party service providers.
Your Challenge
CIOs are constantly challenged by the organization to increase the quality and delivery of their services offered; however, IT and the business units rarely discuss and document the specific service requirements. If service level agreements are created, they are often out of date and filled with technical jargon and as a result go unreferenced and unmet. Without proper service level management in place there is no clear direction established for IT and their efforts and investments will be misaligned with the organization’s goals.
Our Solution
- Ensure Prerequisites are in Place
- Gauge Needs of Business
- Negotiate with Business Units
- Align OLAs and Supplier Contracts
- Monitor Service Levels
- Improve Service Levels
- Measure Results
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