Template/Policy

This template provides a guideline for agenda planning of IT Activity Assessment meetings. It outlines how long certain agenda items should take, as well as what should be covered in the meeting to get the most out of the discussion.

Solution Set

IT managers have come under increasing pressure to cut costs, and implementing shared services has become a popular demand from the business.

Video

Organizations pursue shared services to reduce costs and increase quality. However, ineffective governance frequently undermines the benefits of shared services, with over a third of implementations increasing costs. This video will discuss...

Ongoing management of the vendor relationship must go beyond strict performance measurement.

Note

Organizations pursue shared services to reduce costs and increase quality. However, ineffective governance frequently undermines the benefits of shared services, with over a third of implementations increasing costs.

Tool

Use this tool to pick the optimal governance model for your organizational scenario and follow the appropriate steps to get the implementation launched.

Template/Policy

Use this template to define normal application maintenance business hours, after-hours support, priority guidelines, and response times based on priority.

Template/Policy

Committing resources to establishing a set of formal procedures for monitoring and reporting on data center infrastructure service levels is a big investment. This SLA template will help you to document target service levels for the business if...

Note

60% of IT departments do not have a formal data center SLA, but recognize that the business has informal service expectations. Organization's that measure, monitor, and report on infrastructure service level metrics are more successful at...

Tool

Formally or informally, the business has expectations with regards to the service levels of the data center infrastructure. To begin the process of improving delivery of IT's services and transactions to the business, use this tool to help...

Solution Set

Service Level Agreements (SLA) are the intersection between the provisioning of bulk data center services at lowest cost, and the measurable (and unmeasurable) business service expectations. Data centers are structured to provide lowest-cost,...

Clear and unambiguous service level agreements (SLAs) help to set expectations in application maintenance outsourcing (AMO) initiatives, however many IT professionals are unclear about how to best structure their AMO SLAs. Achieve the right...

Template/Policy

Small enterprises that engage in application maintenance outsourcing (AMO) need solid service level agreements (SLAs) to start the relationship off on the right foot. Use this customizable AMO SLA template to ensure that the organization...

Performance scorecards (PSCs) provide an efficient way for small enterprises to track provider performance in application maintenance outsourcing (AMO) relationships. Successfully manage the AMO initiative by learning more about how to use PSCs...

Template/Policy

Application maintenance outsourcing (AMO) initiatives require clear and unambiguous service level agreements (SLAs) to set expectations and start the relationship off on the right foot. Don't waste time trying to create your own SLAs ? establish...

Well-structured service level agreements (SLAs) help to ensure that application maintenance outsourcing (AMO) relationships run smoothly, efficiently, and deliver maximum value. Start the organization's AMO initiative off on the right foot by...

Organizations of any size can succeed at application maintenance outsourcing (AMO) by instituting strong governance. Follow the strategies of a CIO, in a small organization in the insurance industry, who used AMO to offload non-core tasks and...

IT departments looking to move towards a service-oriented IT delivery model must use business activity mapping to link IT assets and services to business processes. This process helps align IT activities with business impact and paves the way...

Tool

This tool is designed to help organizations determine their top tactics for cost reduction within the end-user support service area. The tactics provided in this tool are a starting point for organizations seeking to reduce their end-user...

Service Level Management (SLM) delivers accountability, transparency, and visibility to IT services. Enterprises must start establishing service levels with the business through implementation of Service Level Agreements (SLAs).

Template/Policy

Internal Service Level Agreements (SLAs) are the single most effective tool for managing stakeholder expectations of IT service levels. Use Info-Tech's Internal SLA template as a guide to developing SLAs in the enterprise.

Note

Service level management lends transparency and accountability to the IT department, thereby improving IT/business communications. Small shops should keep it simple, and start by defining and establishing baseline service levels with business...

All critical IT functions require a service level agreement to ensure performance meets enterprise needs. Backup and recovery are no exception. Once the enterprise has determined recovery objectives, enforce them with a strong service level...

While spam has long been a significant issue for enterprises, its recent growth spurt serves notice that the problem is getting worse. Enterprises need to invest in solutions that provide better protection while improving enterprise efficiency....

Hosted VoIP represents a compelling enterprise IP Telephony (IPT) option that is being increasingly explored by smaller organizations. Considering the current bloat within the hosted VoIP market and the risks associated with outsourcing...

Enterprises investigating hosted VoIP services face a wide array of providers and solution offerings from which to choose. Considering the still moderately-high risk associated with outsourcing voice services, it is incumbent on IT leaders to...

Developing a Service Level Agreement (SLA) is only half the battle. Without performance measurements, SLAs are ineffective. Know what to measure, how to measure it, and when to change it.

Unclear business expectations of IT and the services IT delivers often lead to misunderstandings and hard feelings. Internal Service Level Agreements (SLAs) are meant to mitigate these miscommunications while simultaneously improving teamwork,...

Note

Enterprise networks and telephony systems are fundamental services that are essential to enterprise productivity. As such, it is critical for IT departments to provide guaranteed service levels that address network and telephony availability and...

Note

The process of establishing performance standards for enterprise networks is arduous, but essential to all enterprises. The network is the foundation for the delivery of enterprise IT services, and when it does not operate optimally enterprise...