Improve IT-Business Alignment Through an Internal SLA – Phase 2: Determine Current Service Levels


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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.

This phase will help you:
  • Document current IT operational procedures. 
  • Identify the metrics to track.
Business leaders have service-level expectations regardless of whether there is a formal agreement. The SLA process enables IT to manage those expectations.

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Search Code: 78958
Published: October 26, 2015
Last Revised: October 26, 2015

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