Internal Service Level Agreement


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Service levels are difficult to manage when expectations are not set with the business. The single most effective tool for managing service level expectations is the implementation and use of Internal Service Level Agreements (SLAs) with stakeholders.

Establish the expectations of the business by negotiating and setting service levels that will:

  • Hold the IT department accountable for agreed upon service levels.
  • Protect the IT department from unrealistic expectations.
  • Increase IT department credibility and perceived value.
  • Improve communication between IT and the business.

Small enterprise IT departments must be cautious not to make promises that they may have trouble keeping.

This downloadable tool is associated with the research note, No Shop too Small for Service Level Management.

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