This content is retired but we have related up-to-date content below.
Trial lock

This Research is for Members Only

Not a member? Unlock a free sample of our research now!

Already a member?

Sign in now

It is an excellent practice for IT to establish a Service Level Agreement (SLA) with the business units it serves. However, it is dangerous to establish targets that exceed current experience without ensuring additional resources and funding.

Balancing Reality and Business Unit Satisfaction

An SLA must be realistic and practical for both IT and the business. It must reflect business unit expectations and requirements, but it must also create a balance between what is requested and what the clients are willing to pay. Establishing an achievable service level for the help desk, for example, is determined by its current staffing level, the skill set of the analysts, and the tools they use to track calls.

Related Content

Hide Details

Search Code: 6780
Published: June 27, 2006
Last Revised: June 27, 2006


Get Access

Get Instant Access
To unlock the full content, please fill out our simple form and receive instant access.