Improve IT-Business Alignment Through an Internal SLA
Understand business requirements, clarify current capabilities, and enable strategies to close service level gaps.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Immature or non-existent internal service level agreements (SLAs) cause:
- Disparity between IT and business expectations which translates into conflict.
- Poor IT investment decisions due to a poor understanding of the current state service levels.
- Lower quality of IT services which creates poor business user experience and satisfaction.
A strategic pilot SLA process will:
- Establish clarity between IT and the business to drive up satisfaction.
- Uncover existing operational process risks and gaps to improve current service levels.
- Establish a standard for continuous improvement to facilitate the growth in synergy between IT and the business.
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Module 1: Scope the Pilot Project
The Purpose
- Determine the scope of your SLA implementation.
Key Benefits Achieved
- Outline the SLA project scope and determine the relevant pilot project.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Identify the benefits of an SLA, perform discovery, and brainstorm project goals. |
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| 1.2 | Analyze the ease of implementation and impact of potential projects. |
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| 1.3 | Complete the project charter and obtain sign-off. |
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Module 2: Determine Current Service Levels
The Purpose
- Determine the currently achievable service levels.
Key Benefits Achieved
- Develop metrics and tracking capabilities that indicate the current service level strengths and weaknesses.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Document operational processes. |
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| 2.2 | Identify SLA metrics. |
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Module 3: Set Target Service Levels and Create the SLA
The Purpose
- Identify target service levels and create the SLA.
Key Benefits Achieved
- Develop an internal SLA process that will effectively manage the IT-business relationship.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Identify current and target service levels with IT and the business. |
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| 3.2 | Create a roadmap to get to target service levels. |
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| 3.3 | Create the business-facing SLA and establish a review process. |
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