Improve IT-Business Alignment Through an Internal SLA
Understand business requirements, clarify current capabilities, and enable strategies to close service level gaps.
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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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Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
Book NowModule 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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