Improve IT-Business Alignment Through an Internal SLA
Improve IT-Business Alignment Through an Internal SLA
Understand business requirements, clarify current capabilities, and enable strategies to close service level gaps.
Onsite Workshop
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.
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.
Defined service level pain points
Potential project shortlist
1.2
Analyze the ease of implementation and impact of potential projects.
SLA Maturity Scorecard
1.3
Complete the project charter and obtain sign-off.
SLA Project Charter
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.
Visual SOP documents
2.2
Identify SLA metrics.
Metrics Tracking Template
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.
Target service level metrics
3.2
Create a roadmap to get to target service levels.
SLA Project Roadmap
3.3
Create the business-facing SLA and establish a review process.
SLA Document
SLA Executive Presentation
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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.
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