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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