Improve IT-Business Alignment Through an Internal SLA
€69.98
(Excl. 21% tax)
- The business is rarely satisfied with IT service levels, yet there is no clear definition of what is acceptable.
- Dissatisfaction with service levels is often based on perception. Your uptime might be four 9s, but the business only remembers the outages.
- IT is left trying to hit a moving target with a limited budget and no agreement on where services levels need to improve.
Our Advice
Critical Insight
- Business leaders have service level expectations regardless of whether there is a formal agreement. The SLA process enables IT to manage those expectations.
- Track current service levels and report them in plain language (e.g. hours and minutes of downtime, not “how many 9s” which then need to be translated) to gain a clearer mutual understanding of current versus desired service levels.
- Use past incidents to provide context (how much that hour of downtime actually impacted the business) in addition to a business impact analysis to define appropriate target service levels based on actual business need.
Impact and Result
Create an effective internal SLA by following a structured process to report current service levels and set realistic expectations with the business. This includes:
- Defining the current achievable service level by establishing a metrics tracking and monitoring process.
- Determining appropriate (not ideal) business needs.
- Creating an SLA that clarifies expectations to reduce IT-business friction.
Improve IT-Business Alignment Through an Internal SLA Research & Tools
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should create an internal SLA, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.Besides the small introduction, subscribers and consulting clients within this management domain have access to:
- Improve IT-Business Alignment Through an Internal SLA – Phases 1-3
1. Scope the pilot project
Establish the SLA pilot project and clearly document the problems and challenges that it will address.
- Improve IT-Business Alignment Through an Internal SLA – Phase 1: Scope the Pilot Project
- Internal SLA Process Flowcharts (PDF)
- Internal SLA Process Flowcharts (Visio)
- Build an Internal SLA Project Charter Template
- Internal SLA Maturity Scorecard Tool
2. Establish current service levels
Expedite the SLA process by thoroughly, carefully, and clearly defining the current achievable service levels.
- Improve IT-Business Alignment Through an Internal SLA – Phase 2: Determine Current Service Levels
- Availability and Reliability SLA Metrics Tracking Template
- Service Desk SLA Metrics Tracking Template
- Service Catalog SLA Metrics Tracking Template
3. Identify target service levels and create the SLA
Create a living document that aligns business needs with IT targets by discovering the impact of your current service level offerings through a conversation with business peers.
- Improve IT-Business Alignment Through an Internal SLA – Phase 3: Set Target Service Levels and Create the SLA
- SLA Project Roadmap Tool
- Availability Internal Service Level Agreement Template
- Service Catalog Internal Service Level Agreement Template
- Service Desk Internal Service Level Agreement Template
- Internal SLA Executive Summary Presentation Template