Service Level Agreements

SERVICE LEVEL AGREEMENTS DEFINE EXPECTATIONS FOR BOTH PARTIES.

SERVICE LEVEL AGREEMENTS bring clarity on what is expected for both the provider and the consumer of IT services.

A service level framework enhances the relationship between the parties by defining expectations. Is everyone on the same page yet?

Having a poor service level agreement, or worse, not even having one, can decrease the overall performance of service delivery.

A well constructed SERVICE LEVEL AGREEMENT increases transparency and can also demonstrate if performance levels are being met.

  • Assumptions
  • Goals
  • Stakeholders
  • Performance Metrics
  • Response Times
  • Responsibilities
  • Requests
  • Review
  • Roles
  • Scope
  • Terms

Measure what is measurable, and make measurable what is not so.

Galileo Galilei
RobService Level Agreements