These SLAs manage the numbers, but lack context for the customer’s desired outcomes. Be aware of the “watermelon effect”, where the service provider is meeting the metrics of the SLA (service uptime, for example), while failing to support your customer’s real goals.Ī traditional SLA uses IT operational metrics such as Telecommunication lines must be up 99.1% of the time. SLAs should be created for the desired outcomes of the customer. Align SLAs with the customer’s desired outcome This and similar situations may require more detail on services by region or separate SLAs for each region. It may be more difficult to keep that 4-hour response in rural areas, where there are fewer technicians living farther apart. This may be easy to satisfy in a metropolitan area, where there are a lot of technicians. Different operating units may have different support requirements, so an umbrella SLA may not adequately support each location.įor example, if you’re providing printer support, the customer may request a response time of four hours between 8 AM to 5 PM weekdays. If you’re providing support for an organization with many different locations or divisions, be careful creating SLAs that cover multiple locations.
Do not create SLAs that cover all your organization’s divisions New phones will be ordered and delivered within one week of request.Įach IT service has its own lead time and approval schedule, which must be completed accordingly.User terminations will be processed at the end of the user’s last day for friendly departures or immediately for unfriendly departures.A new user will be created within one day of receiving an approved new user request form.Rather than defining that all IT service requests will be fulfilled in five hours, for example, create separate SLAs for each IT service you want to track. Avoid creating a single SLA for your entire service catalogue. SLAs are a collection of promises the service provider makes to the customer. Create separate SLAs for each IT service you need to measure
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