How to establish Identify all services performed by the IT team or by suppliers contracted by your area. In this inventory, try to map which demands already have a defined SLA, which are one-off, which are recurring, predictable or unpredictable and, most importantly, how they impact IT users and the company’s business.
For example, creating an email account for new employees is a predictable, one-off activity with low operational impact and can easily be aligned with a low-priority SLA with HR personnel.
Evaluate from the users’ perspective How to establish
The IT SLA is valid for both internal customers, such as buy telemarketing data employees, and external customers . Therefore, create satisfaction surveys and talk to the most dissatisfied users to detect possible areas for improvement .
This attitude will prevent the IT team from prioritizing incidents that have little value for user satisfaction and business routine. The team can temporarily ignore a failure in the integration between BI and the management system, but the availability of the ERP can never be neglected.
Draft new agreements
Using the catalog, with the appropriate notes on the characteristics of the services, and the evaluation of the users, establish a draft of new agreements. To do this, try to create service priorities based on the number of users affected and the criticality for the operation. Then, group each service within this categorization.
At this stage, it is essential to be realistic with business model: what is it, their main types and how to choose the optimal one deadlines and percentages of SLA breaches. This will prevent IT professionals from with several priority services at the same time. It will also prevent undue charges if a low-criticality call has its time exceeded due to the response of another urgent call.
Align with those responsible for the business areas
Use your draft service catalog and SLA to align with those responsible for other departments in the organization whether their needs with those service levels. This review can often cause some tension, as managers tend to say that all tickets are high priority.
In the dialogue, highlight the capacity of the bgb directory or the contract with suppliers and indicate how a large number of critical calls increase IT expenses. If the manager is adamant, invite him to apply part of his area’s budget to support his employees. Explain that this will help balance the needs of that department with all the others in the company.
Share with all users How to establish
Communication about how calls should, how they and the times for each one is essential to keep users’ expectations with the agreements between managers.
