Using performance indicators to ensure the quality of projects and services is one of the best ways to assess whether a department’s goals are telemarketing data achieved. The SLA in IT has a very similar function. It serves as a guideline to indicate possible areas for attention in the service provided to end users and in the use of technology.
The IT SLA establishes maximum times for the first response made, indicates the minimum availability that a service must have and the level of satisfaction that specialists must achieve when interacting with other areas of the company. It also serves as proof that user complaints are often unfounded.
If you want to know what SLA is, how it 7 questions to help you choose the right business model from a simple indicator, what its importance is for the business of organizations and how to establish it, then keep reading!
What is SLA in IT?
SLA stands for Service Level Agreement , or Service Level Agreement (ANS) in Portuguese. It is a simple and formal contract established bgb directory the IT department, or its service providers, and the users of the company’s business areas.
It lists the services offered by IT and indicates what departments expect from professionals to consider themselves well served. This is an agreement, as there is a negotiation between the IT manager and those of the other departments to define the levels that with the amounts invested in the area.
For example, it possible to guarantee fast response to 100% of calls if the support team is made up of one person and the company has more than 500 employees. Therefore, the IT manager negotiates service priorities and different times for the first response and resolution of each on its criticality for the company.
The SLA is also an instrument to regulate the relationship between the IT team and its suppliers . Fines are often if the service level falls below the level.
How important is the SLA for the company?
More than a performance indicator, the IT SLA defines the guidelines on what in the team’s day-to-day activities. Therefore, its definition must reflect critical aspects of the corporate routine that by technology.
For example, if the CEO’s email is having a problem and, at the same time, there is a downtime on the production server of the business management system, then which call by the IT team? The one that impacts a very important person for the organization or the ticket that could stop all the company’s processes? The answer may seem obvious, but sometimes one person, to the detriment of the entire organization.
The lack of an SLA often represents a lack of priorities and categorization of occurrences based on the impact they generate on billing, customer service and execution of business routines.
This also means that the SLA needs and from time to time to keep up with corporate developments and reflect business strategies. After all, business priorities, IT infrastructure, suppliers and applications used also evolve.
