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Maximizing Service Level Agreements for Efficient Business Operations

Understand the importance of Service Level Agreements for defining customer needs, resolving conflicts, encouraging dialogue, and more. Explore examples and practical uses in IT services. Additional resources provided for further reading.

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Maximizing Service Level Agreements for Efficient Business Operations

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  1. Service Level Agreements “Service Level Agreement (SLA) is that part of a service contract in which a certain level of service is agreed. A SLA is therefore NOT a type of service contract, but a part of a service contract. A service contract can contain zero, one or more SLA's. A contract containing SLA's is usually referred to as a performance contract. SLA's are becoming more and more popular. They are used extensively for provision of IT services, but also in other fields the popularity of SLA's is growing.“ -Wikipedia

  2. Should… • Identify and define the customer’s needs • Provide a framework for understanding • Simplify complex issues • Reduce areas of conflict • Encourage dialog in the event of disputes • Eliminate unrealistic expectations

  3. …and should include: • Services to be delivered • Performance, Tracking and Reporting • Problem Management • Legal Compliance and Resolution of Disputes • Customer Duties and Responsibilities • Security • IPR (Intellectual Property Rights) and Confidential Information • Termination • http://www.sla-zone.co.uk/

  4. Examples • Jackson Community College: • http://www.jccmi.edu/infotech/pdfs/SLA.pdf • Community College of Allegheny County: • http://www.ccac.edu/default.aspx?id=139270 • Gettysburg College • http://www.gettysburg.edu/about/offices/it/cs/sla/

  5. Educause Survey • http://www.educause.edu/LibraryDetailPage/666?ID=CSD3523 • Informal, eight respondents • Question 9 is especially useful for understanding pros and cons • Emphasis on transparency

  6. Possible Uses • Budgeting of IT resources • Clarification of IT priorities in response to department/college priorities • Metrics/reporting (time, money, etc.) • Clarification of service areas and service levels of commitment • Structuring a more efficient helpdesk • Limiting unreasonable user expectations

  7. Further Reading • Andress, M. (2001, April 30). Internal SLAs benefit the entire company. InfoWorld, 23(18), 52. Retrieved November 9, 2006, from Academic Search Premier database: http://ezproxy.mc3.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=aph&AN=4388822&site=ehost-live • Shoup, L. (2004, February 2). Increased accountability. Network World, 21(5), 40. Retrieved November 9, 2006, from MasterFILE Premier database: http://ezproxy.mc3.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=f5h&AN=12147867&site=ehost-live • Edutech responds. (2004, June). Edutech Report, 20(6), 8. Retrieved November 9, 2006, from Academic Search Premier database: http://ezproxy.mc3.edu/login?url=http://search.ebscohost.com/login.aspx?direct=true&db=aph&AN=13245933&site=ehost-live

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