T|STREET can help you meet the demands being placed on internal IT departments to develop comprehensive sets of SLAs (service level agreements) to help manage services and to ensure that full value is delivered to the end business. Increasingly, internal IT departments must guarantee specific performance levels in many key areas of their organization and execute against mean-time-to-resolve when problems occur. This makes it imperative for both IT and end-users to move to the next level of SLA management by instituting a set of best practices that can be applied continuously to a SLA that not only assures that SLAs are steadfastly met, but also that lines of communication among everyone engaged in the process of service delivery and receipt stay open and unencumbered. T|Street understands what is required to work within these demands and is equipped to develop best practices which should be applied when developing and managing a SLA.
SLA Development and Execution Best Practice
Keeping clear lines of demarcation
At the time an SLA agreement is entered into, lines of demarcation are drawn up and agreed to by all participants detailing who is responsible for what. Clear lines of demarcation and active communication-loops serve to minimize the problems that can ignite during problem identification and resolution.
T|Street employs a communication-discipline to ensure parties to any SLA agreement meet regularly, whether or not there are problems. With efficient, yet rigorous precision scheduling, SLA performance can be reviewed and also tuned.
T|Street understands SLA tune-ups are extremely important to give its clients, clients’ end-users, and business partners regular opportunities to revisit SLAs and possible revisions to those SLAs based upon new information.
T|Street can design and execute against reward and performance systems to link performance to ensure the SLA cycle is effectively completed.
Linkage back to business value
T|Street, along with its clients and business users, develops and links SLA performance to the business values that are to be delivered. We understand diligent SLA management is absolutely required from the onset of the contract through service delivery and the ultimate analysis of effectiveness (and value) of service quality.