IT Problem Management

10.2. Using the SLA

Now that you have an SLA you must use it. All to often, they sit and gather dust for a year until it's time to renew them. This is true for both internal and external agreements and is indicative of a service center that is not under control. If you don't have SLAs, or if you have them but are not monitoring them, you cannot measure and control your performance.

Measure your actual performance against the targets in the agreement you have with your customers. You need to do this even if your customers don't care. If you have fallen short somewhere, you need to take corrective action. Find the problem and initiate an improvement project. Address the issue with your customer and tell the customer how you plan to fix it. Review ...