Do your Service Level Agreements need to be reviewed to validate their quality and effectiveness? IT departments often have little experience of drafting effective agreements with the result that documents are sometimes ‘Statements of Intent’ rather than negotiated agreements. SLAs are sometimes unenforceable, unfair, out of date, incomplete, inappropriate, overly onerous, biased or simply unreadable. This can result in the agreement rapidly becoming ‘Shelfware’ and therefore failing to meet its objectives.
We provide a comprehensive fit-for-purpose analysis of your agreements using the following key criteria:
The scope of this service covers the range of agreement types that exist within your organisation and with third parties. As an option, we can include assistance with negotiating and drafting SLAs and contracts, advice on performance reporting and the use of metrics to drive positive and lasting change. Our consultants have relevant practical service level management experience with leading organisations and use the ITIL framework. This guarantees that our recommendations are relevant and achievable and a reflection of leading practice.