Does your internal IS department provide service level agreements or templates? Why or why not?

Margaret Rouse Margaret Rouse Profile: Margaret Rouse
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SLA agreements

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  • AhmadAleid
    Currently no but with the idea that most of the services are following the managed service approach, the templates of SLA need to be more flexible and practical due to the different understandings we have on SLAs and the nature of the business requirements from one department to another.
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2 Related Discussions

 

What do you think should be included in every service level agreement?

Margaret Rouse Margaret Rouse Profile: Margaret Rouse
  • AhmadAleid
    List Services
    Availability & Reliability Levels
    Service Maintenance Notification
    Service Support Time frames (Different catogery based on importance of service ranked by SLA customer)
    Max. Concurrent users to be supported at one time / threashold time
    Service commitments / responsibilities by both user and service provider
    Structure of Reporting of SLA results
    SLA Reviews structure to consider improvements

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  • John Moore
    That's a comprehensive list, AhmadAleid. Thanks for your input. 
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  • ToddN2000
    I know it's a legal issue but some terms may still be unclear to some users. If they would just "dumb down" some of the terms it might help users to understand better. I know most do not even read these they just click accept because they do not understand the agreement or it is just too long to read and they want to start using the program or application.
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Are your service providers' SLAs easy to understand?

Margaret Rouse Margaret Rouse Profile: Margaret Rouse
  • carol482
    I feel like the service providers deliberately obfuscate the inner agreements to make it incredibly difficult to discern just what the terms of the agreements are. It is almost like the old cell phone bills of the late 90s, where it was so complicated, you didn't read on to understand the contract and agreement.
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  • AhmadAleid
    unfortunately it is not as clear as it should be one of the reason got to be the lack of confidence both parties have in their ability to delivery as per the committed terms. Current service capability measures are not as accurate which make the basis of such agreements very vague and difficult to agree on.
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  • ToddN2000
    I posted this on a similar discussion.
    I know it's a legal issue but some terms may still be unclear to some users. If they would just "dumb down" some of the terms it might help users to understand better. I know most do not even read these they just click accept because they do not understand the agreement or it is just too long to read and they want to start using the program or application.
    48,175 pointsBadges:
    report

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