Is SLA a dirty word?

Networking teams are increasingly asked to provide internal Service Level Agreements (SLAs) – which are not easy to create or live up to. Implementing ITIL v3 strategies may make it easier to provide internal SLAs, but at this point ITIL is often more theory than it is practice in the enterprise.

At the Large Installation Systems Administration (LISA) conference in Baltimore this week, Carolyn Hennings, senior consultant at Windward IT Solutions, discussed how enterprises can make ITIL a reality and how to address the dreaded internal SLA.