Service level agreements (SLA) are part of an internal or external service or maintenance contract that was agreed upon by an IT department and a company. They outline, among others, response times for support services or maximum recovery times for IT services.
The introduction of SLAs is highly complex and requires many years of project experience.
REALTECH has developed a systematic SLA concept based on the combined expertise of our consultants.
This comprises:
- Analysis of infrastructures and processes, identification of interdependencies between infrastructure components for each process and review of current service levels.
- A catalogue of service level details as a basis for the subsequent discussions on service requirements between the IT department and the customer.
- Establishment of criteria based on the SLAs which include definitions and measures to be taken when service level agreements are violated.
- Establishment of an organizational structure in order to control the changes effected by the SLA concept.
Your advantages:
- Transparency with respect to current IT service performance.
- Process-oriented identification of weaknesses inside the IT infrastructure.
- Customer-oriented introduction into the optimization of operations according to ITIL best practices.
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Tap into our our consultant's expertise!