Are you using the right measures to control your operation?

In my last post, I dealt with how you can use service levels to demonstrate the IT Value of your services. Now we get into the engine room – we deal with how you should use service levels and operational level agreements to measure your own delivery operation. Your “delivery landscape” will be a myriad mixture […]

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Three Steps to demonstrate the Value of your IT Service

It is Monday morning 09:00 AM – and you are in your monthly IT Service Quality meeting with your “internal client” – the Sales Department of your company. The Head of Regional Sales is pushing you with unrealistic expectations – you have discussions about 99.999% availability where you already know that such a Service Level […]

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Why Accuracy SLAs can create or destroy the value of your service

SLA literature in the marketplace waxes eloquent on topics like Availability and Performance. However one of the most ignored topics in an increasingly data-driven world are service levels that deal with Accuracy. Not paying attention to demonstrating accuracy can poke large holes in the value of your cloud and big data solutions. Here is how you […]

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How to design Performance SLAs that your Business will love

Service Level design discussions are one of the most interesting parts of designing a contract. When you find yourself in the midst of one, eventually someone asks your advice: “What Performance Service Level Standards does one see in the industry today? Do you have any Service Level Agreement Examples?”. The search for best practices is […]

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The Zen of Service Level Agreements: 4 Design Principles for an Optimal SLA

Designing Service Level Agreements is an art. It is important to invest time and energy into defining a good Service Level Agreement upfront in an engagement to avoid unnecessary friction downstream. This post summarizes the four Design Principles of Optimal Service Level Agreements. Design Principle #1 – It is all about Emphasis:  Bring focus and emphasis […]

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3 practical tips to help you balance your SLA

Designing an SLA system is a balancing act. The art lies in how you choose to balance the risk between two parties. A skewed SLA definition might look good at first, but can prove harmful to both parties on the long run.  Zen Habit #4: Balance Here are three tips to bring balance into your […]

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