The business is rarely satisfied with current service levels. However this dissatisfaction is often based on perception. Without an internal SLA that effectively tracks current service levels, IT is not able to effectively address perception issues.
This phase will help you:
- Identify the benefits of an SLA.
- Identify the pilot project.
- Create the pilot project charter.
Business leaders have service-level expectations regardless of whether there is a formal agreement. The SLA process enables IT to manage those expectations.