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:
- Validate your current state.
- Develop a project roadmap.
- Create the internal SLA.
Business leaders have service-level expectations regardless of whether there is a formal agreement. The SLA process enables IT to manage those expectations.