Recently Service Level Agreements (SLAs) have received a lot of bad press. Competitive disadvantage…dissatisfied clients…a rift between business and IT – all these ills and more have been blamed on SLAs. Reams have been written on the importance of crafting SLAs that improve the business’s appreciation of IT and align IT as closely as possible with business goals and strategic direction.
How do you manage?

Fortunately, there is light at the end of the tunnel. The results of a recent survey, commissioned by Dimension Data and undertaken by Datamonitor, indicates that around the globe, CIOs are making great strides in strengthening their SLAs, by working more closely with both their business stakeholders and Service Providers and are leveraging the benefits of IT Service Management Best Practice frameworks.

How do your organisation’s SLAs shape up? Are you asking the right questions to determine your optimal SLA? We attempt to answer these and other important questions in the reading material below. In addition our online SLA calculator will assist you better understand your needs and which SLAs match up.