Discover Performance Blog

Welcome to the Discover Performance blog, a resource for enterprise IT leaders who share a passion for performing better. Here you’ll find strategic insights and best practices from your peers as well as from HP’s own practitioners who help others define, measure and achieve better IT performances.

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3 Goals for Setting Service Level Agreements

IMG_1614-Edit_SML.jpgSeveral years ago I talked to a brand name bank about their SLA process with their customers. IT was already measuring performance, so they had an idea how well they were doing. They suggested that their current numbers should be their SLAs. Or maybe they would adjust the SLA a peg up or a peg down based on how much the customer complained. This IT department was setting SLAs based on what it was doing—not on what the enterprise actually needed. It really should be the other way around.



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