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SMART SLAs enable IT performance measurement

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By DD Mishra

 

Currently a partner at CIO Specialist Advisory LLP, DD Mishra has more than 19 years of experience in IT. He has played key roles, including IT governance and outsourcing, program and portfolio management, consultancy, presales and delivery for various customers in the UK, India and Singapore and has experience from both the buyer side and seller side. He is a member of the Discover Performance community's IT Strategy & Performance LinkedIn group.

 

SLA (Service Level Agreement) is one of the most mistreated, misunderstood acronyms in our IT and business vocabularies. Yet SLAs can be and effective tool for CIOs to manage relationships with businesses and service partners. As contractual commitments, SLAs determine minimum performance criterion for delivery of service by the service provider to the customer. For example "End User Satisfaction" could be an SLA requirement and the expected level could be 83 percent to be measured on a half-yearly basis. 

 

The contractual commitment is inked in the form of a separate SLA agreement, data points, measurement criterion and expected levels, frequency of measurement, exceptions, and a penalty and rewards clause for not meeting or overachieving the criterion. Typically, SLAs ensure that services are being delivered as expected and should have the depth and diversity to cover all areas of the services.

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About the Author(s)
  • Alec Wagner is a longtime writer & editor, enterprise IT insider, and (generally) fearless digital nomad.
  • Lending 20 years of IT market expertise across 5 continents, for defining moments as an innovation adoption change agent.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • I'm the community manager for Discover Performance and have been a writer/editor in the technology field for several years.
  • Mike has been with HP for 30 years. Half of that time was in R&D, mainly as an architect. The other 15 years has been spent in product management, product marketing, and now, solution marketing. .
  • Paul Muller leads the global IT management evangelist team within the Software business at HP. In this role, Muller heads the team responsible for fostering HP’s participation in the IT management community, contributing to and communicating best-practice in helping IT perform better.
  • Rafael Brugnini (Rafa) serves as VP of EMEA & APJ for HP Software. Joining in 1996 and has more than 20 years of knowledge and experience linked to HP. He resides in Madrid with his wife and family, and in his spare time he enjoys windsurfing.
  • Evangelist for IT Financial Management (ITFM), IT Governance and IT Portfolio Management, consulting IT organisations for Close to 15 years on principles of good governance.
  • Chief of Staff for Software & Information Management IT at HP, driving business and IT initiatives, as well as executive, employee, and customer communications and management of change for the CIO of HP Software.
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