From practice for practice Tip 2: Document SLAs for each IT service

In 95% of companies, the service level agreements per IT service are not documented. In most cases, perceived SLAs exist in the minds of management and employees. In the rarest of cases, however, these correspond to the actually possible or agreed recovery times for the IT services.

Discrepancy between actual and assumed SLA agreements

In order to uncover this difference between the actual SLA agreements with the service provider, whether internal IT or external IT service provider, and the presumed SLAs of the client, we go through the itpilot® IT service list once service by service. The desired SLAs per IT service as well as the actually possible or contractually agreed SLAs are documented.

As a senior IT consultant at netcos GmbH , David Hofstätter works with the system every day and supports our customers in doing their day-to-day business better and more efficiently with the help of itpilot®.

(Image source: David Hofstätter/netcos GmbH)