Description
IT Governance Publishing Service Level Agreements by Jimmy Desai Edited by It Governance Publishing
This pocket guide identifies some of the benefits and the pitfalls that an organisation can encounter when negotiating and drafting SLAs. It gives an overview of SLAs highlighting typical scenarios that can arise and provides information on typical solutions that have been adopted by other organisations. A wide range of industry sectors will outsource service provision (for example banking pharmaceuticals and insurance companies). This can happen where an organisation outsources its IT payroll needs its helpdesk and IT maintenance requirements its payment processing or its whole IT function. The key risk The key risk for an organisation that enters into an outsourcing transaction are that the services that it receives from the supplier will be worse than the services they were receiving before or that the cost savings that were anticipated or promised are not achieved. The SLA To try and avoid this scenario the outsourcing contract should include a Service Level Agreement (SLA). The SLA must be drafted to govern the standard of service that you require including the cost of those services and the consequences of not achieving preagreed standards.The wider environment While Service Level Agreements are a key method within ITIL for setting out how two parties have agreed that a specific service (usually but not necessarily ITrelated) will be delivered by one to the other and the standards or levels to which it will be delivered the basic concept is now far more widely applied than just in ITIL(R) and ITSM environments. This pocket guide provides information and guidance on SLAs to those in the wider environment from a legal and practical view point.show more