Software Level Agreements (SLAs) are the most common way to establish IT service expectations. However, building the appropriate SLAs is challenge, enforcing such SLA attainment while maintaining associate cost structures is an entirely different discipline that few have mastered.
It’s no wonder why SLA management is a hot topic in this quarter’s survey
. Here are a few highlights:
• Nearly 50% of organizations are examining their SLAs across the board in end-user support, applications, lifecycle services, and business services.
• Only 1% of respondents indicated that they didn’t know if their business was leveraging software to improve their Information Technology Infrastructure Library (ITIL).
• More often than not, organizations only met—not exceeded—maturity in meeting SLAs and maintaining user changes.