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Review service standards

Reading Notes

Contents

What is a service-level agreement?

Reviewing service-level agreements

 

Reviewing service-level agreements

Importance of reviewing an SLA

Once an SLA has been approved, it becomes a contractual agreement which is legally binding. Therefore, it is important that all aspects of the SLA are adhered to and reviewed regularly. A System Maintenance Manager, Help desk Manager or Support Manager will need to manage and review all areas of work to assess whether all goals of the SLA are being met and whether they are still appropriate.

With the growth of computers, workstations, local areas networks (LANs), and client-server solutions in companies there is growing demand for solutions to technical problems. Providing support to clients/users is therefore becoming an increasingly difficult task. To facilitate this task it is important to regularly evaluate/review whether the maintenance area (or help desk) are providing the necessary services to its clients/users.