Five steps to a successful IT SLA

IT service level agreements play a crucial role in everyday tasks of IT support but hammering out an effective one is no mean feat.

IT managers are challenged to continually improve performance, accelerate incident response times, reduce system downtime, and simultaneously cut service costs in his or her IT support operations. The way to ensure both the IT support team and the end user are clear on agreed performance levels is to develop  an IT Service Level Agreement (SLA).

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