How to Create an IT Service Level Agreement (SLA)

check

Creating an IT Service Level Agreement (SLA) might sound intimidating, like some dry, legal document only understood by robots, but its actually a pretty crucial step in ensuring a smooth and productive working relationship between an IT provider (whether internal or external) and the people who rely on those IT services! How to Monitor Your IT Support Performance . Think of it as setting clear expectations and building trust.


So, how do you actually do it?

How to Create an IT Service Level Agreement (SLA) - managed service new york

  • managed it security services provider
  • managed services new york city
  • managed it security services provider
  • managed services new york city
  • managed it security services provider
  • managed services new york city
  • managed it security services provider
  • managed services new york city
  • managed it security services provider
  • managed services new york city
  • managed it security services provider
Well, the first step is really understanding why you need one.

How to Create an IT Service Level Agreement (SLA) - check

  • managed service new york
  • check
  • managed service new york
  • check
  • managed service new york
  • check
  • managed service new york
  • check
  • managed service new york
  • check
  • managed service new york
  • check
  • managed service new york
An SLA isn't just about pointing fingers when things go wrong (though it can help with that!).

How to Create an IT Service Level Agreement (SLA) - managed it security services provider

  • check
  • managed it security services provider
  • managed services new york city
  • check
  • managed it security services provider
  • managed services new york city
  • check
  • managed it security services provider
  • managed services new york city
  • check
  • managed it security services provider
  • managed services new york city
Its about defining what "good" IT service looks like. What response times are acceptable?

How to Create an IT Service Level Agreement (SLA) - managed service new york

  • check
  • check
  • check
  • check
  • check
  • check
  • check
What hours are support available?

How to Create an IT Service Level Agreement (SLA) - managed services new york city

    What happens if the network goes down?

    How to Create an IT Service Level Agreement (SLA) - check

    • check
    • managed service new york
    • managed services new york city
    • check
    • managed service new york
    • managed services new york city
    • check
    • managed service new york
    • managed services new york city
    • check
    These are the kinds of questions an SLA answers.


    Before you start drafting the actual document, have a conversation (or several!) with all stakeholders.

    How to Create an IT Service Level Agreement (SLA) - managed service new york

    • managed service new york
    • managed it security services provider
    • managed service new york
    • managed it security services provider
    • managed service new york
    • managed it security services provider
    • managed service new york
    • managed it security services provider
    • managed service new york
    • managed it security services provider
    • managed service new york
    • managed it security services provider
    • managed service new york
    This includes the IT team, the users of the services, and management.

    How to Create an IT Service Level Agreement (SLA) - managed service new york

    • managed services new york city
    • managed services new york city
    • managed services new york city
    • managed services new york city
    • managed services new york city
    • managed services new york city
    Find out what their pain points are, what they need to be successful, and what their expectations are. This collaborative approach is key.

    How to Create an IT Service Level Agreement (SLA) - managed services new york city

    • managed services new york city
    • managed services new york city
    • managed services new york city
    • managed services new york city
    • managed services new york city
    You dont want to create an SLA thats unrealistic or doesnt address the real needs of the business.


    Next, you need to define the services covered by the SLA.

    How to Create an IT Service Level Agreement (SLA) - managed it security services provider

      Be specific!

      How to Create an IT Service Level Agreement (SLA) - managed it security services provider

      • managed service new york
      • managed services new york city
      • managed service new york
      • managed services new york city
      • managed service new york
      Instead of saying "Network Support," break it down into things like "Network Availability," "Bandwidth Allocation," and "Network Security."

      How to Create an IT Service Level Agreement (SLA) - managed service new york

        For each service, set measurable targets. Instead of "Fast Response Time," use something like "95% of support tickets resolved within 4 hours." These metrics should be realistically achievable and easily trackable (think dashboards and reporting!).


        The SLA should also clearly outline responsibilities.

        How to Create an IT Service Level Agreement (SLA) - managed it security services provider

        • check
        • check
        • check
        • check
        • check
        • check
        • check
        Who is responsible for what?

        How to Create an IT Service Level Agreement (SLA) - managed services new york city

        • managed it security services provider
        • managed service new york
        • check
        • managed it security services provider
        • managed service new york
        • check
        • managed it security services provider
        • managed service new york
        • check
        • managed it security services provider
        • managed service new york
        • check
        • managed it security services provider
        Who do users contact when they have a problem?

        How to Create an IT Service Level Agreement (SLA) - managed services new york city

        • managed services new york city
        • managed it security services provider
        • managed service new york
        • managed services new york city
        • managed it security services provider
        • managed service new york
        • managed services new york city
        • managed it security services provider
        What are the escalation procedures? (This is important!

        How to Create an IT Service Level Agreement (SLA) - check

        • managed service new york
        • check
        • managed service new york
        • check
        • managed service new york
        • check
        No one wants their critical issue lost in the void).

        How to Create an IT Service Level Agreement (SLA) - managed service new york

          Include details about service hours, maintenance windows, and how service requests should be submitted.


          Dont forget about the consequences of not meeting the agreed-upon service levels. These are often referred to as "penalties" or "credits," but theyre really about incentivizing the IT provider to meet their commitments.

          How to Create an IT Service Level Agreement (SLA) - managed services new york city

            These could range from service credits to reduced fees, depending on the severity and frequency of the breaches.


            Finally, remember that an SLA isnt a static document.

            How to Create an IT Service Level Agreement (SLA) - managed services new york city

            • managed it security services provider
            • managed service new york
            • check
            • managed it security services provider
            • managed service new york
            • check
            • managed it security services provider
            It should be reviewed and updated regularly (at least annually, if not more frequently) to reflect changes in business needs, technology, and user expectations. The world of IT moves fast, and your SLA needs to keep up!

            How to Create an IT Service Level Agreement (SLA) - managed services new york city

            • managed service new york
            • managed service new york
            • managed service new york
            • managed service new york
            • managed service new york
            • managed service new york
            • managed service new york
            • managed service new york
            • managed service new york
            Treat it as a living document that evolves alongside your business.


            Creating a good SLA takes time and effort (its not a copy-and-paste job!), but the benefits are well worth it.

            How to Create an IT Service Level Agreement (SLA) - check

              Clear expectations, improved communication, and better IT service.

              How to Create an IT Service Level Agreement (SLA) - managed service new york

              • check
              • managed it security services provider
              • managed it security services provider
              • managed it security services provider
              • managed it security services provider
              What's not to love!

              How to Create an IT Service Level Agreement (SLA)