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Service Level Agreements

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by bill_dowling

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I manage a Helpdesk and need to re-create an SLA for my organization, the existing one is of no real value. can anyone provide me with an existing SLA that they have so I may view it and possibly follow the format.

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by oldefar

You don't indicate why the current SLA is of no real value.

Your SLA should meet the following objectives -
1) Attainable, or serves no purpose.
2) Measurable, so it is clear when you are or are not meeting it.
3) Rewardable, with positive andnegative impacts tied to attainment.
4) Meaningful, to the other party you are entering into the agreement with. If you are managing an internal user Helpdesk, the SLA must have value to at least the user management team and preferrably the users. If you are managing a service with business clients, the SLA should focus on support to their business and not on technology.

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