Technology Reviews - Service Level Review

Are you meeting your agreed service levels? Do you have well defined service levels agreed with your clients? Are your suppliers meeting their agreed service levels? Are you providing services "free" to your clients? There are a whole range of questions which can be applied to Service Levels and Service Level Agreements. We have a long history of implementing such ageements and then measuring the performance.

You may say that Service Levels do not need to be measured, that you respond to user demands for service and they are happy. That is all well and good if funding is easily available. However if market conditions change or funding is redirected the situation on Service Levels can change considerably. You may find people saying, without justification, that the ICT Department is too expensive and costs more than the competitor's ICT. You may have been told to cut costs, but to not reduce service levels.

We can help you build methods for defining Service Levels and methods for producing clear metrics of the Service Levels. We can help you document those levels in the terms of Service Level Agreements which can be subsequently agreed with your clients. We can help you separate transaction costs from overhead costs, to measure the impact of prioritisation of services.

A formal review can help you justify the work of the ICT department. The review can help you plan for further investment or business expansion and the subsequent increased workloads. The review can help you engage in realistic planning should you be considering outsourcing some of your services.