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ITIL :: View topic - Enhancing SLA's
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Enhancing SLA's

 
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ccmanda
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Joined: Feb 01, 2005
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PostPosted: Wed Mar 30, 2005 3:47 am    Post subject: Enhancing SLA's Reply with quote

How can the worthiness of SLA's be enhanced through establishment and maintenance of sound IT-end user relationships?
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mcardinal
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Joined: Oct 06, 2004
Posts: 77
Location: Bloomington, IL

PostPosted: Sat Apr 16, 2005 5:04 am    Post subject: Reply with quote

Think of SLAs not as prescriptive "contracts" but as mutual agreements for coninuous service quality improvement. If either party (service receiver or service provider) finds the need to update the document, then by all means let them. That is one key purpose of ITIL/Service Management--to continually improve the level of service provided at an acceptable cost. This will help to bring about accountablity and responsibility from both parties. You will have a partnership and not an "us vs them" mentality. It is only through a partnership that quality can truly be improved.

Michael
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