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internal SLA's for IT provision

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Last Modified: 2017-05-19
is it common for IT departments to offer SLA's to internal employees of the same business? I totally understand it if your selling a service to a customer, but wasn't sure if its common to have internal SLA's with the various employees and departments within the same business? If you do have internal SLA's, is this per application, or more generic? I understand most places will have SLA for resolving calls with internal employees, but wasn't sure if its common for more top level categories such as availability / performance?
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Adam BrownSenior Systems Admin
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Think of yourself as a service provider, and the organization is your customer. They obviously want things quickly and for the best cost possible. SLAs, operation structure, processes, etc are what are going to support that. It actually helps you too because you can assess how effectively you're functioning.

I have seen companies that will literally go as far as comparing between outside companies and the internal IT department on a project by project basis, to where you're literally bidding like a contractor. Not a very common practice, but it does force a level of efficiency and performance.
Adam BrownSenior Systems Admin
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Regarding what an Internal IT SLA system should cover, systems availability is probably the most important thing for it to cover, since downtime results in significant profit loss in almost every situation. Having SLAs for help-desk calls is probably not as important, but still useful. This is particularly true when utilizing an ITIL-like governance strategy for those calls.
Adam BrownSenior Systems Admin
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Guh...I keep thinking of things to add here :D Anyway, SLAs are a much more effective way to measure employee competence than other metrics used by most IT departments as well, since an employee that regularly and consistently meets their SLA requirements is objectively more efficient and capable than an employee that never or rarely meets their SLAs. This is a much easier and objective metric than the other trackable metrics in IT.
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@ Adam - We both could add all day long :D
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