December 22, 2021 by Admin
Which of the following is the BEST way to determine if IT is delivering value to the business?
- Distribute surveys to various end users of IT services.
- Interview key IT managers and service providers.
- Review IT service level agreement (SLA) metrics.
- Analyze downtime frequency and duration.
A service level agreement (SLA) is a written document, which officially describe the details of services, in non-technical terms, provided by the IT department (internal or external) to its customers. The aim of SLA is to maintain and improve the customer satisfaction to an agreed level.