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Death to SLAs!
SLAs are everywhere, and they rarely reflect the real needs of the stakeholders who depend on excellence in service provision. Uptime is a common measure that doesn’t reflect the reality for users: the infrastructure may be up, but the applications keep crashing, forcing a termination of sessions and a new login.

Service providers are also under pressure from SLAs: penalties occur. Do these drive improvement or avoidance?

In the end SLAs are used more to punish than to encourage exemplary performance. Enter the QLA: the quality level agreement, where the most crucial activities carry a quality standard.

Join this session and learn how to create measures that matter for your stakeholders, how to measure the performance environment of your service providers and how to get rid of SLAs that drive delinquent behaviour.

Please note, SITS (Diversified Communications UK) collects your data in order to allow you access to this webinar and send you essential information about it. We may also from time to time send you information about our other related events (SITS) and future SITS Virtual Summits, which we believe will be of interest to you. You’ll have the option to unsubscribe at any point.

May 25, 2021 04:00 PM in London

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Andrew Vermes
Senior Consultant @Kepner-Tregoe
Andrew Vermes is a Senior Consultant at Kepner-Tregoe and has worked with major technology clients on improving IT service management processes for over 25 years. He is a regular speaker at UK and international conferences, and winner of the PSMA award for contributor of the year in 2019.