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.
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