SLA Review and Assurance
'The Service Level Agreement, or SLA, is fundamental to service provision, from the perspective of both the supplier and the recipient. It essentially documents and defines the parameters of the relationship itself.' Source: IT Infrastructure Library (ITIL).A well-defined SLA is critical for a good working relationship between the service provider and the client. As part of this service, Capacitas will work with the client to deliver the key components of the process:
- Defining the boundaries of the system under examination
- Identifying the major workloads of the system
- Identifying the business drivers of the system and forecasting business growth
- Identifying significant failure scenarios that have a bearing on performance of the system
- Client negotiation
- Analysis of volume and performance test results to identify system performance limits
- Mean time to failure analysis
- Writing and monitoring the SLA
Key Benefits
- Achievable, measurable SLAs that accurately reflect the business goals of the system
- Capacitas brings extensive experience in SLA formulation across a number of common services, including MS Exchange, Oracle applications, Remedy applications, managed network services and web services
- Capacitas has experience in SLA formulation within a number of industries including telecommunications, government, banking and finance