Why SLAs Fail and How to Make Yours Succeed (PDF)

Why SLAs Fail and How to Make Yours Succeed (PDF)

Describes the key factors that cause SLA failure.

Offers guidelines and recommendations to help you succeed where others have not.


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A service level agreement (SLA) is a highly effective mechanism for managing service expectations, improving communication, clarifying responsibilities, and ensuring a mutually acceptable approach to assessing service effectiveness. But creating an SLA is a complex process that, if undertaken improperly, can generate more problems than it solves.

For more than a decade, the author has provided SLA seminars internationally, reviewed hundreds of SLA, and assisted IT and other organisations undertake an SLA effort or recover from an SLA effort that went awry. In the course of this work, the author has observed recurring problems in the SLA document and in the process by which the SLA is created and managed. The author has organised these observations into a set of factors that contribute to SLA success - or failure.

The aim of this guide is to describe the above factors and to offer guidelines and recommendations to help you succeed where others have not.

If you'd we prefer, we also offer this book with other essential SLA reading in our Naomi Karten Writing Effective SLAs Bundle. This bundle contains all four guides (including this one) on SLAs by Naomi Karten.


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Author: Naomi Karten
Publisher: Naomi Karten Associates
Pages: 21
Format: Electronic Download (Zipped .PDF 0.35MB)
Published Date: 01/10/06
Availability: Immediate Download

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