Introducing a Service Level Culture

Abstract

Service level agreements provide a mechanism for establishing a better relationship between the core business and the infrastructure and services that support it. It provides a statement of various service level options from which a number can be selected to support the customer or client, which describes the service to be given specific timing, frequency and cost. It enables decisions to be taken at a strategic level as to how these can be matched to achieve business profitability. The process is a continuing one and requires commitment at the highest level, to ensure not only that it is adopted properly, but that the services defined are properly and effectively delivered. Describes the various steps in the process and in broad terms how it can be implemented.

Citation

Pratt, K.T. (1994), "Introducing a Service Level Culture", Facilities, Vol. 12 No. 2, pp. 9-15. https://doi.org/10.1108/02632779410051715