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The art of creating
effective Service Level Agreements (SLAs), as per the ITIL Framework
and presenting them to customers is one that requires a good deal of
thought and planning.
Quite often Powerpoint
(ppt) presentations are used to convey the context and content of
quality SLA’s according to ITIL.
However, nearly all SLA’s are eventually
written as word documents.
There are a variety of
ways to present SLA’s to
clients/customers. The presentation must be pitched at the audience
and the amount of time allocated to the presentation kept to a
minimum.
Quite often as IT
professionals we forget that the ultimate customer is less
interested in the detail of the provision of IT services than we
are. This is where it is critical to present on issues that are of
interest to the customer, not ourselves.
Want to find out more
about ITIL and presentations on issues including sla’s:
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