Is the level of service sufficient?
Are there clear procedures for the organisation's IT-service? Does the quality of the IT-department's performance measure with the organisation's actual needs? The answer is often, no! Without well-defined and embedded Service Level Agreements (SLAs), it is the coincidences that control the IT-department's agenda.

When the employees do not meet their level of expectation from the IT-department, it results in the employees patience is continuously put to the test.


With SLM a joint reference is obtained
Through embedding Service Level Management the boundaries for the cooperation between the IT-department and its interests are made visible. Simultaneously, the IT-department's efforts are a recognized business matter.

The condition for a well-functioning Service Level Management is that both parts must explore what services should be delivered. This means that costumers, who use the IT-department's services, must consider, survey and document their business needs. In return the IT-department engages in a range of arrangements that also ensures that there is a mutual reference point for those that deliver service and for those that request a service.

The result is a more lucid service performance and a reasonable match between the delivered services and the organisation's needs.