How to Define IT Support SLAs

SLA Definition Process

1. Identify service levels: What services does IT provide?
2. Define metrics: Response time, resolution time, availability
3. Set targets: Based on business needs and team capacity
4. Document: Clear, measurable SLA document
5. Communicate: Ensure all stakeholders understand SLAs
6. Measure: Track compliance continuously
7. Review: Adjust targets quarterly based on performance

Common SLA Mistakes

• Setting targets too aggressively (leads to missed SLAs)
• Not measuring consistently (SLAs become meaningless)
• Ignoring exceptions (holidays, out-of-business-hours)
• Not reviewing regularly (SLAs become outdated)