Re: Ever seen a service level agreement for a tech pubs department?

[Peter Neilson <neilson -at- windstream -dot- net>]

No, but the first thing you should try to figure out is the purpose of 
the beast. For IT and other support sunctions it's often to limit the 
hammering that otherwise might occur on on-call, help-desk, and 
field-service departments. The SLA specifies what the department will 
do, but more importantly describes (in one way or another) what they 
won't do, can't do, or won't even consider thinking about trying to do.

If some person wants one just because IT has one, then perhaps effort is 
better focused elsewhere. On the other hand, if the TW staff are being 
constantly pestered to write letters for the sales department, or to 
repair the boss's computer (that he croggled by downloading from no-no 
web sites, and IT now refuses to touch), an SLA just might help. No, on 
second thought, it won't really help with the boss.

Know the purpose first.


Milan Davidovic wrote:
> Not just for a project but an ongoing thing -- kind of what like an IT
> dept. would have in a corporation.
> 
> Ever written one and/or worked under one? Any good stories to share?
> 
> Thanks.
> 

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