SLA CONSULTING

DEVELOP ACHIEVABLE, BUSINESS-ALIGNED SLAS

Municipality/State Government
SLA Design
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Municipality/State Government
SLA Assessment & Design
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CHALLENGE

A trial court system sought IT professional services to implement six Infrastructure Technology Infrastructure Library (ITIL) processes, document existing service levels in the department, and to provide related ITIL training as part of their general IT improvement initiatives. They required a partner who was well-versed in Cherwell and Bomgar; and had a proven history of successful ITIL process implementations.

SOLUTION

Beyond20 used a 3-tiered approach to execute the project, starting with a kickoff meeting to discuss the project goals and establish communication methods. Beyond20 guided the selection of Process Owners and then conducted an onsite ITIL Foundation course for the courts, as well as providing ITIL Intermediate Training Vouchers. Beyond20 conducted maturity improvement activities to document and define each process as it existed and facilitate additional activities for sustainable improvements. Beyond20 also provided follow-on coaching support to ensure the courts successfully achieved their goals.

CHALLENGE

The Technology Services Division of this municipality required consulting services to advise on Service Level Agreements for services between the Technology Services Division and various departments and divisions in the City. This was part of a larger initiative to move the City forward technologically in accordance with the City’s 3-year Strategic IT Plan. The municipality called on Beyond20’s advisors to help them design and implement achievable SLAs across the enterprise.

SOLUTION

Beyond20’s holistic approach to determining the right SLAs for the municipality began with a Service Catalog Workshop. We worked with stakeholders to review the department’s current service catalog and discuss the ideal structure for SLAs that fit both the department and their clients’ unique business needs. Consultants collected data to construct reports that detailed the desired and recommended service levels, defined SLAs for each Department/Division, and developed an actionable Roadmap to meet agreed SLAs.

OUR PROCESS

Service Catalog & SLA Workshop

Client Surveys & Ticket Analysis

Interviews & Focus Groups

SLA Design & Delivery

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