News & Research: Client Successes

Case Study: IT SLA Process

ScottMadden worked with an independent system operator (ISO) to develop and deploy a service level agreement (SLA) process for the information technology department and a select group of internal customers.

• Accountability and expectations between IT and internal customer groups were not clear
• Communication and collaboration between IT and internal customer groups were not strong
• Customers had minimal understanding of IT performance or costs for IT services performed
• IT had few metrics established to track performance
• Many traditional IT functions were performed by a project management group outside the IT organization, adding to confusion over roles and responsibilities

• IT products and services were developed based on customer and IT input
• Service level indicators and targets were defined
• A service level agreement was drafted, negotiated, and distributed; signatures from internal customers and IT were obtained
• Monthly reports were defined, accountabilities accepted, and a draft meeting schedule developed

• Increased and improved communication and collaboration between IT and internal customers
• Defined products and services
• Negotiated service level indicators and expected targets
• Structured metric tracking and reporting