Virtual Strategy Magazine, 12/31/14
Ellen Rubin: IT teams should absolutely embrace an internal SLA model. Why? Because by committing to SLAs, IT teams can deliver on higher levels of service expectations, applying performance benchmarks that traditionally measure factors like automation, monitoring and troubleshooting to their own services. This practice lets IT enhance its skills, and allows internal and external SLAs to complement one another in a way that drives businesses forward and fosters mutual trust.
Internal SLAs are critical for IT teams as they try to embrace the new “as-a-service” world. Enterprise IT teams must rebuild themselves as IT-as-a-service for their internal customers because they are losing users to outside SaaS, PaaS and IaaS offerings because of the flexibility, ease of use and instant access these solutions provide them. In addition, line-of-business (LOB) managers look to internal IT departments to solve performance or latency issues, but since mission-critical applications are given priority, services and support for secondary applications and their users are often compromised, let alone for development and test teams. Adopting an internal SLA culture helps enterprise IT teams avoid these issues and empowers them to support the organization in a holistic manner.