If you manage technology, the following scenario unfortunately sounds familiar for most.
After spending weeks, months, or – in some cases – years searching for a technology solutions provider that fits your vision and business needs, you implement its mission-critical service only to find that it underachieves (or fails entirely). So, where do you go from here?
The answer: Service-Level Agreements (SLAs). When problems like this one arise, we all turn to our trusty SLAs for next steps. But not all of these stories have a happy ending.
Far too often, this becomes a moment of truth that exposes enterprises not properly prepared. SLAs are effective when negotiated well – but they quickly become a lesson learned the hard way when service providers aren’t actually obligated to follow through thanks to vague or inadequately scoped agreements.
That’s why ‘best effort guarantees’ and similar language – while sounding nice – lacks the substance your enterprise technology management initiatives truly need. In his most recent Telecom Reseller podcast, AOTMP® Executive VP Timothy C. Colwell discusses this chicanery and outlines what SLAs should be all about.
If you’d like to learn more about the telecom, mobility, and IT management industry’s latest SLA trends, what the difference between SLAs and Service-Level Objectives (SLO) is, and how to evaluate your technology partner’s success by defining the problem and following through with actionable advice, I’d recommend you take a few minutes to give it a listen!