Establishing SLAs for Internal IT Services

Service Level Agreements (SLAs) are standard for measuring performance of an outsourced service.

But what happens when an IT service is managed internally? How are expectations set? How is performance measured?

When IT services are insourced, there should still be SLAs in place in order to sustain internal customer satisfaction and alignment with business priorities.

Without SLAs, the business resorts to a subjective assessment, often concluding that IT services are overpriced, slow, or inadequate, without the information needed to evaluate the real value of the team.

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Everyone Is Moving to Agile. Should I

Everyone Is Moving to Agile. Should I?

Ever since the Manifesto for Agile Software Development was introduced back in 2001, organizations have questioned whether the newer alternative methodologies would be a good fit for their business.

Meanwhile, as Agile’s popularity grows, there is increasing pressure on IT departments to adopt the approach.

While the benefits of Agile can be compelling, those benefits are contingent on a specific set of pre-existing organizational characteristics. The presence or absence of those characteristics will determine whether the Agile approach will result in success or failure.

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