User Buy-in for Service Level Agreements In IT

Obtaining Employee Support

At this stage you should have accurate performance metrics, IT support for the service levels and escalation procedures. Now you are ready to meet with employees to get their feedback. What employees should participate? As a suggestion, your most critical employees might be the best. They are great people to have in your customer task force because they really want to see IT meet their needs. They will not be afraid to give you their opinions. They will certainly question your current response time report. Their memories are long and they remember how hard it is to get the support they need to do their job. They will usually be fair. If you can get them to agree to the SLA, you can get anyone to agree. Also, it is better to get any arguments and concerns out of the way now before you go public with the SLA.


Here is a great White Paper on Implementing Service Level Agreements. See

Select Implementing Service Level Agreements: "The Critical Element in Service Delivery"

Client Success

  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms