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The COVID-19 pandemic has also raised the stakes of SLA management. “SLAs reinforce those agreed levels of performance required for clients to continue to receive the services required to run their operations regardless of the location of client or provider staff, the impact of the pandemic, or the client’s customers’ ability to buy and/or interact,” says Clay Calhoun, partner at technology research and advisory firm ISG.
What’s more, as many IT functions continue to work in a dispersed manner, SLAs have become a primary measure of performance. “This new COVID-induced reality increases an organization’s dependency on reliable data to identify how well (or poorly) operations are performing,” says David Borowski, director with business and technology consultancy West Monroe.