SLAs & KPIs for the Modern World

As IT becomes more service oriented against a backdrop of constant change, how can both the business and IT feel confident that IT is delivering consistent value that complements and supports the business's services?

Only by engaging the business, understanding its requirements and identifying metrics and KPIs that deliver meaningful, relevant and timely reporting.

This Forum workshop, attended by IT managers, service level managers and service delivery managers looking to streamline and improve their service level agreements, discussed the challenges around engaging the business and developing meaningful SLAs and KPIs and identifying reporting solutions that provide value to the business.

The workshop was attended by 28 delegates from 19 organisations covering a wide cross section of industries, including food production, airlines, construction, retail, home improvement, energy, petrochemicals, pharmaceuticals, financial services, legal, leisure, utilities, mapping and recruitment.