Save the Enterprise Millions by Correcting and Simplifying Your Service Level Agreement
About the Author: Reza Koranki is the CEO at Arch Technology Solutions, the leading provider of IT support and maintenance services for Fortune 500 companies, US Federal Agencies, some of the largest OEMs in the world and the back line support provider for almost all third party support companies. Arch is changing the way the enterprise Future-Proofs their IT infrastructure through a unified service delivery model and powerful enterprise-wide assessments. Reza authors essays on these subjects and more on the Arch Technology Solutions Blog.
Often the most difficult parts of optimizing your service level agreements (SLAs) is understanding the coverage you already have set. With most enterprise-level businesses operating hundreds to thousands of pieces of equipment, spread across multiple areas and even multiple continents, bringing SLAs, entitlements, and internal support capabilities in line with your business needs and budget constraints is challenging.
Without a comprehensive approach to understanding support, service is delayed, entitlements are overlooked, SLAs are over-purchased, and the business fails to access the most efficient and effective support when a crisis hits. some support agreements may lack the timing and support levels needed to provide the uptime the business needs, others may overlap existing entitled services or even cover equipment that has already been retired.
A full audit of current coverage and equipment reveals both deficiencies and over-coverage instances and provides executive decision makers with the information needed to craft a centralized support contract that truly meets the needs of the business.
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