Adopting of Service Level Agreement (SLA) in enhancing the quality of IT hardware service support

Abstract

Service Level Agreement (SLA) is a contract between a service provider and different levels of users in the organization. SLA lays out the metrics by which a service is measured, as well as penalties should the expected service levels are not met. SLA reduces the amount of job schedule based on IT support services and transfers all IT-related problems to the service provider. Existing SLA approaches have several limitations including pricing strategy, incident handling, and documentation. A more “customized” approach needed for SLA Hardware based on the organization’s mission and vision. Adopting the SLA also act as a KPI (Knowledge Performance Index) for the internal services that reflect back to the company performance and users experiences. This paper proposes a research framework study for such as framework based on strong theoretical foundation and industry best practice and can be apply to organization or company that does not have the SLA system on the IT service support environment. This adoption SLA only for IT hardware (Break and Fix)