The historical influence of SLAs
IT and IT service management (ITSM) have always been highly influenced by SLAs, influencing behaviours, prioritizations of resources and steerage of relationships. In my opinion, SLAs for the most part, have managed to create a wholly negative culture between IT organizations and service providers.
Know more about the SLA engineering.
It could be said that the construct of SLAs is, fundamentally, the reason IT departments are not perceived as innovative and strategic. IT organizations are often seen by the business as underperforming, disconnected from the needs of the business and simply a “commodity” rather than a partner. One of the major factors is that IT continues to design and report on metrics that have little to no value and do not demonstrate how IT is contributing to an organization’s business outcomes.
“Watermelon reporting” is a common phrase often attributed to a service provider’s performance reporting. Typically, these SLA reports depict that the service provider has adhered to the agreed service levels and met all contractual service level targets. It looks “green” on the outside, just like a watermelon. However, the level of service perceived by the business does not reflect the “green” status reported (it might actually be “red”, like the inside of a watermelon); and this is regularly a source of annoyance to the rest of the organization.