Reaching out to you all to ask thought provoking questions about IT Service Levels in a new IT as a service world

I’m reaching out to you all to ask a number of thought provoking questions about IT Service Levels in a new world of IT delivery – Cloud and IT as a service.

I have been thinking have IT service delivery management methods and service level agreements changed in the line with new world think such as Cloud service
or IT as a service or are these service delivery management methods and service level agreements the same old way as they have always been is it time to hit the
RESET button?

As IT leadership are we changing with the times or are we expecting to not have to change?

  1. In today’s world are service level agreements the old way of doing things, in the new world of the cloud end user?

     

  2. Has the end user changed so much in the new cloud world that they are changing everything to do with service delivery?

     

  3. Does the new world of the cloud end user really understand old world service levels availability or even care what 99.95% availability means?

     

  4. I totally agree IT organisations are not 100% availability outfits but do end users understand that?

Thanks for the help and thoughts answering or think about these.

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One thought on “Reaching out to you all to ask thought provoking questions about IT Service Levels in a new IT as a service world

  1. Dear Charles
    It is good you have challenged the tech world with these questions because this sort of checking, let’s call it looking in the mirror, is needed regularly and more so today with tech reaching new heights.
    Now about your questions… here’s what I think.

    1) SLA’S should remain today, tomorrow, and always because contractual agreements between parties are an incredibly important thing for defining what’s expected from each other.
    2) Today’s end user is a more tech savvy than ever before but only in the services/devices they use and how they use them.
    3) No the don’t understand the old, and those who have work experience during the old days have likely forgotten it or choose to ignore it. The end user has always expected everything to always work and to always be available. Any outage is somehow at worst time imaginable, i doesn’t matter what availability is agreed to.
    4) Today just about everyone is always connected and expects services to be available at any given time, 365/24/7, just like Google or any social media service.

    Did you hear about Salesforce’s Dreamforce 2013 conference? I wanted to go but current circumstances didn’t allow it to happen perhaps one day. But if you haven’t already you may enjoy the opening keynote that somehow relates to customer service and how everyone is challenged today to evolve. Search Dreamforce keynote 2013 on Youtube for it.

    Let me add, I enjoy your blog and hope to find a way to do one of my own to challenge myself.

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