Binding service definitions, clear expactations and reliable SLAs
In many IT contracts, services are only described in general terms. Expectations and typical processes are not clearly defined, and service level agreements (SLAs) are either completely absent or not practical. It is often difficult to define quality in a contract. As a result, expectations and actual performance drift apart, service quality is difficult to control, and conflicts are almost inevitable.
An effective contractual arrangement requires that responsibilites are clear and common processes established.
Our approach
flowciety supports you in anchoring service quality clearly, comprehensibly and bindingly in existing or new service provider contracts. In doing so, we translate technical and operational requirements into concrete service descriptions and SLAs that can actually be controlled in everyday life.
Wie consider:
- requirements of your IT and departments
- pracitcal feasability in daily business
- industry-specifics and regulatory frameworks
Where we support you
- Improve existing contracts or provide input to RfX
- Precisely define IT-services and service quality
- Define relevant use cases (e. g. Incidents, Changes, esceptions)
- Derive SLAs and KPIs matching your requirements
- GAP-analysis of contracts and actual processes and responsibilities
Your benefits
- Clear, binding service commitments instead of wiggle room
- Service quality becomes measurable, comparable and controllabe
- Better basis for reviews, escalations and further developments
- Higher reliability of IT services for your (internal) customers
- Reduces risks from unclear or incomplete contractual agreements
Integration in overarching improvement
Contractually stipulating service quality helps you amture from defining structures and processes to measuring and controlling performance. It creates the basis not only for formally commissioning IT services, but also actively and transparently managing their services.
Schedule a no-obligation appointment and find out what we can achieve for you.
Your partner for good IT
Our motto: Establish IT in everyday business life as a solution, not as a source of problems.