Welcome » IT Booklets » Management » III IT Risk Management » III.D Monitoring and Reporting » III.D.3 Service Level Agreements
The institution should establish formal SLAs with its IT
providers, including affiliates and third-party providers. Larger
or more complex institutions should consider establishing SLAs for
internally provided services, for example, by another division or
department of the same institution. SLAs establish mutual
expectations and provide a baseline for measuring IT performance.
Management can tie SLAs to incentive and penalty actions. SLAs
should be comprehensive to provide the institution with a high
level of comfort in setting expectations. The use of performance
benchmarks and outcome-based measurements could identify potential
issues with attaining expectations set in the SLAs.