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18 March 2008 : Service Level Agreements

Attendees:

• Owen Oldfield, Gensler
• Ben Stratton-Woodward, Exposure
• Hugh Fernando, Wilkinson Eyre Architects
• Darren Carroll, Jestico Whiles
• Rory Campbell-Lange, Mark Adams and Tim Whiteley Campbell-Lange Workshop

CLW's Technical Manager Mark Adams gave a talk focussing on how SLAs can be used to describe and help manage IT processes. The talk took the perspective of an internal IT department attempting to describe and quantify its service to management. The talk briefly covered some of the theoretical aspects of SLAs, then went on to discuss aspects such as processes, responsibility, measurement and dashboards.

Notes and graphics from the Forum will be posted here shortly.