Gartner Research

Building a Service-Level Agreement for Internally Supported Applications

Published: 20 April 2017

ID: G00278020

Analyst(s): Matthew Hotle , Bill Swanton


Most organizations don't have service-level agreements for their internally supported applications, which means that application leaders can't understand how many of their scarce resources are needed for support activities.

Table Of Contents
  • Key Challenges



  • Define the Services to Be Provided Clearly by Creating a Written SLA
  • Gather Data on the Current Level of Support for Each of the Defined Services
  • Begin a New SLA Negotiation by Looking at Current Support Levels

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