Service level agreement is in IT outsourcing of particular importance. A service level agreement is in IT outsourcing of particular importance. Increased outsourcing efforts in the area of IT services show a clear future-oriented action. To determine is that the service level agreements require precise and clearly defined monitoring and reporting procedures. Many large companies have already outsourced their IT Department and also for other operators positioned them as a service provider. A variety of operators will use this opportunity to better utilize the own IT resources and competences. This technical competence and resources accepted in the future as a precondition, in the long term the customer orientation and a professional service level management will be decisive for operators.

To the outside and to other operators service-oriented to stand, also means that the internal operating structure by IT departments to the customer must be aligned. The IT Department needs in the internal Customers, so other departments begin to face them service-related. Thinking in the categories of "Customer" and "Service" is still very unusual for many IT departments, but the paradigm shift is that the users use IT resources in increasingly important, so mission-critical areas. A comprehensive quality assessment is therefore essential. The effects that bring a service-oriented quality evaluation with them, are an improved resource utilization, which include costs for the company.

Many aspects of IT are often only informally described. The internal services are often not clearly structured, defined and communicated. The customer service perspective must make however the own services off. Already the service agreements shows that IT departments can explain isolated their service targets not by the customer, but must work together with the users. Then is the compliance with the objectives in close cooperation with the users monitor. A such service level agreement is not easy insert. The rethinking is difficult for both sides because the common definition of service level agreements requires lot of time and a precise knowledge of the IT infrastructure. Internal services management this is a base where he can put on and respond quickly to customer requirements for the operator. The quality evaluation allows services to integrate the customer to clearly and to integrate into a measurable service level agreement service level agreements will gain in importance in the future, if high business risks? How to contact with Robert Scholderer Priv. Doz.. Dr.-ing. Habil. Principal service level manager food wine street 21 / 76131 Karlsruhe phone + 49 (0) 721-570 44 387 fax + 49 (0) 711-25 74 954 15 E-Mail: Internet: