Service level agreements are also defined at different levels: ideally, SLAs should be tailored to the technology or business objectives of the engagement. The wrong direction can have a negative impact on the pricing of deals, the quality of the service delivery and the customer experience. That`s where the challenge begins. How often does management agree with the IT team for strategic planning and the creation of their target operating model (TOM)? The answer is, not often enough, according to stratmor senior partner Michael Grad, who wrote an article about TOMs and their relationship to major transformation initiatives in the March 2018 issue of our Insights report. Like Tichy, Grad knows information technology — for more than 25 years, he has managed major mortgage transformation programs for The Ten Largest Lenders. Grad says that “technology should not be the driving force behind your business strategy, but the main facilitator” and that there must be a commitment from the business leader and the management team to invoke the holistic – people, processes and systems – that change. It is important to have ALS, because without ALS, it is much easier for each party to deny responsibility in the event of a disagreement in its partnership. During the above-mentioned investigation, STRATMOR asked how many CTOs/CIOs have told the CEO or president of their organization. Only 52% said they had a direct link with the head of their organization.
In addition, 29% reported that they had applied to either the CFO or the COO, while the other participants had reported either a production manager or another organization. In the latter case, the lender as a red-haired grandchild has no say in IT activities, let alone the achievement of business objectives with IT. Defining the right measures is only half the fight. To be useful, measures must be set at reasonable and achievable performance levels. In the absence of solid historical measurement data, you should be prepared to review and adjust parameters later through a predefined process specified in ALS. Define carefully. A supplier can optimize ALS definitions to ensure they are met. For example, the Incident Response Time measure is designed to ensure that the provider corrects an incident within a minimum of minutes.