All too often though, customers are left with a “watermelon SLA” – one that contains a metric target that, when assessed against, states that all is well. When in reality we’ve left a trail of unhappy customers in our wake. Think about it – have you ever been in a service review meeting where the service provider was reporting everything was on target when in reality you’ve experienced unscheduled downtime, poor performance, or end-user complaints? This is a watermelon SLA – green on the outside but red on the inside. Please read on for tips on how to recognize and fix them.
Read the article over at Joe the IT guy: ITSM BASICS: HOW TO RECOGNIZE AND DEAL WITH WATERMELON SLAs