Context Setting Information

Context Setting Information “sets the table” for the SLA. It explains the purpose and scope of the agreement, the parties involved, and the agreement’s underlying assumptions.


Traditional project management methodologies are proving to be too rigid, bureaucratic, and time consuming for today's dynamic business environment. In fact, these methodologies can work against IT departments.

Service Standards

Including standards for call center services ensures that both parties share a common understanding of the conditions under which the stated services will be provided.


The single most important activity of project managers is planning. Planning must be detailed, organised, and require team participation.

Periodic Review

This section ensures ongoing communication between the two parties and formal systematic attention to service adequacy.


Communication is vital in all aspects of project management. Adhere to a policy of open communication, encouraging all members to voice opinions and concerns.

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