Stephen D Buyze

“Empowering Managed Service Providers to Increase Profit”

How SLA’s Carry the Payload of IT Service Delivery


If WFR’s are the Hemi, then SLA’s are a Jet Engine. Actually, SLA’s are more like the C-130J Super Hercules, carrying the volume of requests in its belly as it delivers its payload to the anticipated destination on time and on budget in military style.   After working intently on the Technician and Service Coordinator dashboards (see 9/6 & 9/13 articles), it occurred to …