SLAs, Change Management and Maintenance Monday
I implemented Service Level Agreements for the provision of IT support across my client's firm. I also introduced a policy of 'change management' whereby all proposed changes to the IT system had to go through an audit process that involved the Board. Emergency actions could still be carried out but the majority of changes had to be planned, assessed for alignment to the firm's business plan and risk assessed. This ensured that the in-house IT department worked closely with the business management. Monthly 'Maintenance Mondays' were also introduced to allow for a planned window of downtime for system repairs.