DEPAUL UNIVERSITY SERVICE LEVEL AGREEMENTS AND PERFORMANCE METRICS Marge Hayes Ashton Hayes Group January 31, 2000 SERVICE LEVEL AGREEMENTS PURPOSE • • • • • Align IT Services with Customer Expectations Build on the Customer / IT Partnership Improve Communications Measure Service Delivery Effectiveness Promote Customer Satisfaction SERVICE LEVEL AGREEMENTS BENEFITS • Improved IT Understanding of Customer Expectations • Improved Customer Understanding of IT Capabilities