IT Maintenance

CHAPTER 5Service Level Agreement

Let’s assume you are setting up the maintenance of an IT system currently being implemented by a separate development project team. If the project team uses project management’s best practices, it would have a scope statement, project charter, and project requirements. But don’t be confused; the development project’s project charter authorizes only the work for the development of the system. It does not authorize ongoing maintenance. The project charter and other scope documents can be retained by the maintenance team, but only for historical purposes. A different document is needed to authorize the maintenance team to proceed.

The Service Level Agreement (SLA) is the controlling document that addresses maintenance ...