Entry Software Corporation

Entry

Sophie Donais

Understanding Service Level Agreements (SLA)

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Service Level Agreement between software company and customers
SLAs are a contract between customers and service providers.

Have you ever ordered from Amazon and been given the option of Amazon Prime shipping. This feature guarantees the speed of product delivery from Amazon to the customer. This is a prime (pun intended) example of a Customer Based Service Level Agreement, promising to uphold their delivery time quote.

However, if the company does not deliver at the intended time leaving the customer unsatisfied with their services, there may be a predetermined compensation or other offers if the mistake was due to internal efforts. This ensures that customers are more likely to continue using their company’s services in the case of an error.

What is an SLA

A Service Level Agreement is essentially a contract between the customer and business that defines the standard of the service provided. SLA’s ensure customer satisfaction as well as company success/reputability. It may outline the quality, physical properties, and timely nature of the product. SLA’s can be utilized by companies internally or externally:

  • Customer based SLA: This is a service level agreement between your company and an individual customer or a specific group of customers.  
  • Multi-level SLA: is a customized agreement split into different levels designed to fit the specific needs of multiple customers seeking the same services.
  • Internal SLA: involves an agreement among an organization and its internal employees service standard rather than customers. 

SLA’s in the Tech World

 In the Information Technology (IT) world SLA’s may be used to guarantee the quality, availability, and timeliness of the software provided to the customer. Although SLA’s can be used between the customer and company, they may also be used internally within a company or combined on multi-levels. Further we will discuss the different ways in which SLA’s can be utilized in your IT business:

When writing an SLA agreement it is important to incorporate all inclusions and exemptions in the contract. This ensures that each counterpart is working under the same impression, minimizing the risk of mis-communication as the contract provides clear expectations. However, if an issue arises, individuals may refer back to the contract to determine further action.

1. Customer based SLA

In a customer based SLA, the customer and service provider negotiate specific expectations of the services that will be provided. This type of service level agreement can vary from customer to customer accommodating to their individual needs. For example, a customer based SLA at a software company may define the specific amount of time required to respond and resolve any customer inquiries.

2. Multi-level SLA

Multi-level SLA’s are used for different customer groups with varying needs where each group is provided with the same level of service at different quantities. This type of SLA can be divided into different tiers including corporate level, customer level, service level, and issue based.  This allows customers to select the proper service plan based on their requirements. For example, an IT company providing a software service plan may have various groups of customers ranging in size. This means the company is providing the same software at different price points relative to the number of users at each company. SLA contracts may be vary based on the value of the customer.

3. Internal SLA

Internal SLA’s can be used within companies for purposes such as connecting teams to work cohesively towards improving company success. For example, this may be acquired by creating a contract agreement between the IT Department leaders and the internal customers they serve. Metrics that can be pre-defined are first time response once the service request has been submitted and total time to resolve the issue. These key performance indicators (KPI’s) are typically measured over a period of time and presented as a average. This ensures each counterpart is responsible for a specific service standard within the internal functions of the company. 

Important Factors to Include in an SLA

SLA’s must incorporate many different aspects into the agreement including a detailed description, exemptions, availability standard, service standard, penalties, and data handling method. It is important to the contracts viability to properly outline each, ensuring both parties hold up their end of the agreement.

 

What does it take to be an IT Manager?

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A further look into an IT managers daily responsibilities 

Information technology managers (IT managers) are tasked every day with managing multiple functions of a business. Businesses are becoming more reliant on IT managers as technology continues to increase its role in modern businesses. IT managers are essential to a successful organization through their experience and expertise in the field. There are multiple skills important to living up to the roles and responsibilities of being an IT manager. Here are a few of the many responsibilities of an IT manager:

Project Management and Planning

Change is inevitable as businesses grow with the times. It is important for organizations to stay on top of change and adjust their resources accordingly. IT managers must modernize existing systems to optimize company productivity. This may include a software that functions to effectively distribute tasks, organize the workforce, determine costs, and set timeframes. All are essential functions to project management and planning which regularly cost an IT manager valuable time. 

Leading IT Staff

IT managers are responsible for leading a team of employees. This includes scheduling, assigning tasks, implementing project milestones, and more to help employees reach their fullest potential. It is important for employees to remain engaged and feel trusted within the workplace. IT managers must operate with an open communication network allowing employees to come to them with questions or concerns.

Meeting Client and Business’ Needs

IT managers are tasked with the responsibility of meeting customer and business needs using online functions. This means when a customer is experiencing issues with usability the IT manager must fix the problem without changing the original function of that feature. As well, IT managers must create new features when businesses are looking to update their websites or applications. This again must be done in a manner that does not disrupt the original functions and current customers experience. Balancing these two aspects are part of the everyday job of an IT manager.

Creating and Refining Technology Systems

IT managers are important to maintaining a functional and secure computerized system. When problems arise within the computer system the IT leader is tasked with finding technical solutions. IT managers need extensive knowledge in their field as well as on the computer system in place. 

Many IT managers have already adopted a computerized system or additional software to reduce the stress of their multiple responsibilities. This will help you with the day-to -day organization of resources, tasks, scheduling, and more. Taking this step allows you to operate efficiently in your integral role within the company.

Learn how you can organize your IT department.

 

The Days of Manual Data Collection are Over

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manual data collection and input to excel inefficient
Manual organization of data and project updates amongst a team may lead to greater margin for human error.

It is understandable that companies may want to cut expenses by performing manual documentation of data in a spreadsheet format for project organization. However, although a spreadsheet can provide these services it is not as diverse in efficiencies as web-based project management software powered by a commercial database. This type of software can provide multiple services such as employee scheduling, project scheduling, communication platform, organized documentation, and many more. 

Spreadsheets are known as a domain for manual data documentation which can be used for project management however, here are the reasons it is inefficient:

  • Manual data collection and documentation
  • No automatic assignment of tasks
  • No automatic updates and reports
  • No project updates or tracking
  • Manual financial calculations of resources

Further we will discuss why using web-based project management software within your company is more efficient and worth the investment:

Project Progression

The requirement of project manager’s to constantly question employees on the status of their project is an inefficient method prone to human error. This collection of information must also be diligently inputted into Excel by the one individual each time a round check-in has been performed. The frequent questioning of employee’s progress may cause them to feel a lack of trust towards their superiors. However, project management software can be utilized to avoid human error and maintain this trust within the team.

Dependency and Documentation

Utilizing spreadsheets within your company causes a great dependence on one individual to input and update data. This does not make it easy to track changes and alter timelines which are important functions when managing a project. The reliance on one individual and lack of tracking changes can very easily lead to errors in documentation. The implementation of web based project management software can track changes automatically and eliminate reliance on one individual.

Project Summaries

To provide a summary of all aspects of your project without the use of a project management software can become complex with multiple open tabs including emails, data, and documentation. 

In contrast project management software provides a detailed summary of the lifespan of your project. This type of  software has the capacity of managing all departments of an organization, not simply just the IT department. The functions of this software include but are not limited to; financials, project updates, scheduling, document organization, communication systems, and tasks.

Building Reports

Spreadsheets are simply a domain where data is inputted and stored, they do not provide a built-in reporting system. However, project management software builds reports for you so your time is not consumed scouring data and locating documents. 

Data Organization

Spreadsheets may be useful for storing data in one specific place but when it comes to managing a project, multiple members of the team need access to this information. There is usually one person in charge of maintaining the data updates when updates are manual. This means employees cannot make project updates in real time leading to a greater margin for error in data records. 

Project management software is intended to provide companies with the tools to maintain organization and efficiency within projects. 

Request a demo today to learn more about what project management software can do for your company.

Combining Change Management and Project Management

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depicting an unexpected change to a project and how it is managed
Recognize change and make modifications before it is harmful to your project.

There is great value in the strategic combination of change management and project management within the operations of a company. Change management is a method used to help a company adapt to changes from internal and external factors. Project management on the other hand is the process of organizing large projects and coaching a team throughout each milestone. The integration of both allows a company to make changes on both a technical and employee level.

Although change management and project management are both structured methods there are different characteristics to each. Change management for instance is a structured process in implementing change; however, there is no defined goal requiring multiple shifts to approach strategies. In contrast, project management is defined by a specific end goal as well as project milestones throughout. Project managers can plan their entire project before beginning whereas change managers are presented with unexpected changes throughout the process. 

The integration of both management approaches within technological systems and employee management can lead your company to greater opportunity for success. This allows for problems to be identified, changes to be made, employees to be informed, and issues to be resolved.

Why Project Managers should Integrate Change Management into their Strategy

Individual and shared goals

Project Managers and Change managers can work together to reach a shared objective while also working independently towards specific goals. The integration of both can work to improve employee performance and overall company success. 

Project Team Communication

The integration of these two strategies makes for greater communication between all roles within the project. For example, when an unexpected development arises the project team is presented with the issue in a timely manner and change managers begin to adjust project plans. This fast recognition of an issue and communication of important strategic adjustments is attributed to the integration of the two management approaches. 

Employee Commitment

Project managers know how unexpected changes can occur and how that can hinder the progress of the project. It is important to be able to identify these issues immediately and have solutions or modifications. This proactive organization of changes to the project will motivate employees to embrace the change rather than be afraid of it.

Request a demo today.

How to Motivate your IT Team

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Employees may lose motivation over time leading to a decrease in work efficiency. This declined motivation can cause the company’s productivity rates to go downhill. The implementation of incentives may improve employees’ health and drive. Happy and healthy employees make for satisfied managers. Incentivizing properly provides a motivating and energized work environment which leads to a successful company. Here are a couple pointers below on how to motivate your employees to improve productivity and company success. 

Set Individual Standards

Setting quotas may be just what you need to improve the motivation of your team. Working and being held up to a standard is a key motivator for everyone to complete tasks. When setting a quota it must be challenging but not unreachable in order to maintain motivation. Employees must maintain confidence in their abilities to reach their quotas. Quotas can work to measure employees productivity levels and help employees take accountability for unfinished work. When setting quotas, it is important to review each employee separately to find the rate at which they work. realistic Individual goals and requirements can then be set for the following month that are greater than what they are currently producing. With company standards in place, employees are motivated by the fact they may be rewarded or penalized based on their work productivity.

Facilitate Friendly Competition 

Naturally we all want to be the best at what we do or at least on the same level as those around us. This translates into the workplace where creating friendly competition for employees can positively affect their productivity levels. Providing a visual representation of each employee’s sales or project milestone completions can enhance motivation. This may be used in combination with rewards for the top performers to push them to their full potential. Rewards can be as simple as a gift card or you can get creative with them. Competition allows for employees to visualize the work and progression it takes to get a promotion or raise within the company.  

Implement Incentives

Offering rewards for accomplishments in the workplace can improve the motivation of your team. Recognizing quality work gives your employees the feeling that they are of value to the company. Depending on the nature of the project, these rewards can be large or small, material or cash. However, incentives must be implemented properly in order to be effective. Different types of incentives can be used for all the stages of a project. For example, when the first milestone is met you may have an incentive for the top performer on that team. This could be small, something as simple as a gift card to their favorite restaurant. Then the rewards may increase in value as the project progresses towards greater milestones for optimal motivation of the team.

 

Incorporating SMART Goals into Setting Project Milestones

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Incorporating SMART goals to reach project milestones is key to your teams productivity and motivation.

What does SMART goals stand for; Specific, Measurable, Achievable, Realistic, and Timely.

Project managers know the stress and importance of maintaining a project’s timeline. When the team encounters an unexpected delay they must coordinate their efforts into getting the project back on track. However, with the delicate timeline of a project this can become challenging to achieve. Delays usually lead to the project deadline being pushed back or the cancellation of the project as a whole. Meaningful project milestones must be put in place and the team’s incorporation of SMART goals should be used ensure efficiency. 

Project milestones are key elements to the project’s completion. They allow the team to visualize the progression of the project on a timeline. Milestones are used to divide the project into sections to avoid the overwhelming feeling of the project as an entirety. SMART goals can be used in synchrony with project milestones on a daily, weekly, or even monthly basis. Setting these goals as a team holds everyone accountable and to the same standard. These defined and attainable goals with specific criteria can work to improve the motivation of your team. 

Timeline and Goal Reinforcement

Using project milestones will ensure team motivation. The identification of each task completion as a milestone can take away from the momentum of the project. This is when SMART goals can become extremely valuable to project managers. Setting and reaching a weekly SMART goal gets your team one step closer to the completion of a project milestone while also providing a sense of progress. This gives your team the motivation to work towards the larger goal and allows them to see the importance of the milestone.

Visual Representation 

There is great importance to visibly scheduling project milestones on your team’s project calendar. These milestones must be presented with importance as their completion is essential to the project’s deadline. The team can set their weekly SMART goals in accordance to the project milestone deadlines. Therefore, using a project tracking software has great advantages for your team’s motivation and productivity. 

Responsibility

Project milestones are set with the understanding that they will be met on time. In the event of the team falling short meeting a milestone, it is crucial the project manager addresses it. This may include re-structuring and examining resources to improve functionality of the team. Reinforcement of a project milestone emphasizes the importance of meeting these goals as individuals on a team.

Liability to Error

This is an important concept to consider when setting milestones as a project manager. The project milestones need to be challenging enough to pose a risk of failure. This creates learning experiences for the team when re-configuring focus points and gives opportunity for SMART goal setting to get back on track. The failure may provide room for improvement within the final project.